What are the responsibilities and job description for the Guest Service Specialist position at Gravity Haus?
Description
At Gravity Haus, we're redefining hospitality for the modern traveler - creating connection, adventure, and community at every turn. We're a collective of hotels, restaurants, and experiences designed for those who value the outdoors, sustainability, and meaningful connection.
We're looking for an energetic and guest-focused Front Desk Specialist (Haus Experience Specialist) to join our team and be the heartbeat of the member and guest experience. You'll be the first face our guests see - setting the tone for their stay, creating memorable moments, and ensuring every interaction reflects the Gravity Haus mission and values.
Key Responsibilities
Front Desk & Guest Experience
- Greet every guest and member with warmth, enthusiasm, and genuine hospitality.
- Handle all check-ins, check-outs, and reservations using the Property Management System (PMS) with accuracy and attention to detail.
- Communicate with guests via phone, email, and in person to manage requests and resolve issues promptly.
- Coordinate pre-arrival outreach and ensure VIP and special requests are prioritized.
- Collaborate closely with the housekeeping, maintenance, and F&B teams to ensure rooms and amenities are guest-ready.
- Resolve guest billing questions and service issues with professionalism and empathy.
Membership & Community Engagement
- Educate guests and prospective members on Gravity Haus Membership and its benefits.
- Create and support "Member for a Day" experiences, integrating F&B, fitness, coworking, and community events.
- Assist local and visiting members by curating personalized itineraries and recommendations that enhance their stay.
- Build connections with guests and members that foster loyalty and long-term relationships.
- Collaborate with the Membership and Marketing teams to identify engagement opportunities and promote upcoming events.
Operational Excellence
- Maintain a tidy, organized, and welcoming front desk and lobby area.
- Manage daily communications with other departments using internal software tools.
- Support room assignments, daily board updates, and special project coordination.
- Ensure guest data, billing, and inventory records are accurate and up to date.
- Participate in regular team meetings and contribute ideas for improving operations and service standards.
- Maintain compliance with all safety, cleanliness, and sustainability standards.
What We're Looking For
- 1 year of experience in hospitality or customer service (hotel experience preferred).
- Excellent verbal and written communication skills; bilingual (English/Spanish) a plus.
- Strong organizational skills and attention to detail.
- Ability to multitask and remain calm in a fast-paced, guest-facing environment.
- A collaborative spirit and willingness to jump in wherever needed.
- Comfort using hospitality systems (PMS, OpenTable, Slack, or similar).
- A passion for the outdoors, wellness, and a sustainable lifestyle.
Physical Requirements
- Ability to stand for extended periods.
- Ability to lift up to 50 lbs occasionally.
- Flexibility to work weekends, holidays, and varying shifts as needed.
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.