Mountain Concierge I

Personalized Guest Experiences

• Deliver intuitive, anticipatory service that consistently exceeds guest expectations and aligns with Forbes Travel Guide luxury standards.
• Design and coordinate customized itineraries based on each guest's interests, preferences, and travel goals.
• Arrange transportation, dining reservations, recreational activities, spa appointments, private tours, equipment rentals, and exclusive local experiences.
• Personally manage complex requests requiring coordination across multiple resort departments and external partners.
• Anticipate guest needs prior to arrival by reviewing guest history, preferences, special occasions, and VIP notes.
• Create memorable experiences for celebrations including anniversaries, birthdays, proposals, honeymoons, and family gatherings.
• Serve as a trusted destination expert, providing personalized recommendations for seasonal activities, local events, dining, shopping, arts, and outdoor recreation.
• Create "hidden gem" recommendations that guests won't find online.
• Maintain expertise in Sun Valley's outdoor conditions, weather, trail status, ski operations, and special events.

VIP & Owner Services

• Coordinate pre-arrival planning for VIP guests, residence owners, and repeat visitors.
• Collaborate with Front Office, Housekeeping, Food & Beverage, Spa, Engineering, and Residences to ensure flawless execution of guest experiences.
• Arrange customized amenities and welcome experiences.
• Personally oversee high-profile arrivals and departures when appropriate.

Community Partnerships

• Develop and maintain relationships with local outfitters, guides, transportation providers, restaurants, entertainment venues, ski schools, and luxury service providers.
• Continuously identify new experiences and seasonal opportunities that enhance the guest experience.
• Maintain current knowledge of weather conditions, mountain operations, community events, and regional attractions.

Leadership & Operations

• Share destination knowledge and best practices to elevate the overall guest experience.
• Assist with training, onboarding, and coaching new team members.
• Support daily concierge operations by prioritizing requests, monitoring follow-up, and ensuring timely completion of guest services.
• Handle escalated guest concerns with professionalism, discretion, and sound judgment.

• High school diploma required; hospitality degree preferred.
• Minimum three years of luxury hotel concierge or guest experience experience.
• Previous Forbes-rated property experience preferred.
• Strong knowledge of Sun Valley luxury recreation and regional tourism.
• Exceptional organizational and problem-solving abilities.
• Proven ability to manage multiple high-priority requests simultaneously.
• Ability to exercise discretion and maintain confidentiality.
• Maintain a warm and friendly demeanor at all times.
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to maintain confidentiality of information.
• Must be able to show initiative, including anticipating guest or operational needs.
• Perform other duties as requested by management.

• Medical insurance, dental insurance, vision insurance, life insurance, short-term and long-term disability insurance
  401(k) Retirement Plan with employer matching contributions
• Paid holidays
• Paid vacation
• Paid sick leave (provided in accordance with applicable law)
• Employee assistance program (EAP)
• Educational opportunities / Tuition reimbursement
• Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law

• 8 paid holidays per year
• Up to 20 days of paid vacation per year, based on classification and length of service
• Paid Sick & Safe Time accrues at 1 hour for every 30 hours worked, with up to 72 hours of unused time carried over from one anniversary year to the next.

• 8 paid holidays per year; employees working in the City of Denver receive 64 hours of designated holiday time per calendar year
• Up to 20 days of paid vacation per year, based on classification and length of service
• 6 days or 48 hours of Paid Sick Leave per year, accrued at 1 hour for every 30 hours worked.

• 8 paid holidays per year
• Up to 20 days of paid vacation per year, based on classification and length of service, capped at 1.5x annual accrual rate; non-supervisory employees working in the City of Los Angeles accrue up to 22 days of Compensated Time Off, based on length of service capped at 192 hours of combined PST and CTO.
• Paid Sick Time accrues at 1 hour for every 30 hours worked, unused time is carried over from one anniversary year to the next up to a maximum of 80 hours; employees working in the City of Los Angeles are provided 40 hours of Paid Sick Time annually on their anniversary, unused time is not carried over from one anniversary year to the next.