Lead, Haus Experience Specialist

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Description

Position Summary

Gravity Haus is looking for an energetic and outgoing Lead Haus Experience Specialist. The ideal candidate maintains a positive attitude and is driven to provide outstanding customer experiences. The Haus Experience Specialist will be responsible for creating memorable moments for our Gravity Haus Members, prospective members, and our hotel guests.

That’s where YOU come in!

Who You Are

• You’re a resourceful, self-motivated leader who’s comfortable navigating ambiguity and carving a new path with minimal direction.
• You’re able to adapt dynamically to shifting internal and external conditions.
• You have exceptional emotional intelligence and interpersonal skills, with the ability to build strong working relationships with team members and stakeholders at all levels.
• You can anticipate guest needs and consequences and adjust accordingly.
• You’re a true team player who can find win-for-all solutions.
• You have excellent written and spoken English skills
• You excel at problem solving
• You are organized and innovative
• You voice your opinions and share ideas and best practices
• You collaborate to work smarter, not harder
• You build relationships with guests, employees and members
• You have an appreciation for and commitment to the outdoors, sustainability, and your own personal growth.
  
  

Requirements

What You’ll Do

• Ensure the consistent execution of service standards
• Reach out to each guest and member to assist with the pre arrival planning and post-stay reviews.
• Reply to reservations inquiries from direct guests and partners.
• Assist the F&B Manager with food and beverage ordering, inventory, and invoices
• Provide assistance to the Engineering and Housekeeping departments
• Build and manage HES procedures and checklists
• Cultivate friendships and loyalty within the Gravity Haus community
• Assess, optimize, and manage room blocking, guest requests, bedding needs
• Check in and check out protocols with daily usage of the PMS system
• Daily use of Alice software to connect with guests, members and report maintenance issues
• Communicate efficiently with all Gravity Haus divisions to create a memorable Gravity Haus experience.
• Make keys, assist with guest room orientation and property orientation
• Educate guests on our Gravity Haus Membership benefits
• Be aware of Joinmes and all membership information
• Provide anticipatory guest service to ensure a comfortable stay
• Reach out to each guest and member to assist with the pre arrival planning.
• Reply to reservations inquiries from direct guests and partners.
• Collectively work towards driving revenue across the Gravity Haus family.
• Be a bridge between all operations
• Resolve guest billing issues and concerns
• Settle folios with open balances or delegate to manager accordingly
• Reach out to guests with future reservations who are missing methods of payments
• Keep track of Front Desk inventory and communicate with manager
• Assist in resolving customer complaints
• Guide and double check completion of Front Desk Agent checklists
• Participate in company meetings and communicate on the intercompany Slack channels
• Be a Gravity Haus Ambassador with an active part in our mission and vision.
• Provide a genuine and elevated guest experience with a community focus, sustainable approach and driven attitude.
• Bring your personality to work
• Have FUN
  
  

Gravity Haus Membership Support

• Guide new members into the community, and ensure that they are utilizing their member benefits amenities to the fullest.
• Support visiting Gravity Haus Members by creating memorable itineraries during their stay at Gravity Haus Breckenridge and Winter Park.
• Incorporate Gravity Haus member benefits into all itineraries (Dryland fitness classes, reservations at Cabin Juice and Unravel, reminders of discounts, etc.) and conversations.
• Prepare the hotel team with personalized information about upcoming member check-ins to create a defining moment.
• Support local Gravity Haus members with positive attentiveness to service, responding positively to member’s needs and ensuring timely resolution to issues
• Support our marketing team by consistently ideating and providing fresh, lively and local content (photography, videography, member testimonials, etc.) for social media and digital marketing.
• Enforce all membership rules and policies to ensure a welcoming and safe environment for all members and teammates
  
  

Prospective Membership Development (Hotel Guests and Membership Prospects)

• Support the Membership Sales Team in achieving new membership sales goals through member promotions, events that drive prospects onto our property, leads, referrals, and guest passes.
• Host prospective new members for on-property tours.
• Member for a Day ownership
• Review all incoming guest reservations, provide anticipatory VIP recommendations under the “GH Member for a Day” mentality.
• Create memorable itineraries for guests of Gravity Haus Breckenridge.
• Incorporate Gravity Haus Member for a Day benefit opportunities into itineraries and conversations to introduce guests to membership.
• Proactively contact high-value guests from target geographies prior to arrival; build relationships; offer concierge-level service; introduce them to our Gravity Haus experience.
• Create “moments of ‘WOW” at time of arrival and throughout the stay for high-value guests in an effort to drive loyalty and conversion to GH membership.
• Be an Ambassador for Gravity Haus, sharing our mission and and vision to build our globally conscious community for the modern adventurers!
  
  

Embrace The Gravity Haus Core Values Of

• Keep Growing
• Bring Others Along
• Create Powerful Moments
• Be “All-In” Go the Distance
• Make it Better than You Found It
  
  

Education And Experience

• 1 plus year of hotel experience preferred
• 1 plus year of customer service preferred
  
  

Physical Requirements

• Ability to stand for long periods of time
  
  

Salary Description

$20.00 / hour plus tips