ROLE
Guest Services Agent
LOCATION
Trailborn Rocky Mountains Outpost
1040 Big Thompson Ave
Estes Park, CO 80517
ABOUT
TRAILBORN
Trailborn was founded on a simple idea:
Life Should Be an Adventure. We build design-forward, experiential hotels to pull people out of the daily grind and into the great outdoors. Our locations are at the heart of our country's most extraordinary outdoor destinations-from national parks to wine country, and snow-capped mountains to sun-soaked beaches.
With five properties located in North America's most iconic outdoor destinations, including Trailborn Rocky Mountains in Estes Park, Colorado; Trailborn Highlands in the Blue Ridge Mountains of North Carolina; Trailborn Grand Canyon in Williams, Arizona; and Trailborn Surf & Sound in Wrightsville Beach, North Carolina, Trailborn brings thoughtfully designed, boutique accommodations to regions where nature and adventure converge. Additionally, Trailborn has a robust pipeline of properties opening in 2025 and 2026 including Mendocino, California.
ABOUT OUR VALUES
We believe in HEART - Honesty, Excellence, Action, Results and Team
ABOUT OUR ROLE
We are seeking a highly motivated and customer-oriented Guest Services Agent to join our team at Trailborn Rocky Mountains Outpost. As a Guest Services Agent, you will be responsible for providing exceptional customer service to our guests, ensuring their stay is comfortable and enjoyable. You will be the first point of contact for guests, handling their inquiries, requests, and complaints with professionalism and efficiency. Your main goal will be to create a positive and memorable experience for our guests, leaving them with a desire to return to our resort in the future.
ESSENTIAL
FUNCTIONS
- Greet guests upon arrival and check them in, ensuring all necessary information is obtained and recorded accurately
- Answer guest inquiries and provide information about resort facilities, services, and local attractions
- Handle guest complaints and resolve issues in a timely and satisfactory manner
- Assist guests with luggage, transportation, and other requests as needed
- Maintain a clean and organized front desk area and lobby
- All other duties as assigned
QUALIFICATIONS
Minimum Qualifications: - A valid driver's license
- Excellent communication and interpersonal skills
- Ability to work flexible hours, including weekends and holidays
- Proficient in Microsoft Office and basic computer skills
Preferred Qualifications: - Previous experience in customer service or hospitality role
- Fluent in a second language, preferably Spanish
- Familiarity with hotel reservation systems
Basic Competencies:- High level of professionalism, able to follow instructions with follow-up, respect, and integrity.
- Understand oral and written communications, follow detailed directions, and provide clear instructions/directions.
- Basic skills such as: attention to detail skills, reasoning skills and multi-tasking and prioritization skills.
EMPLOYMENT CONDITIONS
- Work safely to prevent on-the-job accidents and injuries and follow company safety policies and procedures.
- Complete required training programs.
- Work hours may include a nonstandard workweek, overtime, and various shift work as needed.
- The guest service agent position is an "at will" position.
PHYSICAL
REQUIREMENTS
- Must be able to remain upright and able to continuously move on a firm surface for an 8-10-hour shift.
- Must be able to move at least 20 pounds up to 5 feet high without another person's aid.
- Must be able to assist guests with luggage and set up event rooms.
UNIFORM
A uniform top is provided by the company for this position with required uniform guidelines.
ABOUT OUR
BENEFITS
Why You'll Love Working Here- Comprehensive Benefits: Affordable medical, dental, and vision insurance with company contributions.
- Secure Your Future: 401(k) plan with a company match.
- Recharge & Grow: Enjoy paid time off and learning programs to advance your career.
Join us and thrive in a workplace that values you.
SCHEDULE
Hospitality demands a flexible schedule that may require extended hours as the business requires coverage including seasonality- on any day at any hour, including evenings, weekends, and holidays.
SALARY
$18/hour to $20/hour
JOB STATUS
Full Time
FLSA
Non-Exempt (Hourly)
EQUAL EMPLOYMENT OPPORTUNITY
Trailborn is an Equal Opportunity Employer. We celebrate diversity and are committed to fostering an inclusive and supportive workplace for all employees. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or any other protected status under applicable federal, state, or local laws.
If you require assistance or an accommodation due to a disability, please inform us during your application process.
The specific statements shown in each section of this Job Description are not intended to be all-inclusive. They represent typical elements and criteria considered necessary to perform the job successfully. The job's responsibilities/tasks may be modified and/or expanded over time without prior notice. The Company will try to give as much notice as practical when changes are made.