Guest Service Specialist

Job Description

Job Description

Description:

We’re looking for an energetic, guest-focused Guest Services Specialist to join our Vail team. This is a dynamic, hybrid role responsible for creating exceptional experiences for both hotel guests and Gravity Haus members.

Guest Services Specialists are cross-trained across both the Hotel Front Desk and Member Club Desk and may be scheduled at either location throughout their shifts based on business needs. Whether welcoming a hotel guest, assisting a member, coordinating a special request, or helping someone make the most of their time in Vail, this role is at the heart of the Gravity Haus experience.

Key Responsibilities

Guest & Member Experience

• Greet and welcome hotel guests and Gravity Haus members with warmth, enthusiasm, and genuine hospitality.
• Create memorable experiences by anticipating guest and member needs and providing personalized service.
• Serve as a knowledgeable resource for Vail, providing recommendations for dining, activities, transportation, outdoor adventures, and local experiences.
• Build meaningful relationships with guests and members that encourage loyalty and engagement with the Gravity Haus community.
• Respond to guest and member questions, requests, and concerns promptly and professionally.
• Educate guests and prospective members on Gravity Haus Membership, amenities, programming, and benefits.

Hotel Front Desk

• Handle hotel check-ins, check-outs, reservations, room assignments, and guest requests accurately using the property management system (PMS).
• Communicate with guests by phone, email, and in person throughout their stay.
• Coordinate pre-arrival outreach and ensure VIP, special occasion, and other special requests are communicated and fulfilled.
• Assist with billing questions, payment processing, and other front desk transactions.
• Coordinate with Housekeeping, Engineering, Food & Beverage, and other departments to ensure rooms and guest areas are ready and welcoming.
• Be an expert on guest rooms and condos
• Assist with luggage, bell, valet, transportation, and other arrival and departure services as needed.
• Safely park and retrieve guest vehicles as part of valet services, and when necessary drive guest shuttle within the Town of Vail
• Maintain accurate guest information, room status, and daily operational records.
• Assist with inventory management and upsell programs
• Assist with pre-arrival and post-departure preparation for guests, owners, and member stays 

Member Club Services

• Welcome and assist Gravity Haus members and guests using the Member Club facilities.
• Support daily operations of the member lounge, coworking spaces, fitness areas, and other shared amenities.
• Assist members with reservations, facility questions, programming, events, and other requests.
• Support "Member for a Day" experiences and help prospective members understand the Gravity Haus community.
• Assist with membership-related questions and direct prospective members to the appropriate Membership team member.
• Support retail operations, including product knowledge, sales, inventory, and accurate cash handling.
• Help maintain a clean, organized, and welcoming Club environment.

Operational Excellence

• Maintain a high standard of cleanliness, organization, and presentation at both the Hotel Front Desk and Member Club Desk.
• Communicate effectively with other departments to ensure seamless daily operations and exceptional guest and member experiences.
• Follow all cash handling, safety, security, and operational procedures.
• Use internal systems and communication tools to maintain accurate information and coordinate with team members.
• Be flexible and willing to work at either the Hotel Front Desk or Member Club Desk based on business needs.
• Jump in to support other areas of the property when needed, contributing to a collaborative and team-oriented environment.
• Participate in team meetings, training, and ongoing learning opportunities.
• Identify opportunities to improve processes, service, and the overall guest and member experience.
• Uphold Gravity Haus standards, policies, and core values in every interaction.\
• And any duties as assigned by manager

What We’re Looking For

• 1+ year of experience in hospitality, hotels, customer service, or a related guest-facing environment preferred.
• Previous hotel front desk, concierge, membership, or club experience is a plus.
• Excellent verbal and written communication skills; bilingual English/Spanish is a plus.
• Strong interpersonal skills and a genuine passion for creating exceptional guest and member experiences.
• Ability to multitask, prioritize, and remain calm and professional in a fast-paced environment.
• Strong attention to detail and organizational skills.
• Comfortable learning and using hospitality technology, including PMS, POS, membership, and communication platforms.
• Ability to work independently while also being a collaborative team member.
• Willingness to learn both Hotel Front Desk and Member Club operations and work wherever needed.
• Must possess a valid driver's license and maintain a clean driving record.
• Ability to safely operate and park guest vehicles as part of valet services.
• Passion for the outdoors, wellness, hospitality, and creating community.
• Commitment to Gravity Haus' mission, vision, and core values.

Physical Requirements

• Ability to stand and walk for extended periods.
• Ability to lift and carry up to 50 lbs. occasionally.
• Ability to safely handle and park guest vehicles.
• Ability to work outdoors in varying weather conditions as needed.
• Flexibility to work weekends, holidays, early mornings, evenings, and varying shifts based on business needs.

About Gravity Haus

Gravity Haus is a community-driven adventure lifestyle brand with hotels, restaurants, and experiences that empower a modern way of travel. We create spaces where locals and travelers connect, refuel, and play — all rooted in the spirit of the outdoors and intentional living.

At the heart of everything we do are our core values , which guide our culture, service, and growth:

• Keep Growing
• Bring Others Along
• Create Powerful Moments
• Be “All-In” + Go the Distance
• Make it Better than You Found It

We’re looking for team members who share these values and want to make a meaningful impact in both their work and community.

What We Can Offer You

When you join Gravity Haus, you’re not just taking a job — you’re stepping into a community with benefits, perks, and opportunities to grow. Full-time team members enjoy health insurance, a 401(k) with company match, and an All-In Gravity Haus Membership that includes adventure perks like discounted stays, gear rentals, wellness programming, and more. Part-time team member benefits vary.

Requirements: