Position Summary
The Guest Services Specialist acts as host, reservation specialist, and support resource across The Stanford's accommodations, spa, dining, and event spaces, delivering thoughtful, accurate service before, during, and after each guest's stay. Operating in a boutique setting rather than a traditional front desk, the role blends in-person interaction with phone, text, email, and after-hours support.
Key Responsibilities
- Serve as a point of contact for guests, visitors, and community members, offering personalized recommendations on accommodations, dining, spa, events, and local attractions.
- Conduct property tours and assist prospective guests with inquiries.
- Respond promptly and professionally to guest requests, concerns, and service recovery situations, exercising sound judgment, empathy, and ownership through to resolution.
- Manage reservations, modifications, payments, deposits, gift cards, and guest communications with accuracy and attention to detail.
- Review upcoming reservations to ensure accommodations, special requests, packages, and itineraries are complete and accurate.
- Maintain accurate guest profiles and records across hospitality/reservation systems, and complete daily administrative tasks supporting department operations.
- Maintain organized workspaces, guest-facing areas, and supplies.
- Coordinate with housekeeping, maintenance, spa, dining, events, and leadership to ensure a seamless guest experience.
- Escalate emergencies and complex situations per established procedures.
- Participate in a rotating on-call schedule, including evenings, weekends, and holidays.
- Perform other duties as assigned.
Requirements
- High school diploma or equivalent.
- One to three years of hospitality, customer service, administrative, or related experience preferred.
- Excellent verbal and written communication skills.
- Strong attention to detail and organizational abilities.
- Ability to manage multiple priorities while maintaining accuracy and professionalism.
- Comfortable learning and utilizing hospitality software and reservation systems.
- Demonstrated ability to problem solve, exercise independent judgment, and work effectively with minimal supervision.
- Ability to build positive relationships with guests, team members, and community partners.
Equal Opportunity Employer - All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.