Luxury Guest Communications Specialist

Nemacolin; Wharton Township (PA); On-site; USD 21,000 - 30,000; Full time

Benefits offered by this job

Competitive hourly wages

401(k) program

Medical, dental, and vision coverage

Paid time off and holiday compensation

Discounted associate meals and uniform

Savings across resort dining, retail,

Exclusive access to The Rec Center,The

Market experience

Job summary

Nemacolin in Pennsylvania's Laurel Highlands seeks a Guest Services Associate to manage central phone and text communications, delivering warm, efficient responses and ensuring guest inquiries are resolved with care.

You will coordinate with housekeeping, engineering, F&B, spa, and transportation to fulfill requests, maintain confidential guest records, and uphold Forbes-level service standards even during busy periods.

Qualifications

• High school diploma or equivalent required.
• One to two years of experience in a call center, hotel operations, front desk, guest services, or a related hospitality environment.
• Exceptional verbal communication, active listening, and professional telephone etiquette.
• Strong multitasking abilities within a fast-paced, service-focused setting.
• Basic computer proficiency and experience utilizing multi-line telephone systems.
• Ability to work flexible schedules, including evenings, weekends, and holidays.
• Experience within a luxury hospitality, resort, or upscale service environment preferred.
• Familiarity with PBX, HotSOS, or comparable hospitality communication and service-management platforms preferred.
• Experience supporting VIP, high-profile, or discerning guests preferred.

Responsibilities

• Serve as the central phone and text connection for guests and resort teams, resolving inquiries with warmth and efficiency.
• Provide guidance on accommodations, amenities, dining, spa services, transportation, hours, and local attractions.
• Coordinate with Housekeeping, Engineering, F&B, Spa, Transportation and other departments to fulfill requests fully and promptly.
• Enter, track, monitor, and proactively follow up on guest requests through service platforms.
• Maintain guest records with confidentiality and professionalism while meeting service standards.
• Support service recovery efforts and document valuable guest feedback.
• Maintain established service metrics and participate in training and quality assurance initiatives.

Job description

Nemacolin in Pennsylvania's Laurel Highlands seeks a Guest Services Associate to manage central phone and text communications, delivering warm, efficient responses and ensuring guest inquiries are resolved with care.

You will coordinate with housekeeping, engineering, F&B, spa, and transportation to fulfill requests, maintain confidential guest records, and uphold Forbes-level service standards even during busy periods.