Guest Experience Associate

AutoCamp is seeking a dynamic, service-oriented Guest Experience Associate to join our team! AutoCamp is a lifestyle hotel brand that is changing the way people experience the great outdoors. We provide an upscale, hassle-free, and comfortable experience in the world's top outdoor destinations -- we call it Outdoor Hospitality. If you consider yourself a creative problem solver who always finds a way to get it done, we invite you to apply to AutoCamp to join our adventure.

What's in it for you? When you join AutoCamp, you'll be part of a team committed to an inclusive, employee-focused workplace that is invested in your development. We want you to feel engaged, empowered, and excited to grow with us. After all, we believe our greatest and most valuable asset is our people! AutoCamp provides a rewarding, fun, and flexible work environment, exciting perks, an atmosphere designed to encourage and promote career growth within the company, and a robust benefits package including, but not limited to:

Work Today, Get Paid Today, with Daily Pay!

Free Telemedicine and Virtual Mental Health care access for all Associates starting day one!

Multiple Health Insurance and Life Insurance options

401k Plan + Company Match

Paid Parental Leave

Paid Time Off

Holiday Pay

Pet Insurance

Employee Assistance Program

Marketplace Discounts on event tickets, electronics, gym memberships + more!

Our Company: AutoCamp is a division of Schulte Hospitality Group, a leading third-party management company with deep, multi-generational experience in all facets of the hospitality industry. We are a diverse team of innovative hoteliers and restaurateurs operating more than 200 locations across 38 states and 3 countries. Our portfolio includes a wide array of reputable brands like Marriott, Hilton, IHG, and Hyatt, as well as many unique, independent, boutique, and lifestyle properties and restaurants.

Role Purpose

The Guest Experience Associate creates a welcoming, organized, and responsive experience throughout each guest's stay. This highly visible, guest-facing role goes beyond a traditional front desk position by supporting front desk operations, concierge services, shuttling, food and beverage, retail, recreational amenities, and guest programming.

Team members are expected to move confidently among these functions, prioritize guest-facing needs based on business conditions, and work closely with property leadership and other departments. During high occupancy and peak arrival or departure periods, front desk coverage, arriving and departing guests, in-house guest needs, and service recovery take priority.

ESSENTIAL RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:

Front Desk and Guest Services

• Greet guests warmly and provide professional, attentive service in person and by telephone.
• Complete check-ins and check-outs accurately and efficiently, including registration, accommodation assignments, special requests, and payment processing.
• Assist with same-day reservations, cancellations, reservation questions, billing questions, and discrepancies in accordance with established procedures.
• Monitor Front Desk email, responding to guest messages.
• Communicate guest requests to the appropriate department and follow through to confirm completion.
• Respond to guest concerns and participate in service recovery within established guidelines, escalating matters when appropriate.
• Maintain awareness of daily arrivals, departures, VIPs, special requests, property events, and operating conditions.

Concierge and Guest Experience

• Provide informed recommendations about national recreation areas, other local attractions, restaurants, activities, and area services
• Explain property amenities, recreational opportunities, weather or seasonal conditions, access considerations, and other information that may affect the guest experience.
• Help guests navigate the property and enjoy the full AutoCamp experience throughout their stay.

Food and Beverage

• Prepare and serve approved food and beverage items according to established recipes, procedures, and food-safety requirements.
• Prepare and serve alcoholic beverages (if applicable) only when properly trained and legally permitted.
• Process transactions accurately; maintain clean, organized service areas; and restock food, beverage, and service supplies.
• Follow all applicable food handling, safety, sanitation, and responsible alcohol-service requirements.
• Maintain a clean, sanitary, and organized kitchen by regularly cleaning and sanitizing food-preparation surfaces, equipment, utensils, floors, storage areas, and workstations in accordance with food safety and sanitation standards.

