Guest Communications Agent

Nemacolin Career•Farmington, PA

1d•Onsite

About The Position

The Guest Communications Agent serves as the central phone and text connection for resort guests and teams, helping create seamless guest experiences. The role provides accurate guidance about accommodations, amenities, dining, spa services, transportation, resort activities, operating hours, and local attractions, while recognizing guest preferences and tailoring interactions throughout the guest journey. The agent coordinates with Housekeeping, Engineering, Food & Beverage, Spa, Transportation, and other resort teams to ensure guest requests are completed promptly. Duties include entering, tracking, monitoring, and following up on requests through communication and service-optimization platforms; supporting service recovery; documenting feedback and guest records; escalating urgent matters appropriately; and protecting confidential guest information. The position handles high volumes of calls, texts, voicemails, and chats while maintaining professionalism and Forbes-level service standards. This is a fast-paced, primarily sedentary communications role involving extended computer and headset use, with occasional travel throughout the resort. The schedule may include evenings, weekends, holidays, and peak resort periods. Nemacolin provides paid training, structured onboarding, coaching, and development, with opportunities to build hospitality expertise and pursue advancement.

Requirements

High school diploma or equivalent.
One to two years of experience in a call center, hotel operations, front desk, guest services, or a related hospitality environment.
Exceptional verbal communication, active listening, and professional telephone etiquette.
Strong multitasking abilities in a fast-paced, service-focused setting.
Basic computer proficiency and experience using multi-line telephone systems.
Ability to work flexible schedules, including evenings, weekends, and holidays.
Ability to remain seated for extended periods while operating a computer and headset.
Ability to occasionally walk throughout the resort to support operational needs.
Commitment to confidentiality, discretion, professionalism, and attentive guest service.

Nice To Haves

Experience in a luxury hospitality, resort, or upscale service environment.
Familiarity with PBX, HotSOS, or comparable hospitality communication and service-management platforms.
Multilingual communication abilities.
Experience supporting VIP, high-profile, or discerning guests.

Responsibilities

Serve as a central phone and text contact for guests and resort teams.
Provide accurate information about accommodations, amenities, dining, spa services, transportation, resort activities, operating hours, and local attractions.
Recognize guest preferences, anticipate needs, and tailor interactions to create memorable experiences.
Coordinate with resort departments to fulfill guest requests completely and promptly.
Enter, track, monitor, and proactively follow up on guest requests using communication and service-optimization platforms.
Handle high volumes of inbound calls, texts, voicemails, chats, and internal communications while prioritizing for accuracy and responsiveness.
Identify opportunities to enhance guest experiences and support service recovery efforts.
Document guest feedback and ensure concerns receive appropriate attention.
Use sound judgment to escalate urgent matters and maintain confidentiality of guest information.
Maintain detailed guest records and meet established service metrics.
Participate in training and quality assurance initiatives and support emergency communication procedures.

Benefits

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.
Competitive hourly wages.
401(k) program.
Medical coverage for eligible associates.
Dental coverage for eligible associates.
Vision coverage for eligible associates.
Paid time off.
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.