Guest Services Representative

Ottine Mineral Springs; Gonzales (TX); On-site; USD 48,712,000 - 53,726,000; Full time

Job summary

Ottine Mineral Springs in Gonzales, Texas, seeks a friendly Guest Services team member to handle guest inquiries by phone and email, schedule spa services, and respond to reviews. The ideal candidate is tech-savvy, detail-oriented, and focused on delivering a seamless guest experience.

This role involves evenings, weekends, and holidays, working closely with on-site staff to maintain accurate bookings and high-quality service in a wellness-focused resort.

Qualifications

• Proven experience in customer service, hospitality, or spa/wellness environments.
• Strong verbal and written communication skills.
• Ability to work evenings, weekends, weekdays, and holidays.

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 escalate issues to the appropriate team members when necessary.

Skills

Customer service

Communication

Tech-savvy

Multitasking

Education

High School diploma or GED

Tools

Booking/reservation software

Spa management platforms

Job description

Ottine Mineral Springs, nestled beside Palmetto State Park, is a historic treasure renowned for its rich legacy and commitment to health and wellness. Our extraordinary waters are rich in natural minerals and have long been known to promote relaxation, reduce stress, and support overall well-being. Today, we carry on this tradition by offering a peaceful retreat where guests can experience the rejuvenating power of these waters in a calming setting that only nature can provide.

Position

Ottine Mineral Springs is seeking a friendly, detail-oriented Guest Services staff member to provide exceptional support for our wellness resort. This role includes handling guest inquiries via phone and email, booking spa services, and managing responses to social media and Google reviews. The ideal candidate is tech-savvy, customer-focused, and passionate about creating a seamless guest experience.

This position requires some nights, weekends, and holidays.

Compensation

$17 hourly

Qualifications

• Ability to work evenings, weekends, weekdays, and holidays 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 plus)
• Excellent organizational and multitasking skills.
• The position requires manual dexterity, auditory and visual skills, the ability to follow written and verbal instructions and procedures, and the capacity to communicate effectively and professionally.
• Tech-savvy with the ability to quickly learn new tools and systems.
• High attention to detail and commitment to creating a seamless guest experience.
• Ottine Mineral Springs is an equal opportunity employer and values diversity, equity, and inclusion. All employment is decided based on qualifications, merit, and business needs. We are committed to fostering the professional growth of our employees by providing opportunities for continuous learning and development. With dedication and demonstrated performance, there is potential for career advancement with our company.

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 escalatge 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. This individual may be required to carry out additional tasks and duties as needed or as directed. Additionally, employee responsibilities and job descriptions are subject to review and modification.