Four Seasons Resort and Residences Jackson Hole
- 7680 Granite Loop Road, P.O. Box 544, Teton Village, Wyoming, 83025, U.S.A.
Four Seasons Tenure
- Since 2003
- First Four Seasons Assignment: Lounge Server, Four Seasons Resort and Residences Jackson Hole
- Annapolis, Maryland, USA
- Bachelor of Science in Economics, Villanova University, Pennsylvania
“We do everything here,” says Hope Maloney, Chef Concierge, ticking off the array of services that demand her team’s attention at the Concierge Desk near the big stone fireplace in the registration area of Four Seasons Resort and Residences Jackson Hole.
There’s shipping – “We get skis at the desk all the time” – securing lift tickets – “We sell them right here, which is unique” – booking restaurant reservations and recreational pursuits, from fly-fishing and wildlife tours to excursions to Yellowstone National Park – “No one comes to Jackson Hole on business, so there’s a lot of demand” – and more.
Much more. Maloney’s seven-member concierge team reaches out to guests well ahead of their arrival, typically spending 45 minutes sizing up personal and recreational interests and then making arrangements to ensure that everyone gets the most from their visit. The process can take a month or more, she says, though the results aren’t necessarily set in stone. “Four Seasons guests want to be able to do what they want when they want to. We encourage people to book ahead, especially in summer. But there’s so much to do on the fly here that plans often change.”
Beyond its “will-do” attitude, the concierge team works to maintain great relationships with local vendors, the better to secure services and reservations for guests. Jackson Hole is a very transient town, Maloney explains, “the workers change constantly, but the managers stay the same, so we’ve been able to keep those relationships going.”
Meanwhile, turnover at the concierge desk only grows those relationships. “We promote people to concierge from inside, so every new member has contacts they developed in other departments of the Resort.” Whatever their background and personality, every concierge has the same thing in common: “We all love what we do because Jackson Hole is a fun town.”
Maloney’s path to the Resort started on the east coast. Born and raised in Annapolis, Maryland, she grew up enjoying life near the Chesapeake Bay but had no idea what she wanted to do. In college, she studied economics, figuring it would take her into finance.
It did. “I ended up with Lazard Frères & Co. in New York City, in an office on the 53rd floor of Rockefeller Center.” She liked the work, but she didn’t love it, she says, and after a couple of years began questioning what she really wanted to do with it. “One thing I knew was I didn’t want to be stuck doing something I hated when I was 40.” So after giving her situation some thought, she hung up her calculator and headed west.
“The thing about Jackson Hole is that unless you’re a nurse or an accountant, you pretty much work in the service industry,” she says. Maloney fit right in, doing “a ton of different jobs” from office work to running deliveries before spotting a recruitment ad for the opening of a new Four Seasons resort. “Hotel work was never on my radar, but I went to the job fair anyway.”
Naturally gregarious – “I like talking to people and sharing experiences” – she thought she might be a good fit as a concierge, but there were no positions available. So she signed on as a server for Ascent Lounge and bided her time for an opening at the desk.
Maloney has made the most of her position since, including launching the Wyoming chapter of Les Clefs d’Or – literally, “keys of gold” – the professional organisation of hotel concierges around the world. “There are only two members in Wyoming, and the other member is right here at the Concierge Desk,” she says, with laugh. While Les Clefs d’Or concierges go out of the way to aid each other, Maloney admits that she only occasionally needs assistance in Jackson Hole. “But other concierges reach out to us and we’re happy to help. I go to conferences, and we’ve sponsored a woman who wants to start a chapter in Idaho. It’s nice to have that community and commonality.”
Meanwhile, Maloney is right at home and happy working with “high peaks all around and a national forest at the end of my street.” The jaw-dropping beauty and wonder of the region aside, she gets a particular kick out of helping guests find their happiness and keeping them coming back for more. “I always love it when I’m on the phone planning activities and people tell me, ‘I was excited for my trip before, but after talking to you, I’m looking forward to it even more.’”