What are the responsibilities and job description for the GEM (Guest Experience Maker) position at Sorrel River Ranch Resort & Spa?
About Sorrel River Ranch
Sorrel River Ranch is a Four Diamond luxury guest ranch along the scenic Colorado River, surrounded by 2,000-foot-high cliffs, buttes, and mesas. Located just 17 miles from Moab, Utah, and near Arches and Canyonlands National Parks, the ranch offers an exclusive 240-acre riverside oasis.
Position Overview
The Guest Experience Maker (GEM) serves as the primary liaison between guests and the resort, ensuring exceptional service and memorable stays. This role requires a detail-oriented individual who can manage reservations, assist guests with their itineraries, and collaborate with various departments to enhance the guest experience. The GEM also plays a crucial role in ensuring all guest needs are met efficiently and professionally.
Key Responsibilities
Guest Services & Hospitality
Sorrel River Ranch Resort & Spa is committed to fostering a diverse and inclusive work environment. We welcome applications from all qualified individuals and do not discriminate based on race, gender, disability, or veteran status.
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Sorrel River Ranch is a Four Diamond luxury guest ranch along the scenic Colorado River, surrounded by 2,000-foot-high cliffs, buttes, and mesas. Located just 17 miles from Moab, Utah, and near Arches and Canyonlands National Parks, the ranch offers an exclusive 240-acre riverside oasis.
Position Overview
The Guest Experience Maker (GEM) serves as the primary liaison between guests and the resort, ensuring exceptional service and memorable stays. This role requires a detail-oriented individual who can manage reservations, assist guests with their itineraries, and collaborate with various departments to enhance the guest experience. The GEM also plays a crucial role in ensuring all guest needs are met efficiently and professionally.
Key Responsibilities
Guest Services & Hospitality
- Warmly welcome guests, manage check-in/check-out procedures, and provide personalized assistance
- Understand, anticipate, and exceed guest expectations with exceptional customer service
- Proactively communicate with guests via phone, email, and in-person interactions to address inquiries and requests
- Provide detailed information on local attractions, activities, and events
- Assist in resolving guest concerns promptly and courteously
- Handle reservations via phone, email, and online booking systems, ensuring accuracy
- Process guest check-ins and check-outs smoothly and correctly
- Maintain and update reservation records, ensuring accurate guest information and room statuses
- Operate and manage front desk equipment, including PMS (MEWS), switchboards, and key systems
- Enforce all cash handling, check, and credit card policies, balancing transactions and guest billing
- Track receipts from guest purchases and property charges
- Assist in planning guest itineraries, including adventure activities, spa appointments, and dining experiences
- Safely transport guests to their rooms or shuttle them to and from the airport
- Promote and manage resort packages, promotions, and special experiences
- Engage guests in Sorrel River Ranch’s mission by sharing knowledge about the property, experiences, and locally grown food offerings
- Communicate effectively with all resort departments, including housekeeping, maintenance, and food and beverage, to fulfill guest needs
- Assist housekeeping or other departments as needed to ensure smooth operations
- Monitor and manage back-of-the-house inventory through tracking, organization, ordering, and restocking
- Adhere to and contribute to the improvement of standard operating procedures (SOPs) and daily checklists
- High school diploma or GED required
- Previous hospitality, reservations, or customer service experience preferred
- Strong verbal and written communication skills
- Proficiency in Microsoft Office and Google
- Experience with hospitality systems such as MEWS, Toast is a plus
- CPR/First Aid Certification preferred
- Extensive knowledge of Moab, Utah, and surrounding areas is a plus
- Ability to lift 50 pounds and stand for extended periods
- Must be flexible with schedules, including days, nights, weekends, and holidays
- Valid driver’s license required to operate guest transport vehicles
Sorrel River Ranch Resort & Spa is committed to fostering a diverse and inclusive work environment. We welcome applications from all qualified individuals and do not discriminate based on race, gender, disability, or veteran status.
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