As the Guest Experience Manager, it is your job to ensure all guests have the best experience possible, exceeding all expectations to ensure they return again. You develop unmanufactured relationships, inspiring your team to create a genuine, once-in-a-lifetime experience for our guests, from arrival to departure. You are passionate, adventurous, and open-hearted, with an unrehearsed sense of hospitality, and have the ability to balance the diverse needs of your guests in the midst of constant change. As the Guest Experience Manager, you will create genuine connections with guests and create unparalleled experiences they will remember for a lifetime. 

You are a proactive and tenacious problem solver willing to put the guest first in all circumstances. You possess strong guest service and professional bearing, a positive personality, are able to multi-task and work diligently to improve the atmosphere for guests. As Guest Experience Manager, you are a team player who not only looks after your guests here in the hotel but is willing to work closely with other departments to ensure the guest’s overall experience is met without issue. You conduct yourself with safety in mind and undertake all job requirements in a manner that will guarantee a safe environment for yourself as well as The Blake’s guests and fellow associates.

Essential Job Responsibilities

• Plan, develop, and execute The Blake Elevated Experiences (BEE). 
• Hire, train, and supervise the BEE Coordinator (seasonal – June to September)
• Partner with local vendors and program suppliers on the successful delivery of BEE in the summer.
• Manage BEE budget and inventory.
• Coordinate with other TSVI department leads on the execution of BEE
• Send Pre-arrival e-mails to all guests
• Respond to guest inquiries generated from the pre-arrival e-mails and other inquiries prior to and during a guest stay.
• Provide grocery service for guests
• Coordinate private plane airport transfers
• Make guest dinner reservations, including those for special occasions.
• Book complimentary car service reservations
• Support front-office team with departures and arrivals on busy days
• Occasionally valet guest cars as needed
• Answer phone calls, Kispsu, and team messages
• Deliver requested guest amenities to rooms
• Provide exemplary service for high-touch VIPs and other notable guests

Personal Skills

• Strong personal character and commitment to Taos Ski Valley, Inc.’s Commitment and Passions.

• Provides a guest experience that exceeds the guest’s expectations.
• Ability to gracefully and humbly accept criticism and opportunities for growth.
• Ability to stay positive, focused, and constructive when faced with setbacks, and challenges and while working in an ever-changing environment.

Qualifications/Knowledge

• Bachelor’s Degree or equivalent work experience preferred.
• Excellent computer skills, including Word and Excel as well as reservation systems. Experience with IQWare, Inntopia preferred.
• Solid understanding of hotel reservations and revenue management, guest service, guest recovery, and building a strong positive team environment
• Strong organizational skills, communication skills, attention to detail, problem-solving skills, guest service, ability to adapt to a changing environment, take constructive criticism and frequent coaching well and accurately follow instructions, both verbally and written.
• Must be willing to ask for help and/or clarification
• Possess a valid driver’s license and the ability to successfully pass an MVR check.
• No less than 3 years experience in a hotel front office supervisory role.
• Fluent in verbal and written English, other language skills preferred

Work Environment:

Must be able to work in a fast-paced environment. Must be able to stand or sit for long periods of time. Must be able to work over the phone or on a computer for extended periods of time. TSVI is located in a high-altitude alpine environment. Position may require travel on uneven, snow-packed, or icy terrain and may be exposed to wet, cold, and/or humid conditions.

Physical Demands of Position Include:

Frequently lifting up to 10-25 pounds and occasionally team lifting up to 50-75 pounds. Sitting approximately 30-40% of the time. Walking, reaching, and bending approximately 30-40% of the time. This position requires individuals to speak and hear as they interact with guests on a frequent basis. This position will require individuals to be out in winter conditions 10% of the time.

Background Check

Positions dealing with children, of safety sensitive and/or confidential nature, require driving or positions that handle cash may require a background check and MVR check. Employment is contingent upon a favorable background check and MVR check.