Description We’re looking for an energetic, guest-focused Guest Services Specialist to join our Vail team. This is a dynamic, hybrid role responsible for creating exceptional experiences for both hotel guests and Gravity Haus members. Guest Services Specialists are cross-trained across both the Hotel Front Desk and Member Club Desk and may be scheduled at either location throughout their shifts based on business needs. Whether welcoming a hotel guest, assisting a member, coordinating a special request, or helping someone make the most of their time in Vail, this role is at the heart of the Gravity Haus experience. Key Responsibilities Guest & Member Experience • Greet and welcome hotel guests and Gravity Haus members with warmth, enthusiasm, and genuine hospitality. • Create memorable experiences by anticipating guest and member needs and providing personalized service. • Serve as a knowledgeable resource for Vail, providing recommendations for dining, activities, transportation, outdoor adventures, and local experiences. • Build meaningful relationships with guests and members that encourage loyalty and engagement with the Gravity Haus community. • Respond to guest and member questions, requests, and concerns promptly and professionally. • Educate guests and prospective members on Gravity Haus Membership, amenities, programming, and benefits. Hotel Front Desk • Handle hotel check-ins, check-outs, reservations, room assignments, and guest requests accurately using the property management system (PMS). • Communicate with guests by phone, email, and in person throughout their stay. • Coordinate pre-arrival outreach and ensure VIP, special occasion, and other special requests are communicated and fulfilled. • Assist with billing questions, payment processing, and other front desk transactions. • Coordinate with Housekeeping, Engineering, Food & Beverage, and other departments to ensure rooms and guest areas are ready and welcoming. • Be an expert on guest rooms and condos • Assist with luggage, bell, valet, transportation, and other arrival and departure services as needed. • Safely park and retrieve guest vehicles as part of valet services, and when necessary drive guest shuttle within the Town of Vail • Maintain accurate guest information, room status, and daily operational records. • Assist with inventory management and upsell programs • Assist with pre-arrival and post-departure preparation for guests, owners, and member stays Member Club Services • Welcome and assist Gravity Haus members and guests using the Member Club facilities. • Support daily operations of the member lounge, coworking spaces, fitness areas, and other shared amenities. • Assist members with reservations, facility questions, programming, events, and other requests. • Support "Member for a Day" experiences and help prospective members understand the Gravity Haus community. • Assist with membership-related questions and direct prospective members to the appropriate Membership team member. • Support retail operations, including product knowledge, sales, inventory, and accurate cash handling. • Help maintain a clean, organized, and welcoming Club environment. Operational Excellence • Maintain a high standard of cleanliness, organization, and presentation at both the Hotel Front Desk and Member Club Desk. • Communicate effectively with other departments to ensure seamless daily operations and exceptional guest and member experiences. • Follow all cash handling, safety, security, and operational procedures. • Use internal systems and communication tools to maintain accurate information and coordinate with team members. • Be flexible and willing to work at either the Hotel Front Desk or Member Club Desk based on business needs. • Jump in to support other areas of the property when needed, contributing to a collaborative and team-oriented environment. • Participate in team meetings, training, and ongoing learning opportunities. • Identify opportunities to improve processes, service, and the overall guest and member experience. • Uphold Gravity Haus standards, policies, and core values in every interaction.\ • And any duties as assigned by manager What We’re Looking For • 1+ year of experience in hospitality, hotels, customer service, or a related guest-facing environment preferred. • Previous hotel front desk, concierge, membership, or club experience is a plus. • Excellent verbal and written communication skills; bilingual English/Spanish is a plus. • Strong interpersonal skills and a genuine passion for creating exceptional guest and member experiences. • Ability to multitask, prioritize, and remain calm and professional in a fast-paced environment. • Strong attention to detail and organizational skills. • Comfortable learning and using hospitality technology, including PMS, POS, membership, and communication platforms. • Ability to work independently while also being a collaborative team member. • Willingness to learn both Hotel Front Desk and Member Club operations and work wherever needed. • Must possess a valid driver's license and maintain a clean driving record. • Ability to safely operate and park guest vehicles as part of valet services. • Passion for the outdoors, wellness, hospitality, and creating community. • Commitment to Gravity Haus' mission, vision, and core values. Physical Requirements • Ability to stand and walk for extended periods. • Ability to lift and carry up to 50 lbs. occasionally. • Ability to safely handle and park guest vehicles. • Ability to work outdoors in varying weather conditions as needed. • Flexibility to work weekends, holidays, early mornings, evenings, and varying shifts based on business needs. About Gravity Haus Gravity Haus is a community-driven adventure lifestyle brand with hotels, restaurants, and experiences that empower a modern way of travel. We create spaces where locals and travelers connect, refuel, and play — all rooted in the spirit of the outdoors and intentional living. At the heart of everything we do are our core values, which guide our culture, service, and growth: • Keep Growing • Bring Others Along • Create Powerful Moments • Be “All-In” + Go the Distance • Make it Better than You Found It We’re looking for team members who share these values and want to make a meaningful impact in both their work and community. What We Can Offer You When you join Gravity Haus, you’re not just taking a job — you’re stepping into a community with benefits, perks, and opportunities to grow. Full-time team members enjoy health insurance, a 401(k) with company match, and an All-In Gravity Haus Membership that includes adventure perks like discounted stays, gear rentals, wellness programming, and more. Part-time team member benefits vary.