Epic Ascent Concierge Agent at Vail Resorts in Vail, CO, US

Job description

• Come work and play in the mountains! Whether it’s your first-time seeing snow or you were born on the slopes, joining our team means discovering (or re-discovering!) a passion for the outdoors while building lifelong connections with teammates and guests from around the world.
• With 40+ resorts across 3 continents, you can join our team for a season or stay to build a career. From day one, you'll receive some of the highest compensation rates in the industry, free pass(es) along with free ski and snowboard lessons, 40% retail discounts, the chance to grow through Epic Service - our leading training and development experience, and wellness benefits to fuel your success.
• Hiring for our seasonal positions occurs on a rolling basis. Applications will be accepted until December 15th or until the positions are filled (whichever is first).
• We’re building something new to redefine the ski and snowboard private lesson experience through Epic Ascent, an elevated, premium service designed to deliver a guest’s best day on the mountain.
• Epic Ascent is built around the belief that extraordinary mountain experiences don't happen by accident. They are thoughtfully designed, personalized, and expertly delivered.
• The Epic Ascent Concierge Agent is the cornerstone of that experience. As a dedicated concierge and trusted advisor, this role develops meaningful relationships with guests, understands their goals and preferences, and coordinates every detail of their visit. From pre-arrival planning through on-mountain support, the Concierge Agent ensures guests experience the full value of Epic Ascent, delivering a seamless, elevated journey that feels effortless, personalized, and uniquely tailored to them.
• The Epic Ascent Concierge Agent is a concierge-focused professional within the Product Sales & Services Department, delivering elevated guest experiences through personalized support, operational coordination, and exceptional service for ski and snowboard school guests. Acting as a central resource for guests, instructors, and resort partners, this role coordinates private lessons, specialty experiences, guest communications, and day-of logistics to ensure a seamless and memorable experience from booking through departure.
• By partnering across departments, managing complex guest needs, and providing proactive solutions in a dynamic environment, the Advanced Concierge Agent delivers premium service that reflects Vail Resorts' commitment to Epic Service and an Experience of a Lifetime.

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, 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.

Requirements

• 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.

Skills

Required

• Personalized service
• Empathy
• Solution-oriented
• Flexibility
• Accountability
• Team-first mindset
• Professional communication
• Point-of-sale transactions
• Operational workflows and tracking tools
• Guest profile management

Benefits

• • Ski/Mountain Perks! Free passes for employees, employee discounted lift tickets for friends and family AND free ski lessons
• • MORE employee discounts on lodging, food, gear, and mountain shuttles
• • 401(k) Retirement Plan
• • Employee Assistance Program
• • Excellent training and professional development
• • Referral Program
• To Learn More, please review the Benefits Eligibility Summary
• The expected pay range is $24.00/hr - $30.61/hr. This is the pay range we reasonably expect to pay for this position. Individual compensation decisions are based on a variety of factors.