ABOUT OUR COMPANY
Outbound Hotels:
Outbound Stowe is part of the Outbound Hotels collection, offering authentic, one-of-a-kind.
lodging that harmonizes with outdoor adventure. Guests can enjoy knowledgeable and friendly service; fun and engaging experiences; and an environment that is thoughtfully designed, embraces its place, and celebrates its community.
Other Outbound Hotels include the Virginian Lodge in Jackson Hole, WY, Outbound Mammoth and future properties including Outbound Yosemite in Oakhurst, CA near Yosemite National Park.
https://www.outboundhotels.com/
Springboard Hospitality:
Springboard Hospitality is a premier third-party hotel management company with a 30+ year history transforming lifestyle hotels throughout the United States. Springboard team members are a diverse mix of independent innovators, savvy storytellers, adventure-seekers, tech entrepreneurs, free-thinkers and community leaders making waves across one of the most diverse portfolios in the industry.
At every level, the Springboard team is dedicated to going Above & Beyond to deliver hotels that transform people, properties & communities. From memorable moments at the front desk, to thoughtful room touches, to inspired onsite programming, to locally crafted food and beverage experiences, the Springboard team is committed to empowering the traveler’s journey—inviting them to experience the vibrancy of each hotel’s locale, pushing authentic human connection, exploration, and discovery, while also driving revenue.
https://www.springboardhospitality.com/
Job Title: Guest Experience Associate
Position Overview: At Outbound Stowe, we don't just welcome guests—we craft experiences. As a Guest Experience Associate, you'll play a vital role in creating unforgettable moments for our guests. You'll be more than a greeter; your dedication to fostering human connections, comfortable experiences, and providing exceptional service will turn ordinary stays into extraordinary memories.
Core Responsibilities:
-
Maintain Cleanliness and Organization: Ensure guest areas meet Outbound Hotels' high standards of cleanliness and comfort.
-
Collaborate: Work with team members to ensure timely and accurate guest services and satisfaction.
-
Uphold Health and Safety Standards: Handle all guest interactions and amenities properly, adhering to cleanliness protocols.
-
Provide Friendly Service: Offer attentive and friendly service at all times.
Beyond the Basics: As a Guest Experience Associate at Outbound Stowe, you'll embody the spirit of our brand in every interaction. You'll connect with guests and enhance their experience. Your role extends beyond the confines of a front desk; you're an integral part of our larger community, helping to foster a sense of belonging for our guests.
Who We're Looking For: Successful candidates for this role are authentic, approachable, and adventure-curious individuals who embody the values of Outbound Hotels. You're not just passionate about hospitality; you're passionate about creating moments of magic for our guests. Your positive spirit and can-do attitude make you a valuable asset to our team.
The Deeper Meaning: In this role, you have the power to make people feel at home, even when they're far from it. By providing a warm, welcoming space and genuine hospitality, you're not just managing guest services; you're creating sanctuaries where guests can relax, recharge, and connect with nature and each other. Your attention to detail and commitment to service help guests feel valued, respected, and truly cared for.
Operationalizing the Brand: As a Guest Experience Associate, you'll be an ambassador for the Outbound Hotels experience. Your work reflects our brand's commitment to authenticity, adventure, and community. Every interaction is a testament to our dedication to providing unique, one-of-a-kind experiences that leave a lasting impression on our guests.
Positive Spirit and Attitude: To thrive in this role, you'll need more than just customer service skills—you'll need a positive spirit and an unwavering commitment to excellence. Your easygoing demeanor and sociable nature make you a natural fit for our team, and your enthusiasm for creating memorable experiences shines through in everything you do. With your charming personality and genuine warmth, you'll help guests feel right at home from the moment they arrive.
Join us at Outbound Stowe, where every guest interaction is an opportunity to create magic and connect with guests in meaningful ways. If you're ready to embark on a journey of hospitality, adventure, and discovery, we'd love to welcome you to our team.
ADDITIONAL RESPONSIBILITIES
-
Reports to the Front Office Manager and General Manager
-
Supports the front office team, sales team and the guest experience.
