Guest Experience Attendant

Responsibilities

• Greet guests with warmth and enthusiasm, creating a welcoming first impression at check‑in and a positive send‑off at departure.
• Assist with reservations, check‑in, check‑out, guest inquiries, and front desk communications.
• Accurately process payments and follow cash‑handling procedures.
• Maintain accurate guest information, room assignments, and notes in the Property Management System (PMS).
• Assist guests with directions, transportation questions, amenity requests, and general lodge information.
• Share local knowledge and personalized recommendations that enhance the guest’s stay and sense of place.
• Create memorable interactions by being attentive, friendly, and proactive in anticipating guest needs.
• Go above and beyond to surprise and delight guests, whether through thoughtful recommendations, problem‑solving, or small gestures of hospitality.
• Represent the Trailhead Lodge brand with energy, authenticity, and enthusiasm.
• Support service recovery by addressing guest concerns with empathy and escalating issues when appropriate.
• Support limited food and beverage services, including lobby offerings, grab‑and‑go items, and non‑alcoholic beverages.
• Process retail and grab‑and‑go transactions accurately through the POS system.
• Maintain cleanliness, organization, and presentation of retail and food offerings.
• Communicate restocking or supply needs to the Guest Experience Supervisor.
• Work collaboratively with Guest Experience Attendants, the Guest Experience Supervisor, Night Audit, Housekeeping, and Facilities teams.
• Follow daily priorities, schedules, and guidance provided by the Guest Experience Supervisor.
• Remain open to coaching, learning, and growing toward future leadership opportunities.
• Support a positive, team‑oriented work environment centered on hospitality and shared accountability.
• Partner cross‑functionally to support efficient work‑order communication and guest issue resolution.

• High school diploma or GED required.
• Prior guest service or hospitality experience preferred but not required.
• Outgoing personality with a genuine desire to help people.
• Strong communication skills and confidence interacting with guests.
• Ability to remain calm, friendly, and solution‑oriented in fast‑paced environments.
• Comfortable working in a fast‑paced, multi‑system environment while maintaining high levels of data accuracy and guest confidentiality.
• Ability to quickly learn and navigate guest‑facing technology platforms, including reservation systems, POS systems, and CRM tools.
• Proficiency with hotel Property Management Systems (PMS) (e.g., Stay N Touch, Cloudbeds, Roommaster, Maestro, Mews, or similar systems).
• Working knowledge of OTA and channel management platforms (e.g., Site Minder or comparable systems).
• Strong competency in Microsoft Office / Microsoft 365, including Outlook, Word, Excel, and Teams.