Guest Services Agent

Job Description

Job Description

Scribner's Catskill Lodge is looking to add a Guest Services Agent to our team! This role can be seasonal or year-round based on employee preference. Part-time and full-time roles are available. Previous hospitality, hotel or customer service experience is preferred, but not required.

ABOUT THE ROLE:

The Guest Services Agent acts as ambassador to Scribner’s Catskill Lodge and is the primary point of contact for our guests. This teammate ensures every guest experience meets our high-quality standards of communication and service. This role greets new and returning guests providing smooth arrival and departure experiences, manages reservations and guest bills, performs check-ins and check-outs, ensures each room is prepared to standard and recommends local activities for guests.

Our ideal candidate is outgoing and engaging, detail oriented and organized, a strong verbal and written communicator and passionate about the Catskills and sharing their knowledge of the area with guests.

RESPONSIBILITIES:

• Uphold service standards to create a second-to-none guest experience

• Create and ensure welcoming and transportive atmosphere for guests

• Check-in and check-out guests efficiently and accurately

• Manage guest concerns and creatively resolve problems

• Create, modify and cancel room reservations, including processing payments

• Communicate with guests over email, phone and in-person in a professional and timely manner

• Manage and uphold Lodge visual and operational standards

• Assist with special events or on-property programming as needed

• Work closely with hotel support and housekeeping teams

WHAT WE’RE LOOKING FOR:

• A genuine passion for hospitality

• A solution-oriented approach to guest service

• Professional presentation and demeanor

• Reliability and strong work ethic

• A teamplayer who enjoys being part of a close-knit team environment

• Flexible availability, including weekends and holidays

BENEFITS INCLUDE:

• Paid time off, Paid holiday time off, and Vacation policy

• Subsidized Medical Insurance Cost

• Dental and Vision Insurance Available

• Staff Housing Available

• Food and Beverage Discounts

ABOUT SCRIBNER’S CATSKILL LODGE

Scribner's Catskill Lodge is set in the Catskill Mountains. Renovated and re-established in 2016, our Lodge is a year-round attraction for urban explorers looking to explore the Catskills. With thoughtful design, friendly service, and delicious food and drinks served in our onsite restaurant, Prospect, the Lodge has become the perfect basecamp for weekend adventurers and midweek escapists. In addition to our 38 guest rooms and suites, our newest accommodations, The Rounds, are 11-luxury cabins, a stone’s throw away from the Lodge. The uniquely designed Rounds include oculus for stargazing, outdoor soaking tubs, and decks with 360 degree views. In addition to our accommodations at the Lodge and the Rounds, we offer a locally-inspired restaurant, Prospect, multiple indoor and outdoor event spaces, and over 20 acres of mountainside to explore.

ABOUT ESCAPE HOSPITALITY:

Founded in 2015, Escape Hospitality creates and operates hospitality venues in the Catskills Region focused on design and culinary experiences that draw from the local area. Following its first property, Scribner’s Catskill Lodge and its in-house Prospect Restaurant, Escape Hospitality has opened Fellow Mountain Cafe less than 1-mile away from the Lodge. Recently, it opened the Rounds as an extension of the Lodge, which includes 11x new cabins and 1x new amenity building. As it continues to grow, Escape Hospitality’s most important goal is to continue to provide an inclusive and supportive environment for its team.