Guest Experience Specialist

Lake Austin Spa Resort; Austin (TX); On-site; USD 30,000 - 42,000; Full time

Benefits offered by this job

Health, Dental, Vision & 401k

Employee Discounts

Growth Opportunities

Wellness Classes

Job summary

Lake Austin Spa Resort seeks a friendly Front Desk/Guest Services Associate to welcome guests, manage check‑in/out, and handle payments with accuracy. You will maintain excellent knowledge of the resort and spa to assist guests, resolve requests, and ensure a memorable stay.

Responsibilities include greeting guests, answering phones, balancing cash, and collaborating with management to resolve issues while upholding the resort’s service standards.

Qualifications

• High school diploma or equivalent.
• Prior customer service or hospitality experience preferred.
• Knowledge of guest services best practices.

Responsibilities

• Greet guests with a sincere, friendly welcome and address by name.
• Answer the phone promptly with a pleasant, clear tone.
• Check guests in/out, handle payments and balance the cash drawer.
• Maintain knowledge of the resort and spa to assist guests.
• Resolve guest requests and complaints promptly or escalate to management.

Skills

Customer service

Microsoft Office

Communication

Conflict resolution

Patience

Education

High school diploma or equivalent

Tools

Calculator

Fax

Copier

Personal computer

MS Office

Job description

As a standard hospitality expectation, this position requires flexibile availability, including weekends, holidays, and some evenings.

• Greet guests immediately with a sincere, friendly welcome. Using a cheerful, clear voice, address guests by name and listen carefully to understand requests.
• Promptly answer the telephone within three rings, using a name and a pleasant, clear tone.
• Complete the registration process by checking guests in according to LASR procedures. Handle cash, make a change, and balance and assign cash drawer. Accept and record vouchers, travelers' checks, credit cards, and other forms of payment.
• Maintain a thorough knowledge of the entire resort, including the spa.
• Ensure all guest requests during the stay are completed promptly and satisfactorily.
• Close guest accounts at checkout and ask guests how they enjoyed their stay. Offer a compromise or call the manager or reservations to resolve the guest's concern on the eve of dissatisfaction or a dispute.
• Investigate all guest complaints thoroughly. Listen carefully and offer assistance to resolve. If the issue cannot be resolved after offering alternatives, obtain management assistance.
• Fully responsible for completing all items on the shift checklist daily.
• Responsible for the proper operation of security gates according to resort procedures.

Additional Responsibilities

In addition to performing the essential functions, this position may be required to perform additional functions according to the needs of the spa and as assigned by the supervisor. These responsibilities m include but are not limited to:

• Escort guests to rooms and assist them with baggage handling as necessary.
• Provide safety deposit box for guests, completing the appropriate paperwork.
• Operate fax machine and copier as required, ensuring guests receive messages and deliveries.
• Receive, log, and deliver packages from UPS, FedEx, etc.
• Arrange for guest transportation as needed.

Knowledge, Skills, And Abilities

The individual must possess the following knowledge, skills, and abilities and be able to explain and demonstrate that they can perform the job's essential functions, with or without reasonable accommodation, using some other combination of skills and abilities.

Knowledge

• Knowledge of effective customer service techniques and skills.

Skills

• They are skilled in using a calculator, fax, copier, and personal computer. Confident with entry-level Microsoft Office skills.

Abilities

• Ability to deal with external and internal customers, collect information, and resolve conflict using high patience, tact, and diplomacy.
• Ability to stand for long periods, carry luggage, and drive a vehicle safely.
• Must be able to lift up to 40 lbs.

Education

QUALIFICATION STANDARDS:

• High school diploma or equivalent.

Experience

• Prior customer service or hospitality experience preferred.

Licenses And Certifications

• Valid TX driver's license with a clean record.

About Lake Austin Spa Resort

Nestled along the shores of scenic Lake Austin in the beautiful Texas Hill Country, Lake Austin Spa Resort offers guests the sanctuary of an award-winning spa and the warmth of a best friend's lake house.

Lake Austin Spa Resort offers all-inclusive vacation packages, which include accommodations in one of 40 charming lakeside guest rooms across 12 landscaped grounds, three gourmet meals daily, indoor and outdoor fitness activities and classes, and a selection of more than 100 spa and body treatments in the 25,000-square foot spa.

What makes Lake Austin Spa Resort an incredible, rewarding place to work? It's the talented team, community, tranquil surroundings, and, most importantly, the ability to care for and provide exceptional service to our guests.

What We Believe

• Shared accountability
• Humility and kindness
• Creative problem solving
• Collaboration & community
• Do well and do good

Benefits

• Scenic Views
• Wellness Classes
• Growth Opportunities
• Community Atmosphere
• Employee Discounts
• Employee Recognition
• Complimentary Classes
• Health, Dental, Vision & 401k

We are located on S Quinlan Rd, approximately 10 minutes into the Steiner Ranch neighborhood.

Lake Austin Spa Resort is an EOE/M/F/D/V and eVerify Employer.