AC Guest Experience Lead

Guest Experience Lead

AutoCamp is seeking a dynamic, service-oriented Guest Experience Lead to join our team! AutoCamp is a lifestyle hotel brand that is changing the way people experience the great outdoors. We provide an upscale, hassle-free, and comfortable experience in the world's top outdoor destinations -- we call it Outdoor Hospitality. If you consider yourself a creative problem solver who always finds a way to get it done, we invite you to apply to AutoCamp to join our adventure.

The Guest Experience Lead greets and welcomes guests to Autocamp and helps to make them feel comfortable in the environment and create a memorable stay. This position will act as a daily shift leader to support the Front Desk and any issues that arise. They will help to create an exceptional guest experience for all guests by partnering with the Guest Experience Team and Operations Manager. They are also responsible for monitoring the inventory of rooms, resolving reservation issues, billing issues, and the cleanliness of the Front Desk and surrounding areas. This position will respond to inquiries and problems in an efficient, courteous, and professional manner to ensure total customer satisfaction.

Essential Responsibilities Include, But Are Not Limited To:

• Greet and welcome guests by speaking in a warm, friendly, and courteous manner.
• Daily shift leader managing the Front Desk and supporting the Operations Manager.
• System Matter Expert in the Property Management System for Front Desk and Transient Guest Billing.
• Oversee registration and accommodation assignments, helping with special requests when needed and possible.
• Guide guests with check-ins/check-outs in an efficient and friendly manner, and in accordance with Autocamp's policies.
• Collect and distribute messages for guests.
• Pre-register, block, and take same-day reservations; and when necessary future reservations follow hotel rate structures, discounts, and sell strategies.
• Resolve guest complaints and assist with inquiries that relate to Autocamp's services, events, directions, local attractions, etc.
• Assist with resolving billing discrepancies.
• Perform cancellations according to procedures.
• Monitor front desk office supply inventory, and notify Operations when orders need to be placed.
• Carry out the property Lost and Found process for the Guest Experience Department.
• Assist the department with covering/working last-minute call-offs.
• Support and help with the Food & Beverage operation when needed taking and ringing in orders.
• Monitor the kitchen for cleanliness and adherence to food and drink safety laws.
• Helping cook and serve meals and beverages when necessary.
• Perform any other duties as requested by the Supervisor.

Educational Requirements And Preferences:

• 2+ years of experience in hotel front desk or supervisory hospitality roles.
• Proficiency in PMS and POS systems.
• Strong leadership, communication, and organizational skills.
• Ability to manage multiple priorities across departments.
• Comfortable working flexible hours, including nights, weekends, and holidays.

Desired Skills And Experience:

• Customer service background.
• College degree in hospitality, business administration or similar.
• Ability and comfort in working with cloud-based applications; knowledge of Google Suite products preferred.
• Strong relational skills
• Thoroughness and an attention to detail
• Excellent and attentive customer service

The Right Person Will...

• Be well groomed and have a keen sense of style and an appreciation for good design.
• Practice thoroughness and an attention to detail.
• Possess excellent and attentive customer service.
• Be a creative problem solver who can find solutions when issues arise.

*AC Hospitality Management, LLC is an Equal Opportunity Employer.