Full job description

Summary: Welcome guests in a warm and friendly manner. Assists customers in a branded, friendly, proactive, and efficient manner with appropriate follow-up as necessary. Knows all essential aspects of our business operations.

Essential Duties and Responsibilities: include the following. Other duties may be assigned.

· Provide a warm, professional and personalized sense of arrival that aligns with the Peaks Resort and Spa hospitality standards.

· Proactively identify guest preferences to create memorable moments by anticipating and addressing guests’ needs and resolving their concerns in a positive and professional manner.

· Act as a local ambassador, providing expert recommendations for high-end dining, cultural events, and hidden gems.

· Liaise closely with Housekeeping, Engineering and Concierge teams to ensure seamless room readiness and guest transitions.

· Professionally recommend room upgrades and hotel outlets (spa, restaurant, bar) to enhance the guest experience and drive revenue.

· Review arrivals noting special request and blocking appropriate rooms as necessary.

· Maintain prompt, clear, and accurate communication needs for the guests as well as other teammates.

· Support Concierge team with amenity deliveries for tiered VIP program.

Knowledge Skills and Abilities

· Ability to provide clear information to guests, managers, and the public while maintaining a professional tone. Professional telephone etiquette

· Act as a supportive team member to ensure seamless operations and high guest satisfaction.

· Ensure room assignments, guest requests, and administrative tasks are handled correctly without oversight.

· Ability to troubleshooting guest issues and handling variables in standardized hotel procedures.

· Calculate discounts, commissions, percentages, manage guest billing, processing complex folio adjustments, and balancing end-of-shift reports accurately.