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About the Role

Curate personal, one-of-a-kind itineraries for guests through phone, email, and text communication. Create bespoke experiences by collaborating with vendors, spa, and culinary teams to ensure a memorable journey. Provide exceptional service throughout the guest journey, from pre-arrival to post-stay, adhering to Auberge Resorts and Wildflower Farms standards. Answer telephone inquiries, direct calls, place In Room Dining orders, and possess comprehensive knowledge of the property and surrounding area.

Responsibilities

Design and manage customized guest itineraries by coordinating experiences, dining, spa services, and activities using approved booking systems.
Build genuine, personalized relationships with guests through attentive service, consistent use of guest names, and proactive engagement.
Anticipate guest preferences and needs to deliver exceptional, memorable experiences and foster guest loyalty.
Handle guest communications professionally and graciously via email and phone, including inquiries, reservations, special requests, and service follow-up.
Process and document all guest requests, feedback, issues, and service recovery actions, escalating concerns to leadership when appropriate.
Collaborate closely with Guest Services, Reservations, Housekeeping, Engineering, Culinary, In-Room Dining, Sales, and other departments to ensure seamless execution of guest experiences.
Coordinate bookings for both guests and vendors, on-site and off-site, including notable guests, owner relations, group arrivals, and multi-room stays.
Maintain strong property knowledge, including amenities, services, arrival details, and daily guest and group activity awareness.
Execute clear and effective email, departmental, and pre-shift communications.
Receive and place In-Room Dining orders using Lightspeed.
Coordinate shipping, receiving, and return of guest packages and personal items.
Maintain accurate records of guest preferences, service needs, and departmental contact information, including emergency contact protocols.
Support security and emergency response procedures, including proper handling of 911 calls.
Uphold the highest standards of confidentiality regarding guest information and internal hotel data.
Handle guest feedback, complaints, and service recovery with professionalism, care, and appropriate follow-up.

Requirements

Minimum two years as a Trip Designer, Concierge, or Guest Services Agent, specializing in luxury adventure travel.
Excellent service, etiquette, and protocol skills and knowledge in all facets of communication.
Familiarity with local area and local geography, recreation opportunities, restaurants, events, sights, and other places of interest.

Skills

Guest services
Concierge services
Itinerary design
Customer relationship management
Communication
Problem-solving
Upselling
Booking systems
Lightspeed

Location

New York

Work Type

Full-time

Experience Level

Mid-level

Salary/Compensations

$21/hour

About the Company

Auberge Collection is a portfolio of extraordinary hotels, resorts, residences and private clubs that bring the soul of the locale to life through captivating design, exceptional cuisine, innovative wellbeing, and gracious yet unobtrusive service.
Friedkin is a privately held family of global brands spanning automotive, entertainment, hospitality, investments, and sports, united by a mission to build breakthrough brands that redefine the status quo.

Equal Opportunity

Shinrin Yoku LLC is an Equal Opportunity Employer, M/F/D/V. Shinrin Yoku LLC provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Shinrin Yoku LLC complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.