Guest Concierge and Host

Madbush Falls, Vermont’s bike & ski basecamp in the incredible Mad River Valley, is adding a key member of our team: Lodge & Scoop Coordinator. If you love hospitality and want to help our guests experience our incredible mountain environment, this could be the position for you.

You’ll join an awesome, supportive team working together on our gorgeous property, which includes a wildly popular 100+ seat restaurant, 24-room lodge with 10 seasonal tents, a brand new scoop shop, a bike shop operated by the Outdoor Gear Exchange, and 2 Savu Saunas right by our namesake waterfall. We have earned over 250 5-star reviews and acclaim from multiple national press outlets, including a rating from Outside Magazine as the #3 fall destination in the world.

Madbush Falls opened in late summer 2023, the culmination of 3 years of planning and construction and a dream team of Vermont’s outdoor and hospitality professionals. We transformed a classic 50’s era roadhouse (originally called The Madbush Alpine Chalet) into a restaurant beloved by locals and tourists alike, a comfortable, chic lodge that’s the perfect place to relax after a big day outside, and a cultural center and logistical basecamp for Vermont’s booming mountain and gravel biking scene.

The property features a crystal clear waterfall and swim hole just steps from the lodge, and beautiful open grounds with a river running through it. It’s trailside to a world class mountain bike network. In the winter, we’re neighbors to Waitsfield’s largest XC ski center and 8 minutes from Sugarbush and Mad River Glen on the free shuttle route.

You'll be supported by General Manager Dennis Richter and Founder Jonny Adler (also co-Founder of the Skinny Pancake), and a stellar team of talented room attendants, servers, bartenders, and cooks.

Operational Responsibilities

Your mission is to provide high-energy service to our guests across all areas of the property, from the lodge to the scoop shop. This includes:

Guest Service & Experience

• The Ultimate Host: Greet guests across the property—whether in the lodge or at the ice cream counter—offering the enthusiasm needed to make their stay memorable.
• Check-In & Communication: Help guests navigate our "deskless" arrival process using our keyless entry system and messaging app to provide prompt service at any hour.
• Local Trail Guide: Share your passion for the Mad River Valley’s biking, hiking, and skiing scenes to help guests plan their perfect adventure.
• Expert Provisioning: Equip guests for their day by pulling an espresso, pouring a beer, directing them to the bike shop, or serving up scoops at our ice cream counter.
• Digital Engagement: Respond quickly to guest questions and comments via our real-time messaging systems.

Operations & Team Support

• Scoop Shop Management: Take ownership of the ice cream shop operations, ensuring the dipping cabinet is stocked, the counter is clean, and the outdoor seating area is inviting for guests.
• Dynamic Dining Support: Jump into restaurant service during peak times, including a couple of breakfast shifts per week and occasional support during dinner.
• Lodge Logistics: Collaborate with the General Manager and Housekeeper to ensure rooms are ready; while not a dedicated housekeeper, you’ll help "turn" rooms on busy days.
• Channeling Feedback: Help maintain our high volume of 5-star reviews by swiftly addressing guest needs and reporting feedback to the General Manager.
• Mastering the Tech Stack: Gain fluency in our essential tools, including Toast (Point of Sale), Oracle’s Opera Cloud (Property Management System), and Akia (Guest Messaging).

Qualifications:

• High school diploma or equivalent
• Minimum of 1 year of experience in a customer service or hospitality related role
• Strong interpersonal and communication skills both written and verbal.
• A genuine love of Vermont’s outdoors and culture
• Flexibility to work shifts that include occasional evenings, weekends and holidays

Pay: this is a full time position with room to grow. Pay is a guarantee of at least $20/hr with the following formula:

• Lodge operations & scoop shop: $14.42/hr plus tips from the scoop shop or room cleaning, with a guaranteed minimum hourly rate of $20/hr.
• Breakfast & dinner food service shifts: server wage ($7.21/hr) plus 3 points in the tip pool, with a guaranteed minimum hourly rate of $20/hr.

Benefits: Free shift meals, 50% employee food discount, free bike demos and employee gear discounts at Rider’s Outpost, and 50% off of Savu Saunas!

The Rider’s Outpost LLC is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Job Types: Full-time, Part-time

Pay: $20.00 - $25.00 per hour

Benefits:

• Employee discount
• Flexible schedule
• Referral program

Work Location: In person