Guest Experience & Reservations Concierge

Ottine Mineral Springs; Gonzales (TX); On-site; USD 19,000 - 28,000; Full time

Job summary

Ottine Mineral Springs near Palmetto State Park seeks an enthusiastic Guest Services representative. You will answer calls, respond to guest inquiries, schedule spa appointments, and manage social media communications to create a seamless guest experience.

This role requires evenings, weekends, and holidays, with prior experience in customer service or hospitality. You will help maintain high standards of service and promote our wellness offerings.

Qualifications

• Ability to work evenings, weekends, weekdays, and holidays is required.
• Proven experience in customer service, hospitality, or spa/wellness environments.
• Strong verbal and written communication skills.
• High School diploma or general education degree (GED).
• Comfortable handling phone, email, and social media communications.
• Must be able to speak, read, write, and understand English.
• Reliability, punctuality, and professional communication skills are critical.
• Ability to work under pressure with a high level of patience and customer service.
• Experience with booking/reservation software (experience with spa management platforms is a плюс).
• Excellent organizational and multitasking skills.

Responsibilities

• Answer incoming phone calls promptly and respond to guest inquiries in a professional and friendly manner.
• Monitor and respond promptly to emails regarding spa services, general questions, and guest needs.
• Schedule and modify spa appointments using the resort’s booking system.
• Provide detailed information about spa services, availability, and resort offerings.
• Respond to guest reviews on platforms such as Google and social media with professionalism and a brand-appropriate tone.
• Engage with guests via social media DMs and comments as needed.
• Coordinate with on-site staff to ensure accurate booking and communication.
• Maintain accurate records of guest interactions and bookings.
• Uphold a high standard of customer service aligned with OMS’s values
• Identify and elevate issues or concerns to the appropriate team members when necessary.
• Have a thorough understanding of the amenities and directions to/from the resort.
• Participate in team meetings and training sessions.
• Occasionally work alongside Guest Services Attendants on site.
• Due to changing operational demands and the need to exceed customer expectations, it may be necessary to undertake various functions that are not specifically related to this position.

Skills

Verbal and written communication

Organizational skills

Multitasking

Professional communication

Attention to detail

Tech-savvy with systems

Patience under pressure

Education

High School diploma or GED

Tools

Booking/reservation software

Spa management platforms

Job description

Ottine Mineral Springs near Palmetto State Park seeks an enthusiastic Guest Services representative. You will answer calls, respond to guest inquiries, schedule spa appointments, and manage social media communications to create a seamless guest experience.

This role requires evenings, weekends, and holidays, with prior experience in customer service or hospitality. You will help maintain high standards of service and promote our wellness offerings.