Madbush Falls, Vermont’s new bike & ski basecamp in the incredible Mad River Valley, is looking for a leader in guest service and a true lover of Vermont to help make every guest experience amazing.
This is a prominent, front-facing position, greeting lodge guests, supporting our amazing front of house team during dinner service, and serving as primary contact for private events and group blocks staying at the lodge. This position is perfect for someone who loves customer service, interacting with people, and thrives in a fast paced environment. You’ll be the first impression many guests have not only of Madbush Falls but also of the Mad River Valley and Vermont as a whole.
The position comes with a $50K annual guaranteed pay, with gratuity from private events on top of that (16 on the books for this spring/summer/fall already!). It also includes paid vacation, free shift meals, and industry discounts on saunas, hotel stays, and outdoor gear. If you love Vermont and you thrive providing guest service, this could be the ideal spot for you!
Concierge & Private Events Lead
The Concierge & Private Events Lead is the most forward-facing customer service position at Madbush Falls. This is primarily a hotel position with a supporting role in the restaurant and a specific focus on executing large events, reporting to the General Manager. We expect you to think big about optimizing the overall guest experience and the profits that can come from it.
Lodge & Restaurant Responsibilities:
Working within our property management system (Opera) and communication platform (Akia) to assign guests to rooms and (virtually) check them in and out.
Monitoring Akia, incoming phone calls, voice mails and emails to answer guest questions, help with service requests, take restaurant reservations, and sell rooms.
Greeting lodge and restaurant guests with a warm welcome, assisting with guest checkin, and fielding guest service requests.
Serving on the "Free Adventure Concierge" team, helping guests take advantage of local biking, hiking, skiing, and swimming hole options as well as arranging gear rentals/demos and guided rides/tours.
Communicating with housekeeping to ensure rooms are cleaned and inspected
Supporting the Front of House staff and monitoring the dining room for overall guest experience, seating availability, and table turnover during peak dinner service. On any given evening, this may include seating guests, managing the waitlist, assisting with running & bussing, and even serving in a pinch.
Occasionally holding the “red phone” overnight if guests have needs outside of normal service hours.
Group blocks & Special Event Responsibilities:
Serving as primary contact and providing concierge services to group blocks during their stay.
Managing the execution of private events including private dinners, welcome receptions (for weddings off-site), fundraisers, corporate events, and other social events. This includes setting up for the events, working with the front of house team to execute, breaking down events, and serving as the primary guest contact during the event.
Potential future growth into group sales (commission-based):
Prospecting group sales via networking events, direct sales efforts, and fielding incoming requests.
Working with Founder to develop offerings to these groups that package together accommodations, food and experiences while maximizing revenue.
Following up with decision makers to customize packages and close deals.
Annual Guaranteed Pay: $50,000 (base pay + participation in tip pool when clocked in during restaurant service).
Private Events Gratuity: All large events include a 20% gratuity (service charge) which is pooled amongst the staff working the event. The Private Events lead will work most events from beginning to end, maximizing your share of the gratuity pool.
Benefits:
“Unlimited” vacation: also known as discretionary vacation. You’ll be expected to work 5 days per week (with a plan for 2 full days consecutive days off weekly), understanding that it will involve evenings, weekends, and remote work, and that during busy times it may be more than 5 days. In turn we will not provide a certain number of vacation days. Time off (whether an hour or a week) will be at your discretion, with communication to and consent from the General Manager.
Lifestyle benefits:
Free meal with each shift worked, 50% employee discount at all other times; 25% off for up to 3 friends dining with you
Employee discounts at the OGE Rider’s Outpost (increasing with tenure)
50% off Savu Saunas
$75 rooms anytime based on availability
Madbush Falls provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.