Pre-arrival and Concierge Manager at Auberge Collection

Santa Fe, New Mexico, United States -

Full Time

Start Date

Immediate

Expiry Date

17 Aug, 26

Salary

0.0

Posted On

19 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Luxury Hospitality, Guest Experience Management, Team Leadership, Itinerary Planning, Concierge Services, Problem Solving, Communication, Organization, Multitasking, Upselling, Revenue Generation, Hotel Systems Proficiency, Microsoft Office, Operational Efficiency, VIP Guest Relations, Logistics Coordination

Industry

Hospitality

Description

Company Description Settled more than 150 years ago by Bishop Jean Baptiste Lamy, this iconic Santa Fe landmark is steeped in history and has undergone a sensitive restoration to preserve its distinctive Southwestern heritage for the next generation. Guests can explore our vibrant culture of discovery and expression through nature-driven adventures, visual arts, ancient healing arts, culinary arts, and the art of gathering. Job Description The Pre-Arrival Manager is responsible for leading and enhancing the guest experience prior to arrival while supporting the overall luxury experience at Bishop’s Lodge. This role oversees all pre-arrival operations and manages a team of Itinerary Designers responsible for coordinating personalized guest experiences, including dining reservations, activities, transportation, spa appointments, special requests, and resort programming. In addition to leading the pre-arrival team, this position oversees Basecamp operations and Bunkhouse buyouts booked directly through the resort website. The Pre-Arrival Manager works closely with operational departments to ensure all guest experiences are thoughtfully curated, accurately communicated, and executed seamlessly in alignment with the luxury standards of the property. This role also supports revenue opportunities through personalized itinerary planning, direct bookings, upselling, and guest engagement. The ideal candidate is highly organized, service-oriented, proactive, and passionate about creating exceptional guest experiences. Strong leadership, communication, and problem-solving skills are essential, along with the ability to multitask and maintain attention to detail in a fast-paced luxury hospitality environment. Lead and manage the Itinerary Designer team, providing direction, support, coaching, and accountability to ensure exceptional guest service and operational efficiency. Oversee all pre-arrival guest communication to ensure personalized and seamless experiences prior to arrival. Coordinate and oversee guest arrangements including dining reservations, spa appointments, transportation, activities, amenities, and special requests. Review upcoming arrivals daily to identify VIP guests, celebrations, preferences, and operational needs. Oversee Basecamp experiences and ensure all reservations, schedules, waivers, transportation, and logistical details are organized and communicated effectively. Manage Bunkhouse buyouts booked directly through the resort website, including rooming details, guest itineraries, activities, dining arrangements, and special accommodations. Partner closely with Front Office, Housekeeping, Food & Beverage, Spa, Adventure, Sales, and Revenue teams to ensure flawless execution of guest experiences. Anticipate guest needs and proactively resolve concerns prior to arrival whenever possible. Maintain accurate guest records, itineraries, and communication within hotel systems. Support departmental organization, scheduling, operational efficiency, and luxury service standards in all interactions. Assist in identifying opportunities to increase guest engagement, direct booking revenue, and upselling opportunities. Perform additional duties and special projects as assigned. Qualifications 4 years of experience in luxury hospitality, guest services, concierge, reservations, or experience planning preferred. Previous leadership or supervisory experience preferred. Strong communication, leadership, organizational, and problem-solving skills. Ability to multitask and prioritize while maintaining exceptional attention to detail. Experience creating personalized luxury guest experiences preferred. Proficiency in hotel systems and Microsoft Office programs. Flexible schedule including evenings, weekends, and holidays as needed. Physical Requirements Ability to stand and walk for extended periods of time. Ability to sit, bend, kneel, squat, and reach throughout the workday. Ability to lift and carry up to 25 pounds occasionally. Ability to work in both indoor and outdoor environments. Ability to regularly use computers, phones, and office equipment. Additional Information Auberge Resorts Collection is a portfolio of extraordinary hotels, resorts, residences, and private clubs. While each property is unique, all share a crafted approach to luxury and bring the soul of the locale to life through captivating design, exceptional cuisine and spas, and gracious yet unobtrusive service. With hotels and resorts across three continents, Auberge invites guests to create unforgettable stories in some of the world’s most desirable destinations. Please visit aubergeresorts.com to learn more about our Collection. Follow us on Instagram, TikTok, Linkedin, Facebook and Pinterest: @AubergeResorts and #AlwaysAuberge. Juniper Bishops Employment LLC is an Equal Opportunity Employer, M/F/D/V. Juniper Bishops Employment 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, Juniper Bishops Employment 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. Job Type: Management

Responsibilities

Lead the pre-arrival team and Itinerary Designers to curate personalized luxury experiences and manage pre-arrival communications. Oversee Basecamp operations and Bunkhouse buyouts while collaborating with various resort departments to ensure seamless execution.