Guest Service Specialist

Guest Services Specialist

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

• 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.