Guest Experience Supervisor

Knightsbridge Capital Corporation • Greenough, MT

6d

About The Position

Paws Up Montana, America’s premier luxury ranch resort, is more than a workplace—it’s a chance to be part of something extraordinary.

The role of the Guest Experience Supervisor is to support the Guest Experience Management team for large leisure reservations, phone call management, and email communication in accordance with Paws Up standards and values displaying a high level of attention to detail.

Requirements

• College degree preferred
• Minimum 2 years of experience in customer service
• Minimum 2 years of experience of supervising a mid-size team
• Proven ability to lead and supervise a team
• Proven experience with Microsoft Office (Outlook, Word, Excel and PowerPoint) and keyboard skills
• Proven customer services skills, communication skills, and organizational skills
• Proficient ability to multi-task and work in a fast-paced environment while remaining organized and prioritizing workload throughout the day
• Has a friendly and professional manner under periods of high demands and with guest, team members, and management
• Valid State Driver’s License

Responsibilities

• Assist and create large leisure and group guest itineraries as assigned
• Audit all reservations and ensure guest information is accurately communicated to the guest and entered in the Resort PMS systems.
• Support Guest Experience team in daily operations by answering phone calls and emails in accordance to Forbes Standards
• Track and maintain guest amenities and department expenses within budgeted guidelines.
• Assist in arranging guest celebration amenities which are unique and personalized as needed; schedule the delivery of all guest amenities to their appropriate accommodations or locations prior to the guest arrival.
• Supervise operational and administrative functions to ensure guest information is delivered efficiently.
• Maintain up-to-date awareness of Resort information and amenities.
• Keep Guest Experience Manager promptly and fully informed of all problems or unusual matters of significance coming to their attention so prompt and corrective action can be taken when appropriate.
• Keep up-to-date knowledge on all menu items including preparation, allergens, and alternative preparations.
• Complete all Guest Experience projects as assigned.
• Communicate and maintain timelines and priorities.
• Maintain flexible hours to accommodate guest and special events needs, due to the cyclical nature of the hospitality industry. Position requires full availability including evenings, weekends, holidays or as needed.
• Ensure timely follow up for guest SMS messages adheres to company standards
• Support and champion Paws Up Montana’s Values and Standards
• Display hospitality and professionalism to our guests and team members at all times, take pride in representing The Paws Up Montana professionally with our guests and assure all transactions with guests are handled in a legal, ethical, and confidential manner.
• Maintain a favorable working relationship with all team members to foster and promote a positive working environment.
• Maintain a clean and neat appearance at all times.
• Perform work in a safe and high-quality manner.

Benefits

• Medical, Dental, Vision Insurance
• 401K with Employer Match
• Paid Time Off– 9 Floating Holidays and 15 Personal Days
• Career Development and Advancement Opportunities
• Life Insurance, Long Term, and Short-Term Disability
• Employee Assistance Program(5 free counseling sessions)
• Referral Bonus Program(Get paid $250 to recruit)
• Employee Discounts on Merchandise(30% on select items in our retail store)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level