Remote Concierge Agent: Premium Ski Experience

Vail Resorts; United States; Remote; USD 30,000 - 38,000; Full time

Benefits offered by this job

Ski/Mountain Perks

Employee discounts

401(k) Retirement Plan

Employee Assistance Program

Training and development

Job summary

Vail Resorts is redefining the ski and snowboard private lesson experience with Epic Ascent. The Epic Ascent Concierge Agent builds meaningful guest relationships, coordinates private lessons and experiences, and delivers elevated, personalized service from booking through departure.

As part of Product Sales & Services, you’ll work cross-functionally to ensure seamless guest experiences, manage communications, and uphold Epic Service values in a dynamic, remote-enabled role across North America.

Qualifications

• 3-5 years relevant experience; preferred as a concierge or in a hospitality setting.
• Demonstrated ability to deliver personalized, high-touch service, building trust and creating memorable experiences for premium guests.
• Ability to anticipate guest needs, manage multiple requests simultaneously, and seamlessly coordinate across departments to ensure a frictionless experience.
• Strong verbal and written communication skills with the ability to engage guests, influence partners, and serve as a trusted single point of contact from booking through departure.
• Strong attention to detail and high work standards in support of accurate, flawless delivery.
• Remote role, preferred location within a commutable distance to Vail and Beaver Creek.
• Previous experience working remotely and navigating multiple technology platforms to perform work is preferred.

Responsibilities

• Deliver elevated, personalized guest experiences by creating meaningful connections and modeling Vail Resorts' commitment to Epic Service.
• Act as the primary point of contact for ski and snowboard school guests, instructor, and internal support needs, providing concierge-level service and professional communication through phone, email, text, and in-person interactions.
• Coordinate private lesson and specialty product logistics, including booking support, lesson routing, meeting location confirmation, and operational support.
• Take ownership of the guest experience by resolving escalated or complex issues with sound judgment, empathy, and a solution-oriented approach while partnering with leadership and cross-functional teams as needed.
• Partner closely with Product Sales & Services, Ski & Snowboard School, Resort Operators, and leadership teams to ensure seamless execution of guest experiences.
• Manage operational workflows, tracking tools, and guest records to ensure accuracy, accountability, and continuity of service.
• Monitor daily operations and proactively identify service risks, guest concerns, and workflow challenges, and escalating issues appropriately.
• Execute accurate point-of-sale transactions, including guest profile management, payments, adjustments, exchanges, and order fulfillment.
• Enhance the guest experience by recommending products, services, and upgrades that align with guest needs and maximize their resort experience.
• Maintain current knowledge of resort products, policies, and Ski & Snowboard School operations, serving as a resource for guests and team members.
• Contribute to a safe, organized, and high-performing work environment through daily operational support, workspace readiness, and adherence to company policies and procedures.
• Demonstrate flexibility, accountability, and a team-first mindset by supporting evolving business needs and performing other duties as assigned.

Job description

Vail Resorts is redefining the ski and snowboard private lesson experience with Epic Ascent. The Epic Ascent Concierge Agent builds meaningful guest relationships, coordinates private lessons and experiences, and delivers elevated, personalized service from booking through departure.

As part of Product Sales & Services, you’ll work cross-functionally to ensure seamless guest experiences, manage communications, and uphold Epic Service values in a dynamic, remote-enabled role across North America.