Guest Communication Specialist

Nemacolin Career•Farmington, PA

1d•Onsite

About The Position

The Guest Communication Specialist serves as the central point of contact for all inbound and internal guest communications at Nemacolin's luxury resort. Operating within a call center environment on-site, this role manages high call volumes with professionalism, warmth, and efficiency while ensuring all guest requests are accurately routed and followed through to completion. The Specialist plays a critical role in delivering seamless, anticipatory service that reflects the resort’s luxury standards.

Requirements

High school diploma or equivalent required.
Minimum 1–2 years of experience in a call center, hotel operations, front desk, or guest services role.
Exceptional verbal communication and active listening skills.
Strong multitasking ability in a fast-paced environment.
Professional telephone etiquette and polished service style.
Basic computer proficiency and experience with multi-line phone systems.
Ability to work flexible schedules, including evenings, weekends, and holidays.

Nice To Haves

Experience in luxury hospitality or resort environment.
Familiarity with hotel systems (e.g., PBX, HotSOS, or similar platforms).
Multilingual abilities.
Experience handling high-profile or VIP guests.

Responsibilities

Guest Call Management Answer incoming guest and internal calls promptly using the resort’s luxury service standards and approved greeting.
Accurately assess guest needs and either resolve requests directly or route them to the appropriate department.
Manage high-volume call queues while maintaining composure, courtesy, and attention to detail.
Provide clear, accurate information regarding resort amenities, services, hours of operation, and local area information.
Monitor and respond to voicemails, text platforms, chat systems, and other communication channels as assigned.
Request Coordination & Follow-Up Enter and track guest requests in the resort’s service optimization or ticketing system.
Follow up proactively to ensure timely completion of requests.
Coordinate closely with Housekeeping, Engineering, Food & Beverage, Spa, Transportation, and other departments.
Escalate urgent or sensitive guest concerns to leadership when appropriate.
Support service recovery efforts and document guest feedback.
Luxury Service Delivery Maintain a warm, polished, and professional phone presence at all times.
Personalize interactions by using guest names and known preferences when available.
Demonstrate discretion and confidentiality with all guest information.
Identify opportunities to enhance the guest experience through anticipatory service.
Operational Excellence Maintain accurate call logs, guest records, and internal notes.
Meet or exceed established service metrics (e.g., response time, call quality, resolution time).
Participate in daily briefings, training sessions, and quality assurance reviews.
Support emergency communication procedures as required.
Maintain a clean, organized, and professional communications workspace.

Benefits

Competitive hourly wages and attractive 401(k) program
Medical, dental, and vision coverage for eligible associates
Paid time off and holiday compensation
Discounted associate meals and uniform services
Savings across resort dining, retail, spa, and activities
Exclusive access to The Rec Center, The Market, The Pub, and the Wisteria associate community
Paid training and structured onboarding
Hands-on learning and cross-department opportunities
Clear pathways for advancement and internal promotion
Recognition through individual and team honors