Guest Experience Associate

Schulte Hospitality Group•Falmouth, MA

1d•Onsite

About The Position

AutoCamp is seeking a dynamic, service-oriented Guest Experience Associate to provide a welcoming, organized, and responsive experience throughout each guest’s stay. This highly visible, guest-facing role extends beyond a traditional front desk position and supports front desk operations, concierge services, food and beverage, retail, recreational amenities, guest programming, and shuttling where applicable. Associates move among these functions according to guest needs and business conditions, with front desk coverage, arrivals and departures, in-house guest needs, and service recovery taking priority during busy periods. The role includes greeting guests, handling check-ins and check-outs, reservations and payments, responding to guest messages and concerns, providing local and property information, preparing and serving food and beverages when assigned, supporting retail and recreational amenities, and helping run guest activities. Associates collaborate with property leadership and other departments, complete shift checklists, maintain clean and safe work areas, and provide reliable attendance. This is an on-property role in a hospitality and outdoor resort environment, with work across front desk, retail, food and beverage service areas, guest activity spaces, and outdoor locations. Team members may encounter varying weather and temperatures. The position may be full-time or part-time and requires flexible scheduling, including mornings, evenings, weekends, and holidays. Overtime may occasionally be required. The position is tipped eligible.

Requirements

High school diploma, GED, or equivalent.
Ability to provide warm, professional service while performing multiple guest-facing functions in a fast-paced hospitality environment.
Strong interpersonal and verbal communication skills.
Ability to remain composed, organized, and attentive to detail while prioritizing competing responsibilities.
Sound judgment, initiative, and practical problem-solving skills.
Ability to work independently and collaborate effectively with property leadership and other departments.
Comfort using property management systems, point-of-sale equipment, computers, and cloud-based applications.
Ability to meet applicable legal age, training, certification, or permit requirements before preparing or serving alcoholic beverages when assigned that duty.
Ability to meet the scheduling and physical requirements of the role, with or without reasonable accommodation.
Ability to stand and walk for extended periods and travel between areas of the property.
Ability to reach, bend, and perform repetitive movements associated with service, stocking, and setup activities.
Ability to lift a minimum of 25 pounds and move supplies, restock merchandise and food and beverage products, and assist with recreational equipment in accordance with company safety practices and property requirements.
For properties requiring operation of a company vehicle or shuttle, ability to pass a Motor Vehicle Check and Drug Test.

Nice To Haves

Previous customer service experience.
Previous hotel, resort, campground, or outdoor hospitality experience.
Experience in front desk operations, food and beverage service, retail, recreation, or customer service.
Experience with Google Workspace, Microsoft 365, or similar cloud-based business applications.
Genuine interest in hospitality, guest service, and the outdoors.
Well-groomed appearance and an outdoorsy style.
Thoroughness, attention to detail, excellent customer service, and creative problem-solving ability.

Responsibilities

Greet guests warmly and provide professional, attentive service in person and by telephone.
Complete check-ins and check-outs, including registration, accommodation assignments, special requests, and payment processing.
Assist with same-day reservations, cancellations, reservation questions, billing questions, and discrepancies in accordance with established procedures.
Monitor front desk email and respond to guest messages.
Communicate guest requests to the appropriate department and follow up to confirm completion.
Respond to guest concerns, participate in service recovery within established guidelines, and escalate matters when appropriate.
Maintain awareness of daily arrivals, departures, VIPs, special requests, property events, and operating conditions.
Recommend national recreation areas, local attractions, restaurants, activities, and area services.
Explain property amenities, recreational opportunities, weather or seasonal conditions, access considerations, and other information affecting the guest experience.
Help guests navigate the property and enjoy the AutoCamp experience throughout their stay.
Prepare and serve approved food and beverage items according to established recipes, procedures, and food-safety requirements.
Prepare and serve alcoholic beverages only when properly trained and legally permitted.
Process food and beverage transactions accurately, maintain clean and organized service areas, and restock supplies.
Follow food handling, safety, sanitation, and responsible alcohol-service requirements; clean and sanitize kitchen surfaces, equipment, utensils, floors, storage areas, and workstations.
Process retail transactions and assist guests with merchandise questions.
Restock and organize retail merchandise, guest supplies, and assigned public areas; notify management of items that are out of stock or expired.
Assist guests with bicycles and other recreational equipment, if applicable, in accordance with safety procedures.
Support scheduled property programming and guest activities, including setup and breakdown.
Engage guests, encourage participation, and help facilitate crafts, games, family programming, and other scheduled experiences.
Complete daily checklists to ensure shift tasks have been performed.
Communicate guest needs, operating conditions, and follow-up items to property leadership and other departments.
Maintain assigned work areas, equipment, and supplies in a clean, safe, and organized condition.
Maintain regular and reliable attendance and perform other duties consistent with the role’s purpose and operational needs.