Guest Experience Specialist

Crystal Creek Hospitality; Jackson (WY); On-site; USD 20,664 - 27,552; Full time

Job summary

Crystal Creek Hospitality in Jackson, WY, is seeking a Front Desk/Guest Services Agent to join the Front Desk, Concierge and Guest Experience teams. You will uphold service standards and help maximize guest satisfaction.

This role requires friendly communication, careful handling of reservations and payments, and knowledge of the OPERA PMS. You will work in a supportive, hospitality-driven culture committed to guest care and teamwork.

Qualifications

• Strong background of customer service experience.
• Excellent computer, verbal and written communication skills.
• Proven track record resolving guest problems and expediting solutions.
• Understand daily hotel operations and systems.
• Must read, write and speak the English language effectively.
• Possess complex math skills.
• Ability to work independently, with little to no supervision, use time efficiently and multi-task.
• Be an active team player and ability to collaborate across teams.

Responsibilities

• Follow safety and emergency guidelines, policies and procedures.
• Handle reservations, check-ins, check-outs, upgrades, room moves, billing, cash and credit card transactions, operating the switchboard, coordinate delivery of guest requests, deliver safe deposit boxes, and guest follow-up.
• Greets customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such on outlet hours, special VIP programs, events, etc.
• Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Non-verbally confirm the room number and rate. Promotes and administers Hotel Marketing programs, for arriving guests. Ensures guest knows location of room. Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest
• Ensure all Crystal Creek Hospitality and Brand and service standards are met and adhered to.
• Remain calm and alert, and resolve guest complaints within guidelines. Protect guest sentiment by representing and promoting the hotel and dealing positively with the public. Follow the L.E.A.R.N. model
• Promptly answers the telephone and email inquiries from internal and external communication streams. Inputs messages into the computer and advises other associates of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items for customers as requested
• Monitor guest accounts and room inventory
• Ensure rooms and services are correctly accounted for within guest statement and assists guest with check out payments or charges. Accepts and records vouchers, credit, traveler's checks, and other forms of payment
• Be proficient using Property Management Systems (OPERA) and other pertinent software as assigned (MGS & GXP)
• Complete all assigned checklists and shift reports accurately
• Complete all operations of lost and found, including inputting items into database, guest outreach, and shipping of guest items
• Maintain a professional appearance and attitude at all times. Follow the dress code and uniform standards. Demonstrate positive body language and posture
• Maintain house bank and operate cash register without error
• Be educated and familiar with local and area recreational activities and services, dining, and cultural activities and attractions. Provide recommendations to guests
• Be aligned with the culture, values, goals and human resource programs of the Crystal Creek Hospitality
• Follow all best practices, policies and procedures for Front Desk Team
• Maintain a clean, neat and organized workstation and lobby area
• Complete miscellaneous tasks as assigned, assist in other departments when needed

Skills

Customer service

Verbal communication

Written communication

English language

Problem solving

Teamwork

Tools

OPERA PMS

MGS

GXP

Job description

Crystal Creek Hospitality in Jackson, WY, is seeking a Front Desk/Guest Services Agent to join the Front Desk, Concierge and Guest Experience teams. You will uphold service standards and help maximize guest satisfaction.

This role requires friendly communication, careful handling of reservations and payments, and knowledge of the OPERA PMS. You will work in a supportive, hospitality-driven culture committed to guest care and teamwork.