VIP Guest Experience and Business Development Manager, Vail Residences at Cascade Village

We are pleased that you are exploring Hyatt Hotels Corporation. We believe our customers select Hyatt because of our caring and attentive associates who work hard to provide efficient service and meaningful experiences. We care about our associates and our customers. This is the Hyatt Touch. Our commitment to Diversity is best evidenced by our focus on company-wide diversity initiatives. We continue to be recognized as one of America's best companies for minorities in rankings based on information about recruiting and employment practices. Associates of Hyatt are given the tools from the first day to make a difference. Hyatt offers comprehensive and competitive benefits for all associates. Hyatt associates work in an environment that demands exceptional performance, yet reaps great rewards - whether it's career opportunities, job enrichment or a supportive working environment. If you are ready for this challenge, then we are ready for you. Come meet the people with the Hyatt touch.

Nestled at the base of Vail Mountain, along the banks of Gore Creek, Grand Hyatt Vail is located in the heart of Vail Valley within the Cascade Village neighborhood. Featuring Vail’s premier open-air chairlift directly next to our spacious ski valet and rental shop, Grand Hyatt Vail offers the most convenient access to Vail Mountain, adventure, and respite. From skiing and snowboarding, seasonally inspired resort activities, and luxurious amenities, Grand Hyatt Vail has something for everyone. Enjoy an array of Colorado inspired dining options, comfortable guest rooms and warm hospitality at Vail’s premier ski-in/ski-out resort. Grand Hyatt Vail is seeking colleagues with unmatched service. We care for people so they can be their best.

The VIP Guest Experience Coordinator will provide a bespoke, high-touch and luxurious guest experience for the guests of the Luxury Collection of Vail Residences at Cascade Village, from time of booking, throughout the planning and booking stages, arrival experience and property orientation, as personal concierge contact during guest’s stay, departure experience, and guest review post-departure follow-up.  You are often the first point and last point of contact for our guests, your presence and professionalism make you stand out from the crowd. You will be an enthusiastic, proactive, highly organized and driven team player, committed to ensuring our guests have an exemplary experience by showcasing and exposing all of Vail’s hidden secrets and the Grand Hyatt’s unique amenities.

 This unique role has varied responsibilities that also include business development and new rental agreement solicitation, rental unit quality assurance and upgrades, new unit owner onboarding, and general administrative, clerical and guest service support for the Vail Residence at Cascade Village operations.

 This position is responsible for securing new rental contracts by creating and cultivating relationships with realtors, soliciting new owners and by working with the property managers to create a seamless process to grow our Rental and Association Management program and help maintain long term relationships between the owners, the realtors, Hyatt and VRCV. 

 This position will be an integral part of the VRCV administrative and guest service team, and will interact with owners, guests, vendors, contractors, realtors and various hotel departments.   Responsible for daily checklists, pre and post arrival guests calls, reporting and answering phone calls.

This position will assist in ensuring the homeowner onboarding in to our program is efficient, and seamless, including Town of Vail Short Term Rental Ordinance reporting and compliance as well as obtaining photography and assisting with Hyatt system coordination and uploads.

 With the goal of improving VRCV rental property quality, this position will inspect rental units as directed, make recommendations for maintenance, upgrades and modernization, and work with homeowners in the upgrade process.

You will work in a team-oriented environment to fully support and provide assistance to the Operations Team with administrative tasks, providing engaging customer service, creating a memorable experience for guests and sharing local knowledge through concierge services.  You will also support the continuing effort to deliver distinctively different guest experiences and nurture lasting relationships with our guests.

