Lone Mountain Ranch (LMR), situated on 148 acres in beautiful Big Sky, Montana, was first homesteaded in 1915 and has long been recognized as one of the premier guest ranch resorts in the country. The property consists of 30 rooms located within 24 unique cabins as well as the Horn & Cantle Restaurant and Saloon, the Ranch Hall, the Outpost, equestrian facilities, event venues and meeting spaces. A National Geographic Unique Lodge of the World, LMR is listed on the National Registry of the Historic Places, a member of the Dude Rancher’s Association, and once voted the #1 Nordic Ski Resort in North America by Cross Country Skier Magazine, LMR offers authentic luxury accommodations, genuine Montana cuisine, exceptional service, and a stunning array of outdoor recreational pursuits. Combine these attributes with proximity to Yellowstone National Park, Big Sky Resort, as well as Bozeman Airport, and we believe the LMR guest experience is unlike any other in the American West.

LMR Vision: Lone Mountain Ranch is a destination where guests disconnect from the world, while connecting with others through unforgettable adventures in a natural setting. Moments are crafted through discovery, exceptional people, fun activities, and a breathtaking environment.

Position Summary: Guest Experience Specialists are responsible for delivering guests with front desk and concierge services. They are the first impression for every guest. Their duties include welcoming guests during arrival, managing to check in and check out procedures, assigning rooms to guests, process payments, delivering messages, and providing information to guests such as tourist locations, restaurant recommendations, and transport logistics. They must tend to customer queries and conflicts while working closely with staff personnel and bell service in providing customer service.

Position Qualifications: To perform this job successfully, the Guest Experience Specialist must be able to perform each essential duty and responsibility in a safe and satisfactory manner, must be punctual and have a good attendance record and have reliable means of transportation to work. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Absent extraordinary prior on-the-job experience, the Guest Experience Specialist position requires a High School diploma or general education degree (GED) and preferably either a two-year business degree in Business, Hospitality or related field (or equivalent combination of education and experience).
• Requires an occupationally significant combination of vocational education, apprentice training, on-the-job training, and essential experience in less responsible hospitality positions.
• Clear knowledge of the local area, including tourist destinations and of-the-moment options.
• Ability to read and interpret documents in English such as safety rules, operating and maintenance instructions, and procedure manuals, newspapers, periodicals, journals, and manuals.
• Ability to write routine reports, correspondence, business letters, summaries, and reports in English using prescribed format, and conforming to all rules of punctuation, grammar, diction, and style.
• Ability to speak effectively in English before groups such as customers or employees.
• A strong understanding of P&L statements and the ability to react with impactful strategies
• Sufficient computer skills that will allow them to be able to use, in a proficient manner, all Company-issued software programs implemented at the hotel, including but not limited to the following: Microsoft Word, Microsoft Excel, Yield Management Systems programs, ALICE, Property Management System (PMS) programs, Central Reservation System programs, Company-issued internet browser programs and Company-issued electronic mail programs
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.

Position Duties include, but not limited to:

• Execute all aspects of the Lone Mountain of the transportation, front desk, rooms, retail, and activities, with direction from the Guest Experience Managers and Director of Guest Experience.
• Perform check-in and check-out procedures, including greeting guests and escorting to their cabin and reviewing bills upon check-out.
• Manage and maintain guest profiles in Property Management System; use guest preferences to personalize as many welcome amenities and guest experience as possible.
• Run arrival report at least once a day and use it to communicate details regarding arrivals to Guest Experience team and other departments.
• Communicate with all departments through morning and evening email reports, ensuring accurate information is distributed to all ranch team members.
• Be an Ambassador of Lone Mountain Ranch.
• Communicate room status with housekeeping to enable timely check-ins and check-outs; flag early arrivals, VIPS, special requests and/or “rush” rooms.
• Have knowledge of each cabin, share/review cabin features when escorting guests.
• Prepare registration documents for arrivals, include copy of itinerary, attach room keys and any information/messages for guests prior to their arrival.
• Review and be familiar with itineraries for arriving parties, be prepared to assist with answering questions, changing schedules and/or adding to schedules.
• Have extensive knowledge of the ranch property and services, and the Big Sky area. Provide guests with recommendations for dining, shopping, directions, and other requests
• Review logbook and comments/complaints at the beginning of shift, add any important information during shift. Communicate important information with previous and next shift.
• Receive packages, mail and messages for guests, coordinate delivery to cabins.
• Actively engage with all department managers to share ideas and guest preferences.
• Liaise and build relationships with repeat guests, using ALICE/guest profiles to track their preferences.
• Assist with the handling of all pre and post VIP/repeat guest requests and follow up.
• Assist Nordic/Nature and Retail with activity information/gear, rentals, and retail purchases.
• Able to assist with transportation, luggage delivery, and housekeeping when staffing or volume creates a need.
• Deals with the public, customers, employees, community member and government officials with tact and courtesy, fostering positive relationships and maintaining a professional manner at all times.
• Ensure full compliance to Company’s operating controls, SOP’s, policies, procedures, and service standards.
• Work with the Human Resource Director to establish and maintain a pro-active human resource function to ensure employee motivation, training and development, wage and benefits administration, and compliance with established labor regulations.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl; and talk or hear. The employee must regularly lift and/or move up to 50 pounds and frequently lift and/or move up to 75 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to work effectively in a stressful environment, communicate well with others, effectively deal with guests, and accept constructive criticism from supervisors.
• Must be able to change activity frequently and cope with interruptions.
• Must be able to work when needed which may include nights, weekends, and holidays.
• Seasonal employees are hired to work for a pre-determined period of less than 12 months. At the end of the temporary period, employment is terminated. If a seasonal employee wishes to be considered for employment following termination, they may reapply but, if hired, they are considered a new employee for all purposes.

Other Important Information:

• Seasonal Bonus Program: Hourly employees are able to participate in our seasonal bonus program. Each hourly employee will receive $1 per hour worked per season and $1.50 per overtime hour worked. Employees who are terminated or resign from their position before the end of each season, will not be able to participate in this program. If the season is cut short due to business levels, the employee will still participate in this program. Positions that are contracted at a shorter term, like the Outdoor Youth Adventures program, this employee will be able to participate in this program. All hours worked outside of these seasonal ranges will not apply to this bonus program. The range for Summer Season is May 15th to October 15th.
• Staff Cafeteria: You will have access to our staff cafeteria which provides 3 meals a day, as well as a large selection of grab and go items to suit anyone’s day.
• Ranch Gratuity: In addition to your hourly rate, you will receive a ranch gratuity unique to us, which averages $2-$6 per hour worked, dependent on business levels and LMR staffing count.
• Ranch Wide Activities: We also understand that every full work week requires a little me time. And what better way to unwind than to take advantage of the many summer activities the ranch has to offer? As long as there are openings, you have free access to the following in the summer season: horseback riding, Outdoor Youth Adventures Program, Yellowstone National Park Tours, yoga, and mountain biking. During the winter months, you will have access to 50 Miles of world renown cross country ski trails right outside your back door.
• Arrival/Transportation: While we know that we are in one of the most beautiful and sought-after destinations in America, we also know we are a little off the beaten path. The ranch will provide complimentary transportation to and from the airport, should come to us by air. Once you get on property, you may feel a little altitude. After all, this historic ranch is nestled into this beautiful valley at 6600 ft. so there will be an adjustment period.
• Uniforms: Uniforms are provided, but you may need some personal items to go with them. Please discuss with your hiring manager.