Senior Guest Services Manager

Knightsbridge Capital Corporation•Greenough, MT

About The Position

The Senior Guest Services Manager is responsible for creating and upholding the standard of the Guest Services department, ensuring an exceptional transportation experience for all guests. You will be overseeing scheduled arrivals and departures as well as on-demand transportation requests. Through strategic planning, team training, and quality assurance the manager ensures the transportation team consistently delivers world-class service.

Requirements

Ability to work flexible hours and open availability.
Experience in world class hospitality and service management required
Current driver’s license with two years driving experience required
Ability to operate various sized multi-passenger vehicles

Responsibilities

Uphold the standards of a seamless guest arrival and departure experience.
Uphold the standards for the on-demand transportation team by coordinating request-based trips, special guest requests, amenities, and vehicle deliveries.
Train, mentor, and support Guest Service team members to consistently deliver world-class service in alignment with Paws Up standards.
Cultivate a performance-driven culture through hands-on leadership, clear expectations, and individualized coaching.
Manage staff schedules, vehicles, and related equipment to ensure operational efficiency and readiness.
Serve as the primary point of contact for guest transportation inquiries and concerns, resolving issues promptly and professionally.
Collaborate with other department leaders to coordinate transportation for events, activities, and special requests.
Continuously evaluate and improve transportation processes to enhance the overall guest experience.
Communicate with guests through various channels, anticipating and following up on guest requests.
Develop and maintain a positive and supportive departmental culture.
Oversee the interviewing and onboarding for all new team members.
Maintain a professional demeanor on the phone, in person, and through other methods of communication.
Lead departmental meetings to delegate assignments, answer questions, and reinforce standards.
Follow and complete daily departmental checklists.
Manage departmental budgets, labor costs, inventory, and supply ordering with a focus on efficiency and quality.
Monitor guest feedback and internal inspection scores and implement improvement strategies that align with guest expectations and business objectives.
Support Guest Services team functions as directed by Paws Up Leadership.
Must be responsible, reliable, and punctual.
Display Paws Up Montana values and standards.
Always demonstrate professionalism and hospitality to guests and team members.
Handle guest transactions legally, ethically, and confidentially.
Maintain a favorable working relationship with all team members to foster and promote a positive working environment.
Always maintain a clean and neat appearance.
Perform work in a safe and high-quality manner.