Hospitality Success Specialist (tech + customer support)
About The Position
The Hospitality Success Specialist serves as the operational backbone of GuideTime's Hospitality team. This role owns the journey after a property/partner decides to work with GuideTime—from onboarding and launch through ongoing support and long-term success. In addition, this role supports the sales process through research, prospecting, CRM management, and preparation for customer meetings. The ideal candidate enjoys wearing multiple hats, communicating with people, solving problems, and creating systems that help a growing company scale. GuideTime partners with hotels, lodges, campgrounds, RV resorts, glamping properties, and destination organizations to provide turnkey, branded outdoor experience programs. We curate vetted, bookable local experiences that are seamlessly integrated into each partner's website, helping guests create memorable outdoor experiences while generating ancillary revenue for our partners.
Requirements
- Exceptional organization and attention to detail.
- Excellent written and verbal communication.
- Customer-first mindset.
- Ability to manage multiple projects simultaneously.
- Self-starter who enjoys working independently.
- Comfortable learning new software and technology.
- Positive, adaptable attitude.
- Missoula or general area based so you can join us in the office
Nice To Haves
- Hospitality or lodging sales or customer service
- Customer Success or Account Management
- Project Coordination
- Sales Support
- SaaS or technology companies
- Salesforce CRM
- Google Workspace
Responsibilities
- Coordinate the onboarding process from signed agreement through launch.
- Send contracts and subscription payment links.
- Schedule and lead onboarding and training calls.
- Build and configure branded experience pages.
- Coordinate launch tasks with internal teams.
- Track onboarding progress across multiple hospitality partners.
- Ensure every new partner launches successfully and on schedule.
- Serve as the primary point of contact for hospitality partners.
- Respond to questions via email, phone, and video.
- Help partners maximize adoption of their GuideTime program.
- Troubleshoot issues and coordinate internally when needed.
- Monitor guest bookings and ensure an exceptional guest experience.
- Proactively identify opportunities to improve partner satisfaction and engagement.
- Research prospective hotels, lodges, resorts, RV parks, campgrounds, glamping properties, and destination organizations.
- Gather background information on companies and decision makers before meetings.
- Curate lists of vetted local experience providers in prospective markets so potential partners can clearly see the types of experiences GuideTime can offer their guests.
- Prepare materials for demos and presentations.
- Maintain Salesforce records and sales activity.
- Assist with follow-up emails, scheduling, and administrative support.
- Keep onboarding projects organized and moving forward.
- Document and improve internal processes.
- Help create scalable systems for the Hospitality team.
- Collaborate closely with sales, operations, and leadership.
Benefits
- Company phone, dedicated desk and computer provided
- Paid Time Off - 7 days (starts after 90 days)
- Holidays - 8 paid holidays (starts after 90 days)
- Health Insurance with Employer Contribution (starts after 90 days)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
