Guest Experience Specialist

HOTEL JACKSON

Jackson, Wyoming

Guest Experience Specialist

Hotel Operations | Full-Time, Year-Round

$30/hr
Benefit Package + 401K · Subsidized Employee Housing · Ski Pass discount + Local Perks

Who We Are

Hotel Jackson is a boutique luxury hotel on the Town Square in Jackson, Wyoming. We are independently owned, personally operated, and deeply invested in this place. Hospitality here isn’t transactional — it’s an act of genuine connection. We believe in warmth, authenticity, expertise, and the kind of care that makes guests feel truly at home.

Our mission is simple: We are here to host. That means anticipating needs, elevating every detail, and delivering impactful memorable moments.

The Role

We’re hiring a Guest Experience Host — the guest’s point of connection before arrival, during the stay, and through checkout. Working with a team of other like-minded hosts, if a guest needs something you make it happen.

The goal is simple: every guest should feel known, cared for, and confidently hosted throughout their entire Hotel Jackson experience.

Host mentality matters: we’re looking for someone who creates authentic connections, anticipates needs, follows through without being asked, and makes each stay feel personal rather than transactional.

What You’ll Own

Own the full guest journey from pre-arrival planning and reservation support through check-in, in-house hosting, and checkout.

• Manage phone, online, and direct reservations with accuracy, warmth, and strong attention to detail.
• Confirm guest details, preferences, arrival plans, special occasions, VIP needs, group reservations, transportation requests, and personalized services before arrival.
• Welcome guests with a polished first impression; perform check-in tasks, verify payment details, assign rooms, and clearly explain hotel services and amenities.
• Act as the point of reference for guests who need assistance, recommendations, dining reservations, activities, transportation, excursions, or local information.
• Build and maintain strong knowledge of Hotel Jackson, Jackson Hole, nearby restaurants, venues, outfitters, shops, events, seasonal conditions, and local experiences.
• Create personalized solutions by listening closely to guest needs and suggesting hotel amenities, activities, facilities, and local experiences that fit each guest.
• Partner with housekeeping, valet, maintenance, food and beverage, and leadership to ensure rooms, requests, and guest details are executed seamlessly.
• Respond to guest concerns quickly, calmly, and professionally; own service recovery until the guest feels cared for.
• Upsell additional facilities, amenities, and services when appropriate and aligned with the guest’s needs.
• Maintain accurate booking, payment, preference, and follow-up records so each interaction builds a better future stay.
• Support safety, comfort, and privacy by monitoring who enters and exits the premises with confidence and discretion.
• Create a gracious departure experience: accurate checkout, thoughtful farewell, feedback capture, and notes for future personalization.

What We’re Looking For

• Customer service experience required; hotel front desk, concierge, guest services, or similar hospitality experience preferred.
• Luxury, boutique, resort, or high-touch hospitality experience strongly preferred.
• Experience with hotel reservation or property-management systems (OPERA Cloud preferred, RoomKeyPMS, MEWS or similar).
• Comfort using travel planning websites and guest review platforms (Booking.com, TripAdvisor, and similar) preferred.
• Excellent communication, organization, multitasking, and time-management skills.
• Warm, polished, patient, trustworthy, and confident in guest-facing moments.
• Strong issue-resolution instincts with a guest-focused orientation.
• Proficiency in English required; multilingual ability strongly preferred.
• High school diploma required; degree or coursework in hotel management is a plus.
• Must be authorized to work in the United States and able to work in Jackson, WY.

Who Thrives Here

This role is a fit for someone who genuinely loves hosting people and wants to own the guest journey. Jackson is extraordinary, and it’s a genuine part of what we offer — but the work comes first.

You’ll thrive if you are:

• Guest-first: you genuinely enjoy meeting people and helping them feel cared for.
• A natural host: you notice details, remember preferences, and create moments that matter.
• Organized and precise: you keep reservations, payments, guest notes, and handoffs clean.
• Locally curious: you love learning Jackson Hole and sharing it with generosity.
• Calm under pressure: you can manage arrivals, phones, requests, and recovery without losing warmth.
• Accountable: you own the guest experience instead of passing problems along.

This may not be the right fit if you:

• Prefer transactional “behind the front desk” check-in/check-out work over relationship-based hospitality.
• Are uncomfortable with direct guest interaction, fast follow-through, or high-touch service expectations.
• Struggle to stay organized when managing multiple requests at once.
• Do not enjoy learning local restaurants, activities, transportation options, and seasonal guest needs.
• Need every answer handed to you instead of taking ownership and finding the right solution.

Compensation & Benefits

We know Jackson is one of the most expensive places to live in the country. We’ve built this package to make the move real.

• $30/hr
• Medical benefits for full-time/year-round employees
• Employee meal
• Subsidized ski pass to JHMR or other local mountains (details and conditions apply)
• Subsidized housing available for the right candidate
• Jackson perks and select local benefits

How to Apply

We review applications seriously, and we ask a few focused questions up front. Please include responses to the following with your application — submissions without them will not be considered.

1. Customer Service

How many years of customer service experience do you have?

2. Hospitality

How many years of hospitality experience do you have?

3. Guest Services

How many years of hotel front desk, concierge, or guest services experience do you have?

4. Host Mentality

Tell us about a time you made a guest, customer, or client feel genuinely seen.

5. Jackson Connection

What would you be excited to help guests experience in Jackson Hole?

6. Work Authorization

Are you authorized to work in the United States? Are you able to work in Jackson, WY 83001?

7. Language

Do you speak English? Do you speak any additional languages?

Hotel Jackson · Town Square, Jackson, Wyoming · hoteljackson.com

Pay: $30.00 per hour

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person