Guest Experiences Agent

CoralTree Hospitality•Cle Elum, WA

9h•Hybrid

About The Position

The Guest Experiences Agent, formally known as the Pre-Arrival Concierge, is a proactive revenue-generating extension of the Suncadia guest experience. This role engages confirmed guests prior to arrival to uncover preferences, build excitement, and convert interest into curated on-property experiences. It strategically positions dining, golf, recreation, spa services, and special events through personalized recommendations and value-driven conversations designed to enhance each stay. By leveraging thoughtful outreach, consultative selling techniques, and seamless coordination with internal partners, the Pre-Arrival Concierge maximizes ancillary revenue, increases pre-arrival bookings, and ensures guests arrive feeling anticipated, prepared, and fully immersed in the Suncadia experience.

Requirements

High school education or GED equivalent
Previous guest service experience in hospitality, reservations, or concierge preferred.
Exceptional written and verbal communication skills.
Strong organizational ability and comfort managing multiple tasks.
Service-forward sales mindset with confidence in making tailored recommendations.
Experience with reservation systems a plus (SMS, Hyatt Reserve, Revinate, EZTee, OpenTable, SpaSoft, Way, and Breezeway).
Ability to work independently and collaboratively across remote and on-site teams.
Flexibility to work weekends, evenings, and holidays based on business needs.
You must have a reliable internet connection to perform your role. A minimum of 25Mbps upload and download speed is required to work on the VPN. Suncadia will not reimburse or pay for internet costs.
People Person - must possess a professional, positive presentation and strong motivation to provide exceptional customer service
Ability to thrive and succeed in a fast-paced, demanding work environment
Ability to use office equipment in an efficient and effective manner
Strong organizational skills
Basic computer skills including proficiency with Microsoft Office software suite
Ability to read and comprehend instructions and multitask
Ability to work as a team-player and accept assignments from multiple individuals

Responsibilities

Identify opportunities to enhance the guest stay through upgrades, activity and dining add-ons, and seasonal experiences and packages.
Support revenue goals through service-driven recommendations, following Suncadia’s selling standards.
Reach out to confirmed arrivals to assist with scheduling dining, spa, golf, and seasonal recreation.
Curate tailored stay suggestions based on guest preferences, length of stay, special occasions, and family needs.
Coordinate advance communication for high-demand periods including summer, Harvestfest, Winterfest, holidays, Suncadia hosted and local events.
Serve as a pre-arrival liaison between guests and property departments including Recreation, Spa, Golf, Front Office / Guest Services, and Housekeeping & Property Management.
Document all preferences and confirmations accurately within reservation systems and communication logs.
Verify accuracy for all reservations, confirmations, and special requests.
Maintain precise tracking of outbound contacts, responses, and completed itineraries.
Handle changes, cancellations, or concerns with professionalism and urgency.
Ensure guests receive timely confirmations and arrival instructions.
Support smooth handoff to on-property teams for check-in and day-of-arrival needs.
Maintain expert awareness of Suncadia amenities including Glade Spring Spa, Rope Rider and Prospector Golf Courses, Nelson Farm, Suncadia Social offerings and seasonal activities & recreation.
Provide guidance on regional offerings across Upper Kittitas County including Roslyn, Cle Elum and Ellensburg – including breweries, trails, and attractions.
Due to the cyclical nature of the hospitality industry, you may be required to work varying schedules, including evenings, weekends, and holidays, to reflect business needs.
Perform other duties as assigned.