Our Company & Our Property :
Whether traveling on a ski trip to Aspen or taking a romantic escape in Santorini for a special anniversary, it is the simple things that are most important to the guests of Auberge Resorts Collection. At Auberge, we offer the opportunity to create personal memories and stories; tasting freshly picked fruit in Cabo San Lucas, horseback riding with a local cowboy in Costa Rica, or planting coral gardens in the South Pacific. People who know us, choose to return for shared experiences that connect them to local cultures and which will be forever embedded in their soul.

A majestic all-season mountain retreat, Primland is located at the heart of the Blue Ridge Mountains on 12,000 expansive acres. Primland offers luxurious accommodations, a championship golf course, exquisite farm-to-table cuisine, a serene spa and a level of outdoor adventure that is unrivaled on the east coast. In one of the most breathtaking mountain settings, the resort boasts impressive year-round activities for the entire family, including horseback riding, fly fishing, alfresco yoga and meditation, kayaking, hiking, sporting clays, archery, stargazing in one of the largest observatories in the Eastern U.S., RTV trail riding and tennis.

Role Summary :

Curate personal, one of a kind itineraries for all guests traveling to Primland through phone and email communication. Our Itinerary Designers will create bespoke itineraries for each guest traveling to Primland by working closely with our preferred vendors, experiences, spa and culinary teams to create a memorable journey for all guests. Our Concierge provides exceptional service to all guests who they communicate with in accordance with Auberge Resorts and Primland standards. Answer all telephone inquiries professionally, direct calls appropriately, and is knowledgeable about the property and surrounding area.

Core Responsibilities :
Please note that this is not an exhaustive list of everything that needs to be done. Within the Auberge family, our people always find new ways to look after the business, their guests, and their teammates. Within this, the key responsibilities for this position are:

Ensure the guest experience meets or exceeds all the Auberge quality and service standards in the itinerary. This includes but is not limited to;

Generate a report from one night before to identify the reservations made yesterday.

Based on the calendar the Designer will send a pre contact email counting 60 days before the arrival

Make sure to follow up on all the emails and prioritize from most to less important.

Responding promptly and tactfully to any Guest.

Answer all prospective guests' emails within the first 24 hours, no more.

Will be responsible to give clear information about the guest journey to the operations team

Will update all information about guest activities on the Hotel systems.

Act as a remote ambassador of the hotel by providing Guests any reservation, information, amenities, area attractions, spa, and dining booking, as needed.

Is familiar with all Primland facilities so as to be able to address, assist and actively sell services to guests.

Must maintain excellent relationships within the Guest Services department and must familiarize oneself with the operations and priorities of all other hotel operating departments.

Perform other duties as directed, developed or assigned

Required Qualifications:

A genuine affinity for interacting meaningfully and positively with Primland teammates.

Self-confidence and sales skills, proactive at the moment of offering options.

Able to work on a flexible schedule, including weekends and holidays, according to department needs.

Drive to learn multiple computer programs and continually refine processes.

Ability to clearly communicate in English with guests, employees, owners, and management both orally and in writing.

Ability to prioritize and follow up on work assignments.

Ability to handle multiple tasks at the same time seamlessly, prioritizing with utmost care for the guest experience, including balancing operating computer programs, and professional telephone interaction.

Ability to think critically and solve problems as they arise.

Ability to compute basic mathematical calculations.

Ability to input and access data in a computer.

Ability to be a clear thinker and remain calm under pressure.

Ability to maintain the confidentiality of guest information and designated hotel data

What Else? :
At Auberge, we are passionate about our mission to be the best-loved operator of one-of-a-kind luxury properties and experiences. We are storytellers and story-makers, delivering simple pleasures and creating indelible memories. Born in Napa and inspired by the most relaxing places in the world, we prize simplicity, comfort, and beauty. Whatever role we play in Auberge, and wherever we reside and work, we all live by the view that our core purpose is to enrich people’s lives.

If that philosophy resonates with you and you feel that our approach is aligned with your own passions and beliefs, then please talk to us about becoming part of our family.

Primland is an Equal Opportunity Employer, M/F/D/V. Primland 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, Primland complies with applicable state and local laws governing nondiscrimination 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.