Retail and Property Amenities

• Process retail transactions and assist guests with merchandise questions.
• Restock and organize retail merchandise, guest supplies, and assigned public areas so they remain clean and guest-ready.
• Notify Management of items that are out of stock or expired.
• Assist guests with bicycles and other recreational equipment (if applicable) in accordance with established safety procedures.

Guest Programming and Activities

• Support scheduled property programming and guest activities, including setup and breakdown.
• Engage guests, encourage participation, and help facilitate camper crafts, games, family programming, and other scheduled experiences.

Team and Operational Support

• Complete daily checklist ensuring all tasks have been performed within your shift.
• Communicate clearly with property leadership and other departments regarding guest needs, operating conditions, and follow-up items.
• Maintain assigned work areas, equipment, and supplies in a clean, safe, and organized condition.
• Regular and reliable attendance.
• Perform other duties consistent with the role's purpose and operational needs.

Reasonable accommodation may be requested to enable qualified individuals with disabilities to perform the essential functions.

EDUCATIONAL REQUIREMENTS AND PREFERENCES

Required Qualifications

• Ability to provide warm, professional service while performing multiple guest-facing functions in a fast-paced hospitality environment.
• Strong interpersonal and verbal communication skills.
• Ability to remain composed, organized, and attentive to detail while prioritizing competing responsibilities.
• Sound judgment, initiative, and practical problem-solving skills.
• Ability to work independently and collaborate effectively with property leadership and other departments.
• Comfort using property management systems, point-of-sale equipment, computers, and cloud-based applications.
• Ability to meet applicable legal age, training, certification, or permit requirements before preparing or serving alcoholic beverages, when that duty is assigned.
• Ability to meet the scheduling and physical requirements of the role, with or without reasonable accommodation.

Education: High School Diploma, GED, or equivalent is required.

DESIRED SKILLS AND EXPERIENCE

• Previous customer service experience.
• Previous hotel, resort, campground, or outdoor hospitality experience.
• Experience in front desk operations, food and beverage service, retail, recreation, or customer service.
• Experience with Google Workspace/Microsoft 365 or similar cloud-based business applications.
• Genuine interest in hospitality, guest service, and the outdoors

THE RIGHT PERSON WILL...

• Be well-groomed and have a keen outdoorsy style.
• Practice thoroughness and attention to detail.
• Possess excellent and attentive customer service.
• Be a creative problem solver who can find solutions when issues arise.

WORKING ENVIRONMENT AND PHYSICAL REQUIREMENTS

• This position works throughout a hospitality and outdoor resort environment and is not limited to a traditional front desk or office setting. Work may take place at the front desk, retail and food and beverage service areas, guest activity spaces, and outdoor locations throughout the property. Team members may be exposed to varying weather conditions and temperatures.
• This is an on-property position; remote work is not available.
• Communicate frequently with guests and team members in person and by chat system.
• Stand and walk for extended periods and travel between areas of the property.
• Use computers, telephones, point-of-sale systems, and other property equipment.
• Reach, bend, and perform repetitive movements associated with service, stocking, and setup activities.
• Able to lift a minimum of 25lbs.
• Move supplies; restock merchandise and food and beverage products; and assist with recreational equipment in accordance with company safety practices and the actual requirements of the property.
• For properties that require driving a company vehicle/shuttle, you must be able to pass a Motor Vehicle Check and Drug Test.

SCHEDULE

This position may be full-time or part-time. Hospitality operations require flexible scheduling, including mornings, evenings, weekends, and holidays. Overtime may occasionally be required in accordance with applicable law and company policy.

*The hiring process may consist of a phone interview, manager(s) interview, drug screen, background check, reference checks, and potential employment assessment. This job description is only intended to provide a general description of the benefits and compensation applicable to this position. Paid Time Off (PTO) is available for eligible associates in accordance with the Company's Paid Time Off policy. This position is tipped eligible. Specific compensation and benefit details will be discussed during the interview process.

*AC Hospitality Management, LLC is an Equal Opportunity Employer.