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.