-
Main responsibilities include registering guests, making and modifying reservations, and may be required to assist with hotel operator and/or concierge duties.
-
Possesses knowledge of all hotel features, services, hours of operation, room numbers and types, room layout, decor, room rates, packages/promotions, daily house count and room availability status with expected arrivals and departures, scheduled in-house activities and their locations and times.
-
Pre-register, block reservations, take same day reservations, when necessary, cancel room reservation according to cancellation guidelines.
-
Process guest check-ins by confirming reservations and review all noted information. Guest(s) without reservations can be sold an agreed upon room type. Register guest in OPERA, generate registration card and verify registrations with guest; obtain information for credit/payment, collect cash if designated; assign guest room; and advise guest of any messages, mail, faxes, etc. received for them.
-
Communicate services and amenities of the hotel to guests.
-
Maintain guest history files.
-
Set-up accurate accounts for each guest in accordance to their requirements, i.e. separate room/tax/incidentals, comp.
-
Maintain, monitor and balance room availability for any given day.
-
File registration cards and vouchers by room number.
-
Handle VIP and upgraded accommodations
-
Assist and process overbooked or walked guests.
-
Assist and provide room change accommodations.
-
Documents all guest requests, complaints, or problems.
-
Resolve guest complaints to ensure guest satisfaction.
-
Maintain organized and clean work area with necessary supplies.
-
Responsible for assigned bank and ensure accuracy of contracted monies; keep bank secure at all times.
-
Meet with FOM/Supervisor daily to review assignments and priorities.
-
Communicate with prior shift's Front Desk Agent to review all follow-up items.
-
Answer department telephone within 3 rings, correct greeting, and proper etiquette.
-
Take and relay messages accurately, completely, and promptly.
You may be assigned these:
-
Perform special projects and other responsibilities as assigned.
-
Participate in hotel committees, MOD program and task force assignments.
Our expectations from you:
-
Abide by payroll policies, procedures (punch in/punch out), Meals and Rest Periods policy and OLS Rules of Conduct.
-
Demonstrate a working knowledge of all hotel safety and security procedures as required maintaining a secure and safe environment for employees as well as guests.
-
Report any unusual occurrences and/or request to the General Manager.
-
Read and abide by all the regulations and rules of conduct stated in the employee handbook.
This is what the job requires:
Education:One to two years of post-high school education.
Experience:1+ Previous Front Desk experience of employment in a related position with this company or other companies in hotels or administration related work.
Other:Additional language ability preferred but, not required.
Skills & Abilities:
-
Advanced knowledge of computer software (including Microsoft Office, outlook) and web analytics tools is preferred.
-
Must have basic Excel, PowerPoint, Word; PC knowledge, minimum typing speed of 50wpm, ability to write and communicate professionally, bi-lingual fluency a plus; Must be hospitality oriented and possess the ability to work under pressure. Should possess the ability to complete multiple tasks simultaneously.
-
Must be able to sustain composure, remain calm, and possess a positive attitude.
-
Must be energetic and outgoing.
-
Must be service oriented with excellent customer service skills.
-
Must be able to follow directions with focus to detail, speed, and accuracy.
-
Must be a team player with the ability to work under minimal supervision.
-
Must be able to multi-task in a fast-paced work environment.
-
Must possess excellent interpersonal and organizational skills.
-
Must have basic knowledge or arithmetic.
-
Must have the ability to input data and access information on the computer.
-
Must have working knowledge of Microsoft Office and previous experience with a hotel management system; OPERA preferred.
-
Must be able to read, write, and understand the English language.
-
Must be able to exercise confidentiality and discretion.
-
Abide by payroll policies, procedures and rules of conduct as stated in the Springboard Hospitality Team Member Handbook.
-
Demonstrate a working knowledge of all company safety and security procedures.
-
Travel required: As needed for hotel familiarization, content creation shoots and to meet with colleagues.
-
Hours Required: Must primarily work during Springboard Hospitality business hours, Monday - Friday 8am - 5pm (PST), while understanding that the hotel business functions 24/7 and some weekend or holiday work may occasionally be required.
Springboard Hospitality is proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace.
