Guest Experience Specialist — Front Desk & Reservations

Ontario Trillium Foundation; Estes Park (CO); On-site; USD 21,000 - 28,000; Full time

Benefits offered by this job

Competitive hourly pay with incentives

Vacation / Sick / Holiday Pay

Health/Vision/Dental Insurance

Life / STD Insurance

401k

Employee Discounts

Employee Assistance Program

Growth opportunities

Job summary

The Expedition Lodge Estes Park, a Vista Host Management property, is seeking a Guest Service Representative to handle front desk tasks and guest interactions with a friendly, professional approach.

You will greet guests, manage registrations and departures, process payments, answer inquiries, and provide information on local attractions and hotel services. The role emphasizes guest satisfaction and smooth operations at the lobby desk.

Qualifications

• Must be able to communicate effectively in English.
• Must be able to stand for extended periods.
• Must be able to lift up to 20 lbs.
• Ability to work independently and manage tasks without supervision.

Responsibilities

• Provide exceptional customer service to all hotel guests, making their stay as comfortable and enjoyable as possible while achieving team and brand goals.
• Perform quality assurance (QA) requirements for the front office department.
• Ensure compliance with hotel policies, procedures, and relevant ordinances regarding personnel, security, cash handling, guest relations, and safety.
• Remain highly visible and readily available for guests, taking initiative to offer assistance or answer questions.
• Adhere to hotel credit policies, including credit card authorization, direct bill accounts, cash payments, and incidental deposits.
• Manage guest complaints, taking ownership to resolve issues and ensure superior guest satisfaction.
• Greet, register, suggestively sell (and upsell), issue room keys, and assign rooms in a friendly and efficient manner.
• Provide information about the hotel, amenities, local dining, attractions, and travel directions.
• Accurately check out guests and communicate departures to housekeeping.
• Make, confirm, and cancel reservations via telephone, computer, and written communication.
• Answer and route internal and external phone calls in a friendly manner, following prescribed procedures.
• Update the shift-to-shift log regularly to ensure clear communication between shifts.
• Maintain cleanliness and organization of the hotel lobby, coffee stations, and front desk area.
• Assist other departments as needed and perform other related duties as assigned.

Skills

Customer service

Communication skills

Outgoing personality

Multitasking

Job description

The Expedition Lodge Estes Park, a Vista Host Management property, is seeking a Guest Service Representative to handle front desk tasks and guest interactions with a friendly, professional approach.

You will greet guests, manage registrations and departures, process payments, answer inquiries, and provide information on local attractions and hotel services. The role emphasizes guest satisfaction and smooth operations at the lobby desk.