Guest Services Experience Agent

About the role

As a member of the Guest Experience Team, you will help shape memorable stays by connecting with guests in advance to build personalized itineraries and thoughtfully curated activities that reflect their preferences and interests. You will collaborate closely with internal departments to ensure smooth arrivals, maintain accurate guest profiles, and support clear and consistent communication. This role includes engaging with guests who enjoy highly personalized and elevated experiences, including VIP and high-spend travelers. It requires an attentive, organized touch while managing multiple requests and planning meaningful celebrations or special moments. You will be part of a collaborative, supportive team that works closely together throughout the year, especially during our vibrant summer season.

Responsibilities

• Answer incoming calls and emails in a warm, professional, and attentive manner
• Coordinate guest itineraries, including dining, spa, transportation, and activity reservations
• Upsell special occasion packages
• Maintain accurate guest profiles, notes, and communication logs across internal systems

Qualifications

• Ability to manage multiple requests simultaneously
• Strong organization skills and attention to detail
• Service-oriented with a passion for creating experiences that go beyond the expected
• Excellent communication skills in English, both verbal and written
• Flexibility with workdays and hours

Benefits

• Health, Dental, and Vision Insurance
• Life and AD&D Insurance
• Long-Term Disability Insurance
• Voluntary Accident and Critical Illness Plans
• Optional Supplemental Life Insurance
• 401k match of 100% for 5% contribution
• Tuition Reimbursement Program
• Referral Bonuses
• Hotel, Restaurant, Spa, and Retail Discounts at our portfolio of hotels
• Paid Time Off – earn up to 2 weeks of PTO within your first year

Schedule

Full-time or part-time year-round and seasonal roles available.