Guest Experience Specialist

HOTEL JACKSON Jackson, Wyoming Guest Experience Specialist Hotel Operations | Full-Time, Year-Round $30/hr Benefit Package + 401K · Subsidized Employee Housing · Ski Pass discount + Local Perks Who We Are Hotel Jackson is a boutique luxury hotel on the Town Square in Jackson, Wyoming. We are independently owned, personally operated, and deeply invested in this place. Hospitality here isn’t transactional — it’s an act of genuine connection. We believe in warmth, authenticity, expertise, and the kind of care that makes guests feel truly at home. Our mission is simple: We are here to host. That means anticipating needs, elevating every detail, and delivering impactful memorable moments. The Role We’re hiring a Guest Experience Host — the guest’s point of connection before arrival, during the stay, and through checkout. Working with a team of other like-minded hosts, if a guest needs something you make it happen. The goal is simple: every guest should feel known, cared for, and confidently hosted throughout their entire Hotel Jackson experience. Host mentality matters: we’re looking for someone who creates authentic connections, anticipates needs, follows through without being asked, and makes each stay feel personal rather than transactional. What You’ll Own Own the full guest journey from pre-arrival planning and reservation support through check-in, in-house hosting, and checkout. Manage phone, online, and direct reservations with accuracy, warmth, and strong attention to detail. Confirm guest details, preferences, arrival plans, special occasions, VIP needs, group reservations, transportation requests, and personalized services before arrival. Welcome guests with a polished first impression; perform check-in tasks, verify payment details, assign rooms, and clearly explain hotel services and amenities. Act as the point of reference for guests who need assistance, recommendations, dining reservations, activities, transportation, excursions, or local information. Build and maintain strong knowledge of Hotel Jackson, Jackson Hole, nearby restaurants, venues, outfitters, shops, events, seasonal conditions, and local experiences. Create personalized solutions by listening closely to guest needs and suggesting hotel amenities, activities, facilities, and local experiences that fit each guest. Partner with housekeeping, valet, maintenance, food and beverage, and leadership to ensure rooms, requests, and guest details are executed seamlessly. Respond to guest concerns quickly, calmly, and professionally; own service recovery until the guest feels cared for. Upsell additional facilities, amenities, and services when appropriate and aligned with the guest’s needs. Maintain accurate booking, payment, preference, and follow-up records so each interaction builds a better future stay. Support safety, comfort, and privacy by monitoring who enters and exits the premises with confidence and discretion. Create a gracious departure experience: accurate checkout, thoughtful farewell, feedback capture, and notes for future personalization. What We’re Looking For Customer service experience required; hotel front desk, concierge, guest services, or similar hospitality experience preferred. Luxury, boutique, resort, or high-touch hospitality experience strongly preferred. Experience with hotel reservation or property-management systems (OPERA Cloud preferred, RoomKeyPMS, MEWS or similar). Comfort using travel planning websites and guest review platforms (Booking.com, TripAdvisor, and similar) preferred. Excellent communication, organization, multitasking, and time-management skills. Warm, polished, patient, trustworthy, and confident in guest-facing moments. Strong issue-resolution instincts with a guest-focused orientation. Proficiency in English required; multilingual ability strongly preferred. High school diploma required; degree or coursework in hotel management is a plus. Must be authorized to work in the United States and able to work in Jackson, WY. Who Thrives Here This role is a fit for someone who genuinely loves hosting people and wants to own the guest journey. Jackson is extraordinary, and it’s a genuine part of what we offer — but the work comes first. You’ll thrive if you are: Guest-first: you genuinely enjoy meeting people and helping them feel cared for. A natural host: you notice details, remember preferences, and create moments that matter. Organized and precise: you keep reservations, payments, guest notes, and handoffs clean. <