Hospitality Success Specialist (tech + customer support)

Please apply directly with GuideTime at https://app.trinethire.com/companies/427525-guidetime/jobs

About GuideTime
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.

Is This You?

As our hospitality partnerships continue to grow, we're looking for someone who thrives on organization, attention to detail, relationship building, customer service, and helping businesses succeed.

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.

Here is what one of our LIVE client pages looks like, showing the outfitters and experiences sourced by this position - Click Here

The ideal candidate has worked in the lodging industry before, whether in sales or customer service, such as front desk or concierge.

Primary 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.

Expectations

• 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.

• 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

• Hospitality or lodging sales or customer service
• Customer Success or Account Management
• Project Coordination
• Sales Support
• SaaS or technology companies
• Salesforce CRM
• Google Workspace

Within your first several months, you'll independently onboard new hospitality partners, launch branded experience programs with minimal oversight, build trusted relationships with partners, keep onboarding timelines moving, provide outstanding support, and help the sales team stay organized and prepared.

This role is intentionally designed with room to grow. Depending on your strengths and interests, you could transition into a Hospitality Sales role, become the support lead for multiple salespeople, or grow into Customer Success or Hospitality Operations leadership.

We are located right here in Missoula and have a very approachable and relaxed work environment. The office is located in the sawmill district, right near downtown. The Hospitality Success Specialist will work out of our Missoula office 5 days a week (for now), from 9am to 5pm. As we're located near downtown you can pop out for coffee or lunch or bring your own and use our fridge and microwave as needed.

A company phone, dedicated desk and computer is provided, you just have to bring a great attitude, desire to learn, and strong work ethic…and get ready to have fun.

Position Details

• Onsite in GuideTime office Monday-Friday (hybrid considered)
• Approximate schedule is 9am-5pm - subject to change
• Hourly – $18-25
• Full-time (40/week)
• Technology Provided by GuideTime - Laptop, phone, software 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)
• 90-Day trial period
• All details are subject to change

GuideTime is a technology platform connecting hospitality operators, outdoor experience providers, guides, outfitters, and destination marketing organizations through software, distribution, AI, and payments solutions. GuideTime enables destinations and hospitality partners to deliver curated outdoor experiences while supporting operators in improving guest engagement and streamlining operations.

GuideTime is revolutionizing the outdoor adventure and experience industry through multiple approaches:

Book Your Outdoor Experiences

A consumer-facing platform connecting outdoor enthusiasts to world-class guides and outfitters. GuideTime offers a seamless platform for consumers to discover, book, and share curated outdoor experiences with ease.

https://www.guidetimebooking.com

An Outfitters Platform

A SaaS solution designed to empower guides with innovative tools to streamline operations, reduce overhead, and scale their businesses effectively. GuideTime's platform provides guides and outfitters with tools to manage bookings, handle payments, and market their services effectively. The SaaS platform ensures guides can focus on delivering exceptional experiences while reducing administrative burdens.

https://guidetimepro.com

Lodging/Hospitality Properties

A Hospitality focused platform that allows Hotels, Outdoor Hospitality and other hospitality focused operations turn local experiences into bookable, revenue-generating offerings on the properties website. Brand-aligned, fully managed by us, no property staff required.

https://guidetimehospitality.com