What are the responsibilities and job description for the Lead Experience Agent position at Nemacolin Woodlands?
The Lead Experience Agent is responsible for overseeing and enhancing the services to provide exceptional experience for resort guests and associates. This role involves managing daily operations, training the Experience team, coordinating special requests, and ensuring seamless service delivery. The Lead Experience Agent serves as the primary point of contact for high-level inquiries, Forbes Executives, and ensures that all guests receive outstanding hospitality and assistance.
Key Responsibilities
Guest & Resident Services:
Greet and assist guests in a friendly and professional manner.
Handle special requests such as restaurant reservations, event tickets, transportation, and personal errands.
Provide expert recommendations on local attractions, dining, and entertainment.
Resolve complaints or service issues efficiently, ensuring guest satisfaction.
Team Leadership & Training:
Supervise and mentor the experience team, ensuring high service standards.
Conduct training sessions on hospitality, best practices and concierge services.
Monitor staff performance and provide feedback to maintain a positive work environment.
Operations & Administration:
Maintain accurate records of guest interactions, requests, and services provided.
Develop and update standard operating procedures for resort offers.
Coordinate with the transportation team for VIP guests.
Qualifications & Skills
Proven experience as a Reservations Experience Agent, Concierge, Front Desk, or Guest Services Supervisor in a luxury hotel, residential property, or high-end establishment.
Strong leadership and team management skills.
Excellent communication and interpersonal abilities.
Deep knowledge of local attractions, entertainment, dining, and events.
Problem-solving skills and the ability to handle high-pressure situations.
Proficiency in CRM systems, Microsoft Office, and reservation software.
Education & Experience
High school diploma or equivalent (required); a degree in Hospitality Management or related field (preferred).
Minimum 3-5 years of experience in concierge services, with at least 1 year in a leadership role.
This job description cannot possibly include a complete comprehensive listing of all the activities, duties or responsibilities that may be required by the organization and/or members of management. It reflects management’s assignment of essential functions, but it does not prescribe or restrict the additional tasks that may be required.
WHY WORK FOR NEMACOLIN?
Kick-start your career at Nemacolin, a world-renowned luxury resort nestled in southwestern Pennsylvania. Nemacolin boasts an unparalleled blend of elegance and adventure, offering an array of amenities that redefine luxury. With two Forbes-rated hotels from which to choose, guests are treated to the epitome of comfort and style. A five-star, five-diamond restaurant sets the stage for exquisite dining experiences, while our on-site wildlife habitats bring animal encounters to a whole new level. The opulent spa, championship golf courses, and a range of outdoor activities, including fly fishing, skiing, and snowboarding, provide a holistic and exciting getaway.
As a part of the Nemacolin team, you'll have the chance to work in a dynamic and supportive environment where your skills and passion will flourish. We believe in fostering growth and providing our team members with opportunities to shine and advance in their careers. Join us in delivering unparalleled experiences that leave lasting memories for our cherished guests and members. Real Life Magic meets boundless opportunity at Nemacolin. Come, be a part of it!
ASSOCIATE PERKS:
What is in it for you? As a Nemacolin associate, you won’t just have a bright future — you’ll have a bright present! You are invited to join our warm, supportive community, where you’ll enjoy competitive wages, exciting events, a full suite of benefits, discounts, and perks, and access to amenities at our associate community Wisteria.
- Attractive 401(k) plan
- Paid vacation, holidays, and personal hours
- Family medical, dental, and vision insurance. Long-term and short-term disability insurance
- Employee and educational assistance program
- Up to 40% off Retail, Spa, Activities, Food and Beverage at the Resort
- On-site uniform and dry-cleaning services
- Discounted meals during breaks in associate break areas
Wisteria Associate Community- Wisteria is Nemacolin’s way of showing our appreciation to our associates. This neighborhood is exclusive to associates and contains a Pub, Market, and Fitness Center. As a member of Team Nemacolin, you’ll enjoy these exclusive amenities.
Associate Recognition programs- Nemacolin realizes that our associates help to set us apart from other organizations in the industry through their commitment to providing exceptional service and their ability to consistently exceed guests’ expectations.
Nemacolin promotes a culture of continuous learning for our associates. We are strongly committed to comprehensive professional development programs:
- Opportunities for advancement – At Nemacolin, we encourage our associates to grow within the organization and gain experience in a variety of departments to better understand the hospitality industry. Nemacolin prides itself on promoting from within the organization, and many of our upper-level managers began in entry-level positions and advanced into their current roles.
- Mentoring and coaching programs – As a new associate, we provide a level of mentoring that is best suited to you to enhance your growth and career interests, while sharing knowledge, advice, and encouragement along the way.
