Guest Experience Agent - PT

Nestled along the shores of scenic Lake Austin in the beautiful Texas Hill Country, Lake Austin Spa Resort offers guests the sanctuary of an award-winning spa and the warmth of a best friend's lake house. The resort provides all-inclusive vacation packages, including accommodations in one of 40 charming lakeside guest rooms, three gourmet meals daily, indoor and outdoor fitness activities, and over 100 spa and body treatments in the 25,000-square-foot spa.

About the role

As a standard hospitality expectation, this position requires availability Friday through Sunday, during weekends, holidays, and some evenings.

Responsibilities

• Greet guests immediately with a sincere, friendly welcome. Using a cheerful, clear voice, address guests by name and listen carefully to understand requests.
• Promptly answer the telephone within three rings, using a name and a pleasant, clear tone.
• Assist with parking vehicles (must have a valid, clear driver's license) and guest luggage upon check-in/out.
• Maintain a thorough knowledge of the entire resort, including the spa.
• Escort guests to rooms and assist them with luggage and bags.
• Ensure all guest requests during the stay are completed promptly and satisfactorily.
• Run operational reports (from Opera), enter data, and reconcile daily reports as part of night audit duties.
• Act as a point of contact for guests through the night.
• Assist with guest requests and deliver items to guest rooms as necessary.
• Assist with setting up the beverage bar for the next morning.
• Check pool, fire pits, and outside dining outlet, and pick up service items as necessary.
• Receive, log, and deliver packages from UPS, FedEx, etc.
• Arrange for guest transportation as needed.
• Park guest vehicles.
• Deliver luggage to guest rooms.
• Assist with delivering amenities to guest rooms.

Requirements

• High school diploma or equivalent.
• Prior customer service or hospitality experience preferred.
• Valid TX driver's license with a clean record.
• Ability to stand for long periods, carry luggage, and drive a vehicle safely.
• Ability to work in Texas weather—summer heat and winter cold.
• Must be able to lift up to 50 lbs.

Skills

• Knowledge of effective customer service techniques and skills.
• Skilled in using a calculator, copier, and personal computer.
• Confident with entry-level Microsoft Office skills.
• Ability to deal with external and internal customers, collect information, and resolve conflict using patience, tact, and diplomacy.

Benefits

• Wellness classes
• Growth opportunities
• Employee discounts
• Employee recognition
• Complimentary classes

What We Believe

• Shared accountability
• Humility and kindness
• Creative problem solving
• Collaboration & community
• Do well and do good