Guest Service Specialist

Description

We’re looking for an energetic, guest-focused Guest Services Specialist to join our Vail team. This is a dynamic, hybrid role responsible for creating exceptional experiences for both hotel guests and Gravity Haus members.

Guest Services Specialists are cross-trained across both the Hotel Front Desk and Member Club Desk and may be scheduled at either location throughout their shifts based on business needs. Whether welcoming a hotel guest, assisting a member, coordinating a special request, or helping someone make the most of their time in Vail, this role is at the heart of the Gravity Haus experience.

• Greet and welcome hotel guests and Gravity Haus members with warmth, enthusiasm, and genuine hospitality.
• Create memorable experiences by anticipating guest and member needs and providing personalized service.
• Serve as a knowledgeable resource for Vail, providing recommendations for dining, activities, transportation, outdoor adventures, and local experiences.
• Build meaningful relationships with guests and members that encourage loyalty and engagement with the Gravity Haus community.
• Respond to guest and member questions, requests, and concerns promptly and professionally.
• Educate guests and prospective members on Gravity Haus Membership, amenities, programming, and benefits.

• Handle hotel check-ins, check-outs, reservations, room assignments, and guest requests accurately using the property management system (PMS).
• Communicate with guests by phone, email, and in person throughout their stay.
• Coordinate pre-arrival outreach and ensure VIP, special occasion, and other special requests are communicated and fulfilled.
• Assist with billing questions, payment processing, and other front desk transactions.
• Coordinate with Housekeeping, Engineering, Food & Beverage, and other departments to ensure rooms and guest areas are ready and welcoming.
• Be an expert on guest rooms and condos
• Assist with luggage, bell, valet, transportation, and other arrival and departure services as needed.
• Safely park and retrieve guest vehicles as part of valet services, and when necessary drive guest shuttle within the Town of Vail
• Maintain accurate guest information, room status, and daily operational records.
• Assist with inventory management and upsell programs
• Assist with pre-arrival and post-departure preparation for guests, owners, and member stays

• Welcome and assist Gravity Haus members and guests using the Member Club facilities.
• Support daily operations of the member lounge, coworking spaces, fitness areas, and other shared amenities.
• Assist members with reservations, facility questions, programming, events, and other requests.
• Support "Member for a Day" experiences and help prospective members understand the Gravity Haus community.
• Assist with membership-related questions and direct prospective members to the appropriate Membership team member.
• Support retail operations, including product knowledge, sales, inventory, and accurate cash handling.
• Help maintain a clean, organized, and welcoming Club environment.

• Maintain a high standard of cleanliness, organization, and presentation at both the Hotel Front Desk and Member Club Desk.
• Communicate effectively with other departments to ensure seamless daily operations and exceptional guest and member experiences.
• Follow all cash handling, safety, security, and operational procedures.
• Use internal systems and communication tools to maintain accurate information and coordinate with team members.
• Be flexible and willing to work at either the Hotel Front Desk or Member Club Desk based on business needs.
• Jump in to support other areas of the property when needed, contributing to a collaborative and team-oriented environment.
• Participate in team meetings, training, and ongoing learning opportunities.
• Identify opportunities to improve processes, service, and the overall guest and member experience.
• Uphold Gravity Haus standards, policies, and core values in every interaction. /li
• And any duties as assigned by manager

• 1+ year of experience in hospitality, hotels, customer…