Lodgings Guest Experience Coordinator

Fossil Rim Wildlife Center•Glen Rose, TX

13d•Onsite

About The Position

The Lodgings Guest Experience Coordinator supports safe, welcoming, and well-organized guest operations at The Lodge and Safari Camp. This full-time role coordinates guest arrivals, provides onsite hospitality, assists with reservation administration, supports meal-plan selection, and coordinates tours and activity bookings. The coordinator helps maintain clear communication among Lodgings, other departments, and overnight guests. Work locations may include the Front Gate, Safari Camp, The Lodge, or other assigned locations based on operational needs. The position provides guest service and handles check-in and check-out, orientations, guest questions, and coordination of arrivals, meals, tours, activities, and special requests. It also includes reservation and point-of-sale system use, maintaining guest-ready areas, communicating operational and safety issues during shift handoffs, and assisting with housekeeping, laundry, meal service, and other Lodgings duties. The role requires following organizational policies and safety procedures and completing required reports, certifications, and training.

Requirements

At least 21 years of age.
High school diploma or GED.
Valid driver’s license and ability to meet Fossil Rim’s requirements for operating organizational vehicles.
Strong customer service skills and ability to create a welcoming, professional guest experience.
Clear and effective verbal and written communication skills.
Strong attention to detail when reviewing reservations, payments, reports, package add-ons, and guest information.
Ability to manage multiple priorities and remain organized in a changing operational environment.
Ability to work independently, use sound judgment, and follow established procedures with limited supervision.
Ability to respond calmly and professionally to guest concerns, delays, safety issues, and unexpected situations.
Ability to communicate and collaborate effectively with Lodgings staff and other departments.
Dependable, punctual, flexible, and accountable for completing assigned responsibilities.
Ability to learn and accurately communicate information about Fossil Rim’s accommodations, tours, wildlife, conservation work, policies, and safety procedures.
Ability to maintain a neat, clean, and professional appearance in accordance with department uniform standards.
Work a full-time schedule of up to 40 hours per week, primarily afternoon and evening shifts, with availability for weekends, holidays, and peak seasons.
Stand and walk for extended periods and climb stairs or steps throughout a shift.
Lift and carry up to 50 pounds and assist with guest luggage, supplies, and equipment.
Work indoors or outdoors for extended periods in varying weather and low-light conditions and on uneven terrain.
Safely operate organizational vehicles on paved, gravel, and wildlife-area roads after completing required training.
Follow organizational policies and safety requirements, including the Employee Handbook, Risk Management Plan, departmental procedures, and emergency plans.
Submit to background checks, including testing for drugs and controlled substance use, as company policy requires.

Nice To Haves

Previous experience in hospitality, lodging, tourism, guest services, or another customer-facing position.
Experience using reservation, point-of-sale, or similar computer systems.

Responsibilities

Provide professional, courteous guest service in person and over the phone.
Complete guest arrival, check-in, and check-out procedures at assigned Lodgings locations.
Welcome guests, assist with luggage as needed, and provide room or tent orientations.
Provide accurate information about accommodations, meals, tours, activities, policies, and safety procedures.
Serve as the primary guest contact at the assigned location and respond to questions, requests, and concerns.
Coordinate guest arrivals, property handoffs, meals, tour schedules, activities, and special requests with appropriate departments.
Monitor guest areas and reinforce park rules, wildlife boundaries, quiet hours, and safety requirements.
Use reservation and point-of-sale systems to review bookings, process transactions, and document guest information.
Review upcoming reservations, occupancy reports, package add-ons, and guest details for completeness and accuracy.
Maintain clean, organized, stocked, and guest-ready common areas and workspaces.
Communicate guest needs, safety concerns, maintenance issues, and operational updates during shift handoffs.
Maintain current knowledge of Lodgings services, Fossil Rim attractions, animal updates, and special events.
Assist with housekeeping, laundry, meal-service support, supply transportation, and other Lodgings duties as needed.
Complete required reports, checklists, certifications, and training.
Perform other duties as assigned.