Overview

The Guest Experiences Coordinator, officially titled as the Pre-Arrival Concierge is a proactive revenue-generating extension of the Suncadia guest experience, engaging confirmed guests prior to arrival to uncover preferences, build excitement, and convert interest into curated on-property experiences. This role strategically positions dining, golf, recreation, spa services, and special events through personalized recommendations and value-driven conversations designed to enhance each stay. By leveraging thoughtful outreach, consultative selling techniques, and seamless coordination with internal partners, the Pre-Arrival Concierge maximizes ancillary revenue, increases pre-arrival bookings, and ensures guests arrive feeling anticipated, prepared, and fully immersed in the Suncadia experience.

Salary: $21.00/hour + Incentive opportunities

Hybrid/Remote Details:

All new hires are required to complete up to a 30-day onsite onboarding and training period to familiarize themselves with resort operations, systems, and guest service expectations. Once onboarding is completed remote work may be authorized. To maintain a strong understanding of the resort’s offerings, you will also participate in biannual familiarization visits to the property. Additionally, you will take part in 1-2 mandatory onsite in-person trainings annually for professional development and alignment with resort standards, as well as quarterly team outings to foster collaboration and team bonding. As invited by the Reservations Leader, there may be further travel opportunities for special events or additional training to enhance your knowledge of the resort. Residency in Washington State required.

There's no place like Suncadia.  

A premier all-season resort, Suncadia is tucked away on the sunny slopes of the Cascade mountains and offers guests three distinctive choices in hotel, Inn and private home accommodations. With more than 6,000 acres of forested mountain landscape, Suncadia features 40+ miles of hiking and biking trails, thirty-six holes of golf, a luxury spa, and the 2.2 million-acre Wenatchee Washington National Forest right next door. Plus, unparalleled activities like outdoor concerts, fine dining, swimming, and more.  

Why join our team?  

It takes a balance of innovators, relationship builders, and risk-takers to showcase the magic of Suncadia. There’s no one like you, and the individuality of our associates is central to our success. We value integrity and seek service-minded individuals who are passionate about delivering greatness. Sound like you? Join us and enjoy the benefits of being on our team.  

• Benefits: Full-time employees are eligible for medical, dental, vision, 401k (with a company match!) benefits, and more 
• Perks: Enjoy free golf, discounts on resort retail and food & beverage, and more! 
• A Balanced Life: Full-time team members are eligible for 2-weeks of PTO and holiday pay in their first year 
• Travel is good for the soul: Experience destinations around the country with team member hotel discounts 
• Growth: Opportunities for internal career growth and expansion 

• Celebrate: Monthly team member gatherings, quarterly events, and the legendary Team Member Golf Tournament 
• Be Part of the Magic: Trust us, seeing a first-time guest take in our Cascade views never gets old 

*Some benefits may vary based on job status

Responsibilities

• Sales & Upselling:
  • Identify opportunities to enhance the guest stay through upgrades, activity and dining add-ons, and seasonal experiences and packages. Support revenue goals through service-driven recommendations, following Suncadia’s selling standards.
  • Guest Engagement & Itinerary Planning:
  • Reach out to confirmed arrivals to assist with scheduling dining, spa, golf, and seasonal recreation. Curate tailored stay suggestions based on guest preferences, length of stay, special occasions, and family needs. Coordinate advance communication for high-demand periods including summer, Harvestfest, Winterfest, holidays, Suncadia hosted and local events.
• Communication & Coordination:
  • Serve as a pre-arrival liaison between guests and property departments including Recreation, Spa, Golf, Front Office / Guest Services, and Housekeeping & Property Management. Document all preferences and confirmations accurately within reservation systems and communication logs.
• Attention to Detail:
  • Verify accuracy for all reservations, confirmations, and special requests. Maintain precise tracking of outbound contacts, responses, and completed itineraries. Handle changes, cancellations, or concerns with professionalism and urgency.
• Pre-Arrival Follow-Through:
  • Ensure guests receive timely confirmations and arrival instructions. Support smooth handoff to on-property teams for check-in and day-of-arrival needs.
• Local & Resort Knowledge:
  • Maintain expert awareness of Suncadia amenities including Glade Spring Spa, Rope Rider and Prospector Golf Courses, Nelson Farm, Suncadia Social offerings and seasonal activities & recreation. Provide guidance on regional offerings across Upper Kittitas County including Roslyn, Cle Elum and Ellensburg – including breweries, trails, and attractions.
• Work Flexibility:
  • Due to the cyclical nature of the hospitality industry, you may be required to work varying schedules, including evenings, weekends, and holidays, to reflect business needs.
  • Perform other duties as assigned.

Qualifications

• High school education or GED equivalent
• Previous guest service experience in hospitality, reservations, or concierge preferred.
• Exceptional written and verbal communication skills.
• Strong organizational ability and comfort managing multiple tasks.
• Service-forward sales mindset with confidence in making tailored recommendations.
• Experience with reservation systems a plus (SMS, Hyatt Reserve, Revinate, EZTee, OpenTable, SpaSoft, Way, and Breezeway).
• Ability to work independently and collaboratively across remote and on-site teams.
• Flexibility to work weekends, evenings, and holidays based on business needs.
• You must have a reliable internet connection to perform your role. A minimum of 25Mbps upload and download speed is required to work on the VPN. Suncadia will not reimburse or pay for internet costs.
• People Person - must possess a professional, positive presentation and strong motivation to provide exceptional customer service
• Ability to thrive and succeed in a fast-paced, demanding work environment
• Ability to use office equipment in an efficient and effective manner
• Strong organizational skills
• Basic computer skills including proficiency with Microsoft Office software suite
• Ability to read and comprehend instructions and multitask
• Ability to work as a team-player and accept assignments from multiple individuals

#SuncadiaResort