Specialist, Experience Collection

POSITION SUMMARY

The Experience Collection Specialist supports, enhances, and develops the Club's Once in a Lifetime Journeys (OIAL), European Villas, and Events programs. The Specialist Trip Leads or Jr. Manages ~4-8 Journeys, Villas, and Events annually, evaluates processes, and assists the Journeys Management Team with ongoing projects.

KEY RESPONSIBILITIES

Trip Leadership & Operations

• Trip Lead or Jr. Manage ~4-8 OIAL Journeys, European Villas, and Events annually; serve as mentor for other Trip Leads.
• Conduct and lead site inspections with partners; serve as onsite lead when Trip Manager is unavailable.
• Draft and distribute Member-facing communications, mail merges, and trip information forms.
• Manage pre-trip logistics: birthday/anniversary cards, amenity packing, sales collateral, and travel binders.
• Maintain trip files, monitor satisfaction scores, run reports, and assist with post-trip surveys.

Program Development & Launch

• Brainstorm, research, and develop new OIAL Journeys, Villa experiences, and Events; create presentations for leadership.
• Manage RAS (Reservation Allocation System) setup, residences grid, allocation, manifests, and post-RAS communications.
• Collaborate with Marketing to develop collateral, maintain website content, Journey Guides, and Trip Planners.
• Work with Legal and partners to develop contracts; liaise with IT on system setup and property codes.

Billing & Budget

• Assist in establishing trip proformas/budgets; maintain billing spreadsheets and process payment requests.
• Send reservation and billing data to Finance; handle cancellations, refunds, and vendor payments.
• Attend monthly BVA meetings; set billing reminders and ensure prompt, accurate billing with Accounting.

Training & General Support

• Train Trip Leads and new hires on manifest handoffs, site inspections, and the art of member travel.
• Assist in interview, selection, and onboarding of Ambassador Trip Leads; collaborate on projects.
• Oversee experience webinars, vendor payments, and department amenities.
• Attend weekly OIAL, Communications/Sales, and All Company meetings; present at MSM as needed.
• Other duties as assigned.

QUALIFICATIONS

• 3-5 years of related experience or a bachelor's degree (or equivalent combination).
• 1-3 years as a Trip Lead; 2-3 years of Account Management experience.
• Background in event management, high-end hospitality, or travel; experience with affluent clientele.
• Excellent verbal and written communication; professional demeanor in conflict resolution situations.
• Strong attention to detail, organizational skills, and ability to multitask in a fast-changing environment.
• Proficient in Microsoft Office (Outlook, Word, PowerPoint, Excel including Mail Merge and budgeting); Salesforce and SharePoint a plus.
• Hybrid work environment. Must be at Downtown Denver office 2-3 days a week.
• Ability to travel domestically and/or internationally ~20% of year (international trips may be 14 days at a time)