Guest Services Manager

Join the Team at Montana's Premier Luxury Ranch Resort!

Position:

The Resort at Paws Up is seeking a Guest Services Manager to assist in ensuring flawless, upscale, professional service to our guests while ensuring to exceed their expectations.

• 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)
• Carpool Reimbursement ($5-$20/Day)
• Employee Discounts on Merchandise (30% on select items in our retail store)
• Employee Lunch Provided

See for Yourself! Check out our video

Primary Responsibilities:

• Proactively ensure guest transportation experience is a Forbes Five Star level, operating in all locations of Paws Up as the leader of the guest transportation experience.
• Oversee all aspects of guest transportation, including but not limited to airport transfers, luxury car services, and on-property transportation.
• Anticipate and fulfill the unique transportation needs of all guests, ensuring a seamless, personalized experience from arrival to departure.
• Maintain a fleet of luxury vehicles, ensuring they are in pristine condition, fully equipped with amenities, and ready to deliver a Forbes Five Star experience.
• Conduct daily inspections and coordinate preventative maintenance to maintain vehicles in impeccable condition; conduct ongoing inspections throughout the day, in the operation, ensuring any and all guest vehicles are in pristine condition.
• Lead a team of highly trained transportation team members, ensuring they embody the professionalism and attentiveness expected at a Forbes Five-Star property.
• Provide ongoing training focused on luxury service standards, guest interaction, and safety protocols.
• Foster a culture of excellence, motivating the team to deliver outstanding service consistently.
• Develop and implement precise transportation schedules that maximize efficiency while minimizing guest wait times.
• Coordinate transportation logistics for all guests, special events, and group arrivals, ensuring flawless execution.
• Collaborate closely with other departments, such as concierge, housekeeping, and security, to ensure a cohesive guest experience.
• Act as the primary point of contact for all transportation-related guest inquiries, requests, and concerns, ensuring timely and satisfactory resolutions.
• Act as the primary point of contact for all transportation-related guest inquiries, requests, and concerns, ensuring timely and satisfactory resolutions.
• Ensure the highest level of discretion and confidentiality when handling any and all guests.
• Implement rigorous safety protocols for all transportation services, ensuring compliance with local and international standards.
• Conduct regular safety briefings and training sessions for transportation staff.
• Ensure that all transportation activities are conducted with the utmost attention to guest safety and comfort.
• Develop and manage the transportation department’s budget with a focus on cost-effectiveness while maintaining the highest standards of service.
• Prepare detailed financial reports and forecasts for senior management.
• Maintain comprehensive records of transportation activities, including vehicle maintenance, guest feedback, and incident reports.
• Generate regular reports on operational performance, guest satisfaction metrics, and budget adherence for executive review.
• Ensure all documentation aligns with Forbes Five-Star standards for accuracy and professionalism.
• Oversee the interviewing and hiring of all Guest Service driver, detailers, valet and any other position under the transportation umbrella.
• Invest in team members with their long term success in mind, setting accurate and frequent goals with best in class service in mind.
• Communicate with all departments to provide a best-in-class transportation experience.
• Positive, engaging personality with strong interpersonal skills.
• Maintain a professional demeanor on the phone, in person, and through other methods of communication
• Willingness to amend responsibilities and functions based on guest need
• Ability to work flexible hours

Looking for Team Members with:

Bachelor’s Degree in Hospitality or Business filed, or similar work experience/training

2 years’ experience in high-end customer service

Licensure/Permits Required:

Valid Driver’s license with good driving record

Knowledge of Computer Hardware or Software:

Proven ability to lead and manage a team

Knowledge of world class hospitality and customer service management

Knowledge of Forbes Five Star standards

Must be proficient in computer skills

Must be proficient in all Microsoft Office programs (Outlook, Excel, Teams, Word)

Experience with Maestro Property Management Systems preferred

Previous Experience Required:

Work experience in a Forbes four or five-star resort/hotel is preferred

Minimum of 5-year Managerial/Supervisory Experience required

Working Conditions:

This position will be performed in a busy indoor and outdoor setting.

Ability to lift and/or carry 60-80 lbs of luggage.

Availability to work flexible hours, including evenings, weekends, and holidays, to meet the demands of the resort and its guests.

On-call status to address any urgent transportation needs

The Resort at Paws Up provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.