Guest Communications Agent @ LUM

What You Will Create

• Seamless guest experiences by serving as the central phone and text connection for guests and resort teams, ensuring inquiries, requests, and concerns are resolved with warmth, efficiency, and attention to detail
• Confidence and trust through accurate guidance on accommodations, amenities, dining, spa services, transportation, resort activities, operating hours, and local attractions
• Personalized hospitality by recognizing guest preferences, anticipating needs, and tailoring each interaction to create memorable experiences throughout the guest journey
• Exceptional service continuity by coordinating closely with Housekeeping, Engineering, Food & Beverage, Spa, Transportation, and other resort teams to ensure guest requests are fulfilled completely and promptly
• Timely resolutions by entering, tracking, monitoring, and proactively following up on guest requests through service optimization and communication platforms
• Forbes-level service standards across high-volume call, text, voicemail, and chat channels while maintaining composure, professionalism, and genuine care in every interaction
• Elevated guest satisfaction by identifying opportunities to enhance experiences, supporting service recovery efforts, documenting valuable feedback, and ensuring concerns receive appropriate attention
• Guest confidence and operational integrity through sound judgment, thoughtful escalation of urgent matters, accurate documentation, and strict confidentiality of guest information
• Consistent operational excellence by maintaining detailed guest records, achieving established service metrics, participating in training and quality assurance initiatives, and supporting emergency communication procedures

What You Can Expect

• A fast-paced communications environment where every interaction influences the overall guest experience
• Frequent collaboration with operational leaders and resort departments
• Opportunities to develop expertise in luxury hospitality, guest engagement, service recovery, and cross-functional operations
• Continuous use of communication platforms, service optimization systems, guest records, multi-line phone systems, messaging tools, and related technology
• High volumes of inbound guest and internal communications requiring prioritization, accuracy, and responsiveness
• Flexible scheduling that may include evenings, weekends, holidays, and peak resort periods
• A primarily sedentary work environment utilizing a computer and headset for extended periods, with occasional travel throughout the resort as needed
• Ongoing coaching, training, and development designed to strengthen service excellence and advance hospitality careers

What You Bring

• A natural ability to create genuine connections and make every guest feel welcomed, valued, and understood
• Exceptional verbal communication skills paired with active listening and thoughtful attention
• Professional presence and polished service instincts that remain consistent during busy, high-volume periods
• Composure, sound judgment, and confidence when navigating changing priorities and complex guest situations
• A collaborative mindset that values partnership, accountability, and shared success across departments
• Curiosity and initiative to anticipate needs, identify solutions, and elevate experiences beyond expectations
• Strong organizational abilities that allow you to balance multiple conversations, requests, and follow-up commitments simultaneously
• A commitment to confidentiality, discretion, and delivering hospitality with professionalism and care
• Pride in creating memorable moments while continuously developing your expertise

Qualifications

• High school diploma or equivalent required
• One to two years of experience in a call center, hotel operations, front desk, guest services, or a related hospitality environment
• Exceptional verbal communication, active listening, and professional telephone etiquette
• Strong multitasking abilities within a fast-paced, service-focused setting
• Basic computer proficiency and experience utilizing multi-line telephone systems
• Ability to work flexible schedules, including evenings, weekends, and holidays
• Experience within a luxury hospitality, resort, or upscale service environment preferred
• Familiarity with PBX, HotSOS, or comparable hospitality communication and service-management platforms preferred
• Multilingual communication abilities preferred
• Experience supporting VIP, high-profile, or discerning guests preferred
• Ability to remain seated for extended periods while operating a computer and headset
• Ability to occasionally walk throughout the resort to support operational needs

Additional Information

This job description is not intended to be a comprehensive list of all duties, responsibilities, or activities associated with this position. Responsibilities may change or be assigned as needed to support operational excellence, business needs, and exceptional guest service standards.

Begin a Meaningful Career at Nemacolin

At Nemacolin resort in Pennsylvania's Laurel Highlands, foundational roles form the heart of the guest experience and the beginning of many long-term careers. Each day brings the opportunity to learn new skills, build confidence, and contribute to a team that values hard work, kindness, and pride in service. Whether entering hospitality for the first time or continuing a professional journey, the environment encourages growth, connection, and steady advancement.

Associate team members from a wide range of experiences come together to create something exceptional, supported by leaders who provide guidance, recognition, and encouragement along the way. Many leaders within the resort began in hourly roles, building successful careers through dedication, mentorship, and continuous learning.

Growth & Development

• Paid training and structured onboarding
• Hands-on learning and cross-department opportunities
• Clear pathways for advancement and internal promotion
• Recognition through individual and team honors

Benefits & Everyday Perks

• Competitive hourly wages and attractive 401(k) program
• Medical, dental, and vision coverage for eligible associates
• Paid time off and holiday compensation
• Discounted associate meals and uniform services
• Savings across resort dining, retail, spa, and activities
• Exclusive access to The Rec Center, The Market, The Pub, and the Wisteria associate community

A role at Nemacolin opens the door to skill-building, meaningful relationships, and a future shaped through experience and opportunity.

Bring your passion. Grow your career. Create Real Life Magic.

About Nemacolin

A private, family-owned, and woman-owned luxury resort unlike anything else in the hospitality industry, Nemacolin spans more than 2,200 breathtaking acres in Pennsylvania's Laurel Highlands. Recognized by Forbes Travel Guide, AAA, and Preferred Hotels & Resorts, this four-season destination blends refined hospitality with creativity, craftsmanship, and a spirit of adventure that defines every guest and member experience.

Distinctive accommodations, immersive experiences, and a culture grounded in artistry and service excellence come together to create a setting where guests, members, and associates find inspiration. Across the resort, Real Life Magic is brought to life through meaningful moments, genuine connection, and a shared commitment to delivering something truly exceptional.

Visit Nemacolin.com to step inside the story, explore the experiences, and discover what draws people to Nemacolin. Then, imagine where this opportunity could take you as part of your own remarkable journey.

(Keywords: Call center, Guest Experience, Luxury, Hospitality, Customer Services, Guest Services, Jobs Near Me, Morgantown, Uniontown)