Guest Experience Host - Outdoorsy Hill Country

About Outdoorsy Hill Country

Outdoorsy Hill Country is a premier luxury glamping retreat nestled on 34 stunning acres in Stonewall, Texas. As one of the newest destinations on the Texas Wine Trail, we offer guests a unique, high-end hospitality experience centered on nature. The property features 22 luxury, safari-style tents and unique event spaces, setting a new standard for outdoor lodging. Located just 20 minutes from historic Fredericksburg, we are part of the broader Outdoorsy Destination Network, a growing collection of unique outdoor properties across the country. Join us in delivering an unforgettable luxury adventure in the heart of the Texas Hill Country.

About the Outdoorsy Group

Founded in 2015, the Outdoorsy Group has pioneered access to the outdoors by creating the world's leading outdoor travel ecosystem. The Outdoorsy Group’s lines of business include: 

• Outdoorsy.com, the most trusted online RV & campervan rental marketplace
• The Outdoorsy Destination Network is a portfolio of campgrounds and glamping retreats in the backyard of our nation's most beautiful landscapes. 
• Roamly, a proprietary insurance company that underpins Outdoorsy.com and serves as a transformative insurance platform to power global marketplaces. Outdoorsy's businesses are united by a long-term mission to restore our relationship with the outdoors and with each other.

About The Role

The Guest Experience Host is a key ambassador of Outdoorsy Hill Country, ensuring that every guest’s experience from check-in to check-out is welcoming, seamless, and memorable. This person will be the first friendly face guests see and interact with on the property, setting the tone for their entire stay. With a love for people and the outdoors, the Guest Experience Host is energized by providing exceptional customer service and personalized support. The ideal candidate is upbeat, empathetic, detail-oriented, and thrives in a fast-paced environment.

This is a full-time role reporting directly to the General Manager.

Responsibilities

• Guest Interaction: Serve as the primary contact for guests and vendors, ensuring smooth communication and a warm, welcoming environment.
• Communication & Support: Handle incoming calls, occasional outbound calls, and respond to guest emails and chat inquiries regarding reservations, billing, and general questions.
• Concierge Services: Coordinate and book private tours, tastings, and other custom experiences for guests prior to arrival.
• Housekeeping Coordination: Oversee the pre-arrival room inspections, create maintenance tickets as needed, and ensure rooms meet Outdoorsy standards for each guest.
• Post-Stay Inspections: Conduct thorough room checks following guest departures to maintain quality and cleanliness.
• Sales Transactions: Handle food and beverage sales through our POS system (Clover), maintaining accurate and efficient transaction records.
• Facility Maintenance: Ensure cleanliness of shared areas, such as the bar and communal bathrooms, to uphold a welcoming atmosphere.

• Availability: Ability to work weekends and holidays as needed, including occasional night shifts based on business demand.

• Mindset: A “can-do,” team-oriented attitude with a willingness to jump in where needed.
• Technical Skills: Proficiency with computer systems, POS software, and basic online communication tools.
• Communication Skills: Professional and courteous communication across all channels, including phone, email, video, and text.
• Adaptability: Excellent time management skills, with an ability to multitask and handle interruptions in a dynamic environment.
• Reliability: Highly responsive, dependable, and committed to delivering a superior guest experience.
• Customer Service: Strong experience in customer service with the ability to empower, empathise, and engage with guests.
• Physical Requirements: Ability to lift 15-25 pounds, stand or walk for up to 8 hours, and remain active throughout the shift.
• Professionalism: Maintain a high standard of conduct and adhere to all company policies and procedures.

Preferred:

• New Build/Opening Team Experience: Familiarity with the unique demands and opportunities of opening a new property.
• Passion for the Outdoors: A genuine love for outdoor activities and sharing that passion with guests.
• TABC & Food Handler Certifications: Current certifications for alcohol and food handling compliance.

• Pay Rate: $18-$20/hour DOE.
• Schedule: Full-time (5 days on, 2 days off).
• Availability: 9am-5pm and 11am-7pm.
• Comprehensive Benefits: We offer a full health and welfare benefits package, a 401(k) match, and Paid Time Off.