Lead Haus Experience Specialist

Description The Lead Haus Experience Specialist plays a key role in delivering exceptional guest and member experiences at Gravity Haus. This position combines front desk hospitality and community engagement while providing on-shift leadership to the Haus Experience team.

Key Responsibilities

Guest & Member Experience

• Greet and welcome hotel guests and Gravity Haus members with warmth, enthusiasm, and genuine hospitality.
• Create memorable experiences by anticipating guest and member needs and providing personalized service.
• Serve as a knowledgeable resource for Vail, providing recommendations for dining, activities, transportation, outdoor adventures, and local experiences.
• Build meaningful relationships with guests and members that encourage loyalty and engagement with the Gravity Haus community.
• Respond to guest and member questions, requests, and concerns promptly and professionally.
• Educate guests and prospective members on Gravity Haus Membership, amenities, programming, and benefits.

Hotel Front Desk

• Handle hotel check-ins, check-outs, reservations, room assignments, and guest requests accurately using the property management system (PMS).
• Communicate with guests by phone, email, and in person throughout their stay.
• Coordinate pre-arrival outreach and ensure VIP, special occasion, and other special requests are communicated and fulfilled.
• Assist with billing questions, payment processing, and other front desk transactions.
• Coordinate with Housekeeping, Engineering, Food & Beverage, and other departments to ensure rooms and guest areas are ready and welcoming.
• Be an expert on guest rooms and condos
• Assist with luggage, bell, valet, transportation, and other arrival and departure services as needed.
• Safely park and retrieve guest vehicles as part of valet services, and when necessary drive guest shuttle within the Town of Vail
• Maintain accurate guest information, room status, and daily operational records.
• Assist with inventory management and upsell programs
• Assist with pre-arrival and post-departure preparation for guests, owners, and member stays

Team Leadership & Operations:

• Train, schedule, and supervise hotel front desk, assist in coverage of spa and member club desk; provide Manager on Duty (MOD) coverage; and coordinate daily operations.
• Cross-Department Collaboration: Work closely with Food & Beverage, Housekeeping, Engineering, and Membership/Fitness teams to ensure smooth on-property activations.
• Other duties as assigned

What We’re Looking For

• 1+ year of supervisory experience in hospitality, hotels, customer service, or a related guest-facing environment preferred.
• Previous hotel front desk, concierge, membership, or club experience is a plus.
• Excellent verbal and written communication skills; bilingual English/Spanish is a plus.
• Strong interpersonal skills and a genuine passion for creating exceptional guest and member experiences.
• Ability to multitask, prioritize, and remain calm and professional in a fast-paced environment.
• Strong attention to detail and organizational skills.
• Comfortable learning and using hospitality technology, including PMS, POS, membership, and communication platforms.
• Ability to work independently while also being a collaborative team member.
• Willingness to learn both Hotel Front Desk and Member Club operations and work wherever needed.
• Must possess a valid driver's license and maintain a clean driving record.
• Ability to safely operate and park guest vehicles as part of valet services.
• Passion for the outdoors, wellness, hospitality, and creating community.
• Commitment to Gravity Haus' mission, vision, and core values.
• Leadership ability and willingness to guide team members during shifts.

Physical Requirements

• Ability to stand for extended periods.
• Ability to lift up to 50 lbs occasionally.
• Flexibility to work weekends, holidays, and varying shifts as needed.

About Gravity Haus Gravity Haus is a community-driven adventure lifestyle brand with hotels, restaurants, and experiences that empower a modern way of travel. We create spaces where locals and travelers connect, refuel, and play - all rooted in the spirit of the outdoors and intentional living.

At the heart of everything we do are our core values, which guide our culture, service, and growth:

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

We’re looking for team members who share these values and want to make a meaningful impact in both their work and community.

What We Can Offer You When you join Gravity Haus, you’re not just taking a job - you’re stepping into a community with benefits, perks, and opportunities to grow. Full-time team members enjoy health insurance, a 401(k) with company match, and an All-In Gravity Haus Membership that includes adventure perks like discounted stays, gear rentals, wellness programming, and more. Part-time team member benefits vary.