Guest Service Agent (Full Time Term)

Turner Enterprises•Raton, NM

6d•Onsite

About The Position

The Guest Service Agent is the first point of contact for guests at Vermejo Reserve and helps deliver exceptional hospitality and memorable experiences from arrival through departure. The role coordinates check-in and check-out, supports guest requests and reservations, arranges activities and services, maintains accurate guest records and charges, and promotes Reserve amenities. This is a full-time term, hourly, non-exempt, benefits-eligible position. The anticipated start date is March 2027. The position is not management or supervisory. The employee is required to live at Vermejo headquarters, approximately 40 miles from Raton, New Mexico, in a remote mountain environment with limited access to shopping, dining, and other services. Company dorm-style housing may be available, subject to availability, and may involve sharing a room. Employees must arrange their own transportation to and from Raton for personal supplies.

Requirements

High school diploma or GED.
Excellent verbal and written communication skills.
Strong interpersonal skills, including the ability to build rapport and provide exceptional guest service.
Flexibility to work various shifts, including weekends and holidays.
Provide documentation establishing identity and employment authorization within three days of hire, as required by federal law.
Be able to stand, walk, move hands and fingers, reach, stoop, kneel, crouch, or crawl, and talk or hear as needed.
Lift and/or move up to 50 pounds and perform physical labor and remain on one's feet for extended periods.
Meet the role's vision requirements, including close, distance, color, and peripheral vision, depth perception, and ability to adjust focus.
Be comfortable living and working in an isolated mountain environment with limited access to shopping, dining, and other services.
Provide or arrange transportation to and from Raton for personal supplies.

Nice To Haves

Education in hospitality or a related field.
Experience working in luxury hospitality.
Proficiency with computer systems and hotel management software.

Responsibilities

Coordinate check-in and check-out, including greeting guests, assisting with luggage, conducting room and property tours, verifying credit cards, adjusting folios, collecting payments, and coordinating departure schedules.
Assist with guest inquiries, requests, and reservations in person and by phone.
Anticipate guest needs and coordinate with other departments to fulfill requests and meet expectations.
Schedule guest wake-up calls as needed.
Prepare and verify the accuracy of the daily status sheet.
Prepare and deliver boxed-lunch cards for guest arrivals.
Schedule and verify in-house guest activities, spa appointments, meal reservations, and activity tours or excursions.
Handle guest feedback and resolve complaints promptly and professionally.
Perform room inspections and place welcome notes and itineraries in guest rooms.
Handle company store sales as necessary.
Verify spa, guide, retail, and room charges to ensure guest folios are accurate.
Maintain accurate records and accounts, process payments, maintain guest accounts, record cash tips, handle the cash drawer during shifts, and deposit cash and checks in the safe at night.
Maintain cleanliness and upkeep of the front desk, lobby, entrance, and lounge.
Promote and upsell Reserve amenities, packages, and special offers.
Perform other duties as assigned.