Guest Experience Associate

Schulte Companies • Falmouth, MA

1d • Onsite

About The Position

The Guest Experience Associate creates a welcoming, organized, and responsive experience throughout each guest’s stay at AutoCamp. This visible, guest-facing role supports front desk operations, concierge services, shuttling where applicable, food and beverage, retail, recreational amenities, and guest programming. Associates move among these functions, prioritize guest needs according to business conditions, and coordinate with property leadership and other departments. During high occupancy and peak arrival or departure periods, front desk coverage, guest arrivals and departures, in-house guest needs, and service recovery take priority.

The position works throughout an on-property hospitality and outdoor resort environment, rather than being limited to a front desk or office. Work areas may include the front desk, retail and food and beverage service areas, guest activity spaces, and outdoor property locations. Team members may encounter varying weather conditions and temperatures. Remote work is not available. The position may be full-time or part-time and requires flexible scheduling, including mornings, evenings, weekends, and holidays. Overtime may occasionally be required in accordance with applicable law and company policy. The position is tipped eligible.

Requirements

• 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 that duty is assigned.
• Ability to meet the scheduling and physical requirements of the role, with or without reasonable accommodation.
• High school diploma, GED, or equivalent.
• 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.
• For properties requiring company vehicle or shuttle driving, 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 and attention to detail.
• Excellent and attentive customer service.
• Creative problem-solving ability.

Responsibilities

• Greet guests warmly and provide professional, attentive service in person and by telephone.
• Complete check-ins and check-outs accurately and efficiently, including registration, accommodation assignments, special requests, and payment processing.
• Assist with same-day reservations, cancellations, reservation questions, billing questions, and discrepancies according to established procedures.
• Monitor Front Desk email and respond to guest messages.
• Communicate guest requests to the appropriate department and follow through to confirm completion.
• Respond to guest concerns, participate in service recovery within established guidelines, and escalate matters when appropriate.
• Stay aware 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 relevant to 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 recipes, procedures, and food-safety requirements.
• Prepare and serve alcoholic beverages, if applicable, only when properly trained and legally permitted.
• Process transactions accurately, maintain clean and organized service areas, and restock food, beverage, and service supplies.
• Follow food-handling, safety, sanitation, and responsible alcohol-service requirements.
• Clean and sanitize kitchen surfaces, equipment, utensils, floors, storage areas, and workstations according to food-safety and sanitation standards.
• Process retail transactions and assist guests with merchandise questions.
• Restock and organize retail merchandise, guest supplies, and assigned public areas; notify Management about out-of-stock or expired items.
• Assist guests with bicycles and other recreational equipment, if applicable, following established safety procedures.
• Support scheduled property programming and guest activities, including setup and breakdown.
• Engage guests, encourage participation, and help facilitate camper crafts, games, family programming, and other scheduled experiences.
• Complete the daily checklist and ensure all shift tasks have been performed.
• Communicate guest needs, operating conditions, and follow-up items clearly 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.

Benefits

• Daily Pay, allowing associates to get paid today for work today.
• Free telemedicine and virtual mental health care access starting on day one.
• Multiple health insurance and life insurance options.
• 401(k) plan with company match.
• Paid parental leave.
• Paid time off for eligible associates in accordance with the Company’s Paid Time Off policy.
• Holiday pay.
• Pet insurance.
• Employee Assistance Program.
• Marketplace discounts on event tickets, electronics, gym memberships, and more.
• Flexible work environment and opportunities for career growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED