Guest Services Associate (GSA) - Evenings & Weekends

Required Schedule

• Friday: 3:00 PM – 9:00 PM
• Saturday: 1:00 PM – 9:00 PM
• Sunday: 1:00 PM – 9:00 PM

About Big Bend Collective

Big Bend Collective (BBC) is a growing hospitality and tourism company operating boutique lodging, cabins, vacation accommodations, Jeep rentals, and food and beverage businesses throughout the Big Bend region. Our brands include ACP Hotel, Amigo Sports Bar, Antelope Lodge, Cottonwood Creek Cabins, & Trans-Pecos Jeeps.

We are seeking a dependable, resourceful, and guest-focused Evening & Weekend Guest Services Associate to support our hospitality operations.

This is a hands-on position combining guest communications, reservations, laundry operations, basic troubleshooting, and property readiness. The position is primarily based at Antelope Lodge, with occasional travel to other BBC properties for urgent guest needs.

The ideal candidate is comfortable working independently, using technology, resolving guest concerns, and communicating effectively with management working remotely.

Key Responsibilities

Guest Services & Reservations

• Answer incoming calls, emails, and guest messages across BBC lodging and transportation services.
• Assist guests with reservations, check-ins, late arrivals, and general inquiries.
• Provide professional, friendly, and responsive guest service.
• Handle routine guest complaints and service recovery within established company guidelines.
• Recognize when a situation requires management involvement and escalate appropriately.
• Maintain accurate reservation notes, guest communications, and shift records.

Laundry & Property Readiness

• Wash, dry, fold, organize, and restock hotel linens and towels.
• Maintain a clean, organized, and functional laundry area.
• Assist with room readiness inspections, supply replenishment, and common-area upkeep.
• Identify and report housekeeping, maintenance, inventory, or property concerns.
• Perform light property support duties during periods of lower guest activity.

Troubleshooting & Problem-Solving

• Assist guests with electronic locks, access codes, Wi-Fi, televisions, and other common hospitality issues.
• Troubleshoot basic operational problems using established company procedures.
• Resolve routine guest concerns independently within authorized guidelines.
• Coordinate with available staff or service providers when necessary.
• Document incidents, actions taken, and outstanding issues for management review.

Occasional Urgent Guest Support at Other Properties

• While primarily stationed at Antelope Lodge, occasionally respond to urgent guest needs at other Big Bend Collective properties when directed by management.
• Provide in-person assistance with time-sensitive situations, such as guest access issues, missing essential supplies, or other problems requiring immediate attention.
• Assess urgency, communicate with remote management, and ensure appropriate guest-service coverage before leaving the primary duty station.
• A company vehicle may be provided for authorized travel between BBC properties during scheduled working hours. A valid drivers license and driving record required.
• Cross-property assignments are expected to be infrequent and limited to operationally necessary situations. This is not a routine transportation, maintenance, or housekeeping position.

Communication & Accountability

• Work independently while maintaining clear and timely communication with remote management.
• Use company reservation, messaging, scheduling, and communication platforms accurately.
• Prioritize competing responsibilities during busy periods.
• Complete assigned checklists and provide thorough end-of-shift handoffs.
• Demonstrate initiative, sound judgment, accountability, and professionalism.

Qualifications

Required

• Excellent customer service and communication skills.
• Strong computer skills and confidence learning new software and reservation systems.
• Dependable, organized, detail-oriented, and comfortable working independently.
• Ability to troubleshoot routine guest issues and exercise good judgment.
• Willingness to perform laundry, light cleaning, and property support duties.
• Ability to stand, walk, bend, and handle laundry throughout a shift, with or without reasonable accommodation.
• Reliable availability for all scheduled Friday, Saturday, and Sunday shifts.
• Reliable transportation to and from Antelope Lodge for all scheduled shifts. Company vehicles are not provided for commuting.
• Valid driver's license and ability to meet company vehicle-use requirements for occasional authorized business travel.

Preferred

• Previous hotel, hospitality, front desk, vacation rental, or customer service experience.
• Experience handling guest complaints, service recovery, or conflict resolution.
• Familiarity with property management systems, reservation software, or guest messaging platforms.
• Basic technical troubleshooting experience.
• Experience working independently or with off-site supervision.

Other

• Background Screening: Employment may be contingent upon successful completion of a job-related background check, conducted in accordance with applicable federal, state, and local laws. Any required disclosures and authorizations will be obtained before screening.
• Drug-Free Workplace: Big Bend Collective maintains a drug-free workplace. Employees are prohibited from working while impaired or engaging in conduct that violates the company's drug and alcohol policy.
• Drug Testing: Employees may be subject to pre-employment, reasonable-suspicion, post-incident, and random drug and/or alcohol testing, as permitted by applicable law and in accordance with company policy.
• Equal Employment Opportunity: Big Bend Collective is an equal opportunity employer and considers qualified applicants without regard to legally protected characteristics. Background screening results will be evaluated in accordance with applicable law and the requirements of the position.

Who Will Succeed in This Role?

We are looking for someone who takes ownership, notices problems before they become emergencies, and knows how to act without requiring constant supervision.

You should be equally comfortable helping a guest with a reservation, troubleshooting a door lock, answering a phone call, or folding laundry.

Most importantly, you must demonstrate good judgment: knowing which problems you can resolve independently, which require immediate action, and when management needs to be involved.

We value reliability, resourcefulness, professionalism, accountability, and a willingness to contribute wherever needed.

Schedule & Growth Opportunities

This position begins as a part-time role with approximately 22 scheduled hours per week, primarily during evenings and weekends.

As Big Bend Collective grows, opportunities for additional hours, cross-training, and expanded responsibilities may become available based on business needs and individual performance.

Pay: $16.00 per hour

Expected hours: 20.0 – 24.0 per week

Benefits:

• Employee discount

Work Location: In person