Guest Experience Attendant

Responsibilities Greet guests with warmth and enthusiasm, creating a welcoming first impression at check‑in and a positive send‑off at departure. Assist with reservations, check‑in, check‑out, guest inquiries, and front desk communications. Accurately process payments and follow cash‑handling procedures. Maintain accurate guest information, room assignments, and notes in the Property Management System (PMS). Assist guests with directions, transportation questions, amenity requests, and general lodge information. Share local knowledge and personalized recommendations that enhance the guest’s stay and sense of place. Create memorable interactions by being attentive, friendly, and proactive in anticipating guest needs. Go above and beyond to surprise and delight guests, whether through thoughtful recommendations, problem‑solving, or small gestures of hospitality. Represent the Trailhead Lodge brand with energy, authenticity, and enthusiasm. Support service recovery by addressing guest concerns with empathy and escalating issues when appropriate. Support limited food and beverage services, including lobby offerings, grab‑and‑go items, and non‑alcoholic beverages. Process retail and grab‑and‑go transactions accurately through the POS system. Maintain cleanliness, organization, and presentation of retail and food offerings. Communicate restocking or supply needs to the Guest Experience Supervisor. Work collaboratively with Guest Experience Attendants, the Guest Experience Supervisor, Night Audit, Housekeeping, and Facilities teams. Follow daily priorities, schedules, and guidance provided by the Guest Experience Supervisor. Remain open to coaching, learning, and growing toward future leadership opportunities. Support a positive, team‑oriented work environment centered on hospitality and shared accountability. Partner cross‑functionally to support efficient work‑order communication and guest issue resolution. Requirements High school diploma or GED required. Prior guest service or hospitality experience preferred but not required. Outgoing personality with a genuine desire to help people. Strong communication skills and confidence interacting with guests. Ability to remain calm, friendly, and solution‑oriented in fast‑paced environments. Comfortable working in a fast‑paced, multi‑system environment while maintaining high levels of data accuracy and guest confidentiality. Ability to quickly learn and navigate guest‑facing technology platforms, including reservation systems, POS systems, and CRM tools. Proficiency with hotel Property Management Systems (PMS) (e.g., Stay N Touch, Cloudbeds, Roommaster, Maestro, Mews, or similar systems). Working knowledge of OTA and channel management platforms (e.g., SiteMinder or comparable systems). Strong competency in Microsoft Office / Microsoft 365, including Outlook, Word, Excel, and Teams. #J-18808-Ljbffr