Responsibilities:

• VIP Concierge functions
  • Handle all major VIP clients, including prospecting and closing new business, checking guest in, onboarding guest to individual property, the hotel and Cascade Village, respond to guest requests and communicate efficiently and professionally to all associated stakeholders, as well as maintain repeat clients.
  •  Create memorable experiences with a warm, welcoming personality that can relate to guests and associates
  • Utilize the freedom to go beyond to take initiative to resolve guest complaints and create loyalty
  • Share your personal passions and knowledge of the services and amenities available to guests to help them feel at home
  • Collaborate with team members to communicate what you see and hear to staff and management to ensure the guests needs are being met
  • Promptly answer telephones and enthusiastically greet our guests with your personal spirit, however busy and whatever time of day.
  • Produce quotes and written confirmation to all clients
  • Meet with clients to work out the details of their functions. Escort clients through the property and highlight features of facility as well as available services
  • Ensure guests’ GEM notes are reviewed and acted upon accordingly
  • Alert the entire team of any special occasions, such as birthdays, anniversaries, or proposals and setting up the appropriate amenity/welcome arrangement
  • Work closely with the operations team to provide exceptional experiences
  • Systems proficiency in all required apps and computer programs needed to provide exemplary and organized service for the guest, including SMS or other prevailing property managements systems.
•  Business development functions
  •  Act as main point of contact and liaison for all realtors with listings in our current and future properties
  • Visit Real Estate offices and current listing open houses
  • Administer and support Real Estate Referral program
  • Join Vail Board of Realtors
  •  Sign up for new listing announcement
  • Attend functions
  • Promote our program
  • Reach out to listing owners, interested buyers and associated RE Brokers
  • Respond timely to any inquiries/ return calls / emails
  • Create and provide marketing collateral
  • Assist with setting up showings (may include some weekends / on-call type situation with the realtors)
  • Review benefits with prospective owners / realtors
  • Review and present contracts to owners and secure the rental
  • Onboard new owners and ensure residence meets quality criteria
  • Track and report current solicitations, progress, wins and losses
  • Coordination with GMs and Revenue Department
  • Update and maintain blank rental contract
•  New unit / owner onboarding function
  • Maintain onboarding checklist for each new rental unit to ensure that all departments complete their part of the onboarding function in a timely and efficient manner. Drive the process to completion.
  • Serve as liaison with Town of Vail Short Term Rental license application and all requirement of the program are implemented and adhered to for new rental units
  • Review housewares and furnishings in all new rental units – assist with procurement of each as necessary.
  • Maintain relationship with new homeowners throughout process.
•  Rental unit quality assurance and upgrades functions
  • With a critical eye and diplomacy, serve as the champion in identifying what improvements and upgrades may be necessary to raise the overall quality of our rental inventory
  •  Serve as liaison to coordinate and resolve any necessary unit upgrades or maintenance issues with homeowners, contractors and staff.
  • Create and provide access to housewares/kitchenware packages for rental unit purchase.
•  General administrative, clerical and guest service functions
  • Effectively communicate and provide directions in a clear, concise and professional manner in both verbal and written form
  •   Answer phones
  • Respond to emails in a timely and professional manner
  • Interact with owners and create lasting professional relationships
  • Address and resolve in-house guest needs
  •  Escort guests and orient them to rental units
  • Greet and interact with guests, vendors, and owners coming into the office
  • Complete daily checklists. Complete assigned tasks and monthly assignments
  • Complete regular unit inspections and create work order of any required items
  •  Answer questions and give information regarding our product and the hotel services
  • Ability to coordinate and follow through with maintenance and housekeeping requests

Why Work at Hyatt?

• Enjoy free meals in our colleague cafeteria for every shift worked
• Free parking on-site
• 1 hour of sick pay earned for every 30 hours worked, up to 48 hours/year
• Discounted & Complimentary hotel room nights
• Medical, Dental, Vision Insurance – (Full-Time colleagues)
• Flexible Spending Account (Full-Time colleagues)
• Retirement Savings Plan
• Basic Life Insurance
• PTO earned based on hours worked, up to 17 days in your first year (Full-Time & Part-Time)
• Opportunities to work around the world with Hyatt Hotels and Resorts
• End of Season Ski Pass Bonus

Hyatt associates work in an environment that demands exceptional performance yet reaps great rewards.  Whether its career opportunities, job enrichment or a supportive work environment, if you are ready for this challenge, then we are ready for you.