Guest Service Specialist

Job Description

Job Description

Description:

We’re looking for energetic and guest-focused team members to join our team and be the heartbeat of the member and guest experience. You’ll be the first face our guests see — setting the tone for their stay, creating memorable moments, and ensuring every interaction reflects the Gravity Haus mission and values.

If you’re the kind of person who gets bored doing the same thing every day, you’ll love this role. You might be checking in a guest one minute, making an espresso the next, helping turn a room, renting a surfboard, or jumping in on a property project — every day brings something different.

Key Responsibilities

Front Desk & Guest Experience

• Greet every guest and member with warmth, enthusiasm, and genuine hospitality.
• Handle all check-ins, check-outs, and reservations using the Property Management System (PMS) with accuracy and attention to detail.
• Communicate with guests via phone, email, and in person to manage requests and resolve issues promptly.
• Coordinate pre-arrival outreach and ensure VIP and special requests are prioritized.
• Collaborate closely with the housekeeping, maintenance, and F&B teams to ensure rooms and amenities are guest-ready.
• Resolve guest billing questions and service issues with professionalism and empathy.

Membership & Community Engagement

• Educate guests and prospective members on Gravity Haus Membership and its benefits.
• Create and support “Member for a Day” experiences, integrating F&B, fitness, coworking, and community events.
• Assist local and visiting members by curating personalized itineraries and recommendations that enhance their stay.
• Build connections with guests and members that foster loyalty and long-term relationships.
• Collaborate with the Membership and Marketing teams to identify engagement opportunities and promote upcoming events.

Café & Beverage Service

• Prepare and serve coffee, espresso drinks, and other beverages.
• Support and execute daily food and beverage operations, including food preparation, casual cooking, beverage service, café operations.
• Serve beer and wine responsibly in accordance with local laws.
• Take orders and serve quick, casual food items.
• Maintain a clean, organized, and well-stocked café area.
• Perform deep cleaning of café equipment, workspaces, and food preparation areas.

Housekeeping, Laundry & Property Support

• Support routine property maintenance and cleanliness projects as needed.
• Assist with light landscaping and general upkeep of outdoor areas. (Outdoor Grills, Camp Sites, and other public areas)
• Collect, sort, wash, dry, fold, and distribute laundry as needed.
• Make beds and assist with cleaning and resetting guest rooms to established standards.
• Strip guest rooms, remove used linens and towels, and prepare rooms for cleaning.
• Assist the housekeeping team with daily room cleaning and turnover as needed.

Surf & Equipment Rental

• Provide guests with basic information regarding equipment use, care, and return procedures.
• Rent surfboards, wetsuits, and related equipment to guests and members.
• Maintain surf equipment and communicate any damage, repair, or replacement needs.
• Clean, rinse, inspect, and properly store surfboards and wetsuits after use.

Operations & Support

• Manage daily communications with other departments using internal software tools.
• Support room assignments, daily board updates, and special project coordination.
• Process transactions accurately using POS systems
• Ensure guest data, billing, and inventory records are accurate and up to date.
• Support opening and closing procedures for café and guest service areas
• Maintain compliance with all safety, cleanliness, and sustainability standards.
• Monitor inventory levels and communicate restocking needs
• Participate in regular team meetings and contribute ideas for improving operations and service standards.

What We’re Looking For

• 1+ year of experience in hospitality or customer service (hotel experience preferred).
• Excellent verbal and written communication skills; bilingual (English/Spanish) a plus.
• Strong organizational skills and attention to detail.
• Ability to multitask and remain calm in a fast-paced, guest-facing environment.
• A collaborative spirit and willingness to jump in wherever needed.
• Comfort using hospitality systems (PMS, OpenTable, Slack, or similar).
• Must possess a valid Washington State Food Handler and MAST permit or be willing to obtain certification upon hire. 
• A passion for the outdoors, wellness, and a sustainable lifestyle.

Physical Requirements

• Ability to stand for extended periods.
• Ability to lift up to 50 lbs occasionally.
• Flexibility to work weekends, holidays, and varying shifts as needed.

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, 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: