GEM (Guest Experience Maker)

Sorrel River Ranch•Moab, UT

23h

About The Position

Sorrel River Ranch is a Four Diamond luxury guest ranch along the scenic Colorado River, surrounded by 2,000-foot-high cliffs, buttes, and mesas. Located just 17 miles from Moab, Utah, and near Arches and Canyonlands National Parks, the ranch offers an exclusive 240-acre riverside oasis. The Guest Experience Maker (GEM) serves as the primary liaison between guests and the resort, ensuring exceptional service and memorable stays. This role requires a detail-oriented individual who can manage reservations, assist guests with their itineraries, and collaborate with various departments to enhance the guest experience. The GEM also plays a crucial role in ensuring all guest needs are met efficiently and professionally.

Requirements

High school diploma or GED required.
Strong verbal and written communication skills.
Proficiency in Microsoft Office and Google
Ability to lift 50+ pounds and stand for extended periods.
Must be flexible with schedules, including days, nights, weekends, and holidays.
Valid driver’s license required to operate guest transport vehicles.

Nice To Haves

Previous hospitality, reservations, or customer service experience preferred.
Experience with hospitality systems such as MEWS, Toast is a plus.
CPR/First Aid Certification preferred.
Extensive knowledge of Moab, Utah, and surrounding areas is a plus.

Responsibilities

Warmly welcome guests, manage check-in/check-out procedures, and provide personalized assistance.
Understand, anticipate, and exceed guest expectations with exceptional customer service.
Proactively communicate with guests via phone, email, and in-person interactions to address inquiries and requests.
Provide detailed information on local attractions, activities, and events.
Assist in resolving guest concerns promptly and courteously.
Handle reservations via phone, email, and online booking systems, ensuring accuracy.
Process guest check-ins and check-outs smoothly and correctly.
Maintain and update reservation records, ensuring accurate guest information and room statuses.
Operate and manage front desk equipment, including PMS (MEWS), switchboards, and key systems.
Enforce all cash handling, check, and credit card policies, balancing transactions and guest billing.
Track receipts from guest purchases and property charges.
Assist in planning guest itineraries, including adventure activities, spa appointments, and dining experiences.
Safely transport guests to their rooms or shuttle them to and from the airport.
Promote and manage resort packages, promotions, and special experiences.
Engage guests in Sorrel River Ranch’s mission by sharing knowledge about the property, experiences, and locally grown food offerings.
Communicate effectively with all resort departments, including housekeeping, maintenance, and food and beverage, to fulfill guest needs.
Assist housekeeping or other departments as needed to ensure smooth operations.
Monitor and manage back-of-the-house inventory through tracking, organization, ordering, and restocking.
Adhere to and contribute to the improvement of standard operating procedures (SOPs) and daily checklists.