Guest Service Agent (Full Time) - Outbound Stowe

ABOUT OUR COMPANY

Outbound Hotels:

Outbound Stowe is part of the Outbound Hotels collection offering authentic oneofakind.

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.

Hospitality:

Springboard Hospitality is a premier thirdparty 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 adventureseekers tech entrepreneurs freethinkers 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 travelers journeyinviting them to experience the vibrancy of each hotels locale pushing authentic human connection exploration and discovery while also driving revenue.

Title: Guest Experience Associate

Position Overview: At Outbound Stowe we dont just welcome guestswe craft experiences. As a Guest Experience Associate youll play a vital role in creating unforgettable moments for our guests. Youll 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 youll embody the spirit of our brand in every interaction. Youll connect with guests and enhance their experience. Your role extends beyond the confines of a front desk; youre an integral part of our larger community helping to foster a sense of belonging for our guests.

Who Were Looking For: Successful candidates for this role are authentic approachable and adventurecurious individuals who embody the values of Outbound Hotels. Youre not just passionate about hospitality; youre passionate about creating moments of magic for our guests. Your positive spirit and cando 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 theyre far from it. By providing a warm welcoming space and genuine hospitality youre not just managing guest services; youre 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 youll be an ambassador for the Outbound Hotels experience. Your work reflects our brands commitment to authenticity adventure and community. Every interaction is a testament to our dedication to providing unique oneofakind experiences that leave a lasting impression on our guests.

Positive Spirit and Attitude: To thrive in this role youll need more than just customer service skillsyoull 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 youll 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 youre ready to embark on a journey of hospitality adventure and discovery wed 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 inhouse activities and their locations and times.

• Preregister block reservations take same day reservations when necessary cancel room reservation according to cancellation guidelines.

• Process guest checkins 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.

• Setup 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 shifts Front Desk Agent to review all followup 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 posthigh 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 bilingual 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 multitask in a fastpaced 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 drugfree workplace.

EXPERIENCE:

• Prior Experience:
  • 1 Previous Front Desk experience of employment in a related position with this company or other companies in hotels or administration related work.
• IT Expertise:
  • 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 bilingual fluency a plus; Must be hospitality oriented and possess the ability to work under pressure. Should possess the ability to complete multiple tasks simultaneously.

• Education:
  • High School diploma or GED required; college degree preferred.
• Subject Expertise:
  • 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 multitask in a fastpaced 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.

OTHER EXPECTATIONS:

• Abide by payroll policies procedures and rules of conduct as stated in the Springboard Hospitality Associate 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.

Benefits:

Springboard Hospitality offers an empowered working environment that encourages collaboration and flexibility. We offer a superior benefits package to employees who work 20 hours/week or more that includes:

Full Time Benefits

• Competitive Base Salary
• PTO
• Medical Dental Vision Life Pet Insurance
• 401K
• Costco Membership
• Bereavement Leave
• Management Contract Referral Program
• Education Assistance

Additional Per Position

• Employee Rates at all of Springboard Hospitalitys 35 Hotels
• Monthly Cell Phone Stipend
• Dry Cleaning Services
• Hotel Level Executive Bonus Program
• Retention Bonuses
• Lead Share Program
• Associate of the Month/Quarter & Companywide Associate of the Year Programs
• Associate Referral Bonus Program

Springboard Hospitality Core Values:

• CONNECTED. We are plugged into people technology and the cutting edge of culture.
• INDEPENDENT. We are freethinkers who embrace diversity and advocate for innovation.
• COLLABORATIVE. We are collaborative and believe that the best solutions are found by working handinhand.
• PERSONALIZED. We are devoted to authentic human connection personalizing our approach to the guests and owners that we serve.
• DYNAMIC. We are analytic thought leaders who harness the power of data to maximize return on investment.

OLS Hotels & Resorts LLC dba Springboard Hospitality (Springboard) is an equal opportunity employer. Springboard provides equal employment opportunity for all associates and prohibits discrimination based on race color sex (including pregnancy childbirth breastfeeding and medical conditions related to pregnancy childbirth or breastfeeding) gender religious creed (including religious dress and grooming practices) marital status domestic partner status age national origin or ancestry physical or mental disability medical condition genetic information and characteristics sexual orientation gender identity or expression military or veteran status or any other basis protected under federal state or local laws. Springboard also provides reasonable accommodations for qualified applicants and employees with disabilities or medical conditions in accordance with applicable laws.