Senior Guest Services Manager

Join the Team at Montana's Premier Luxury Ranch Resort! About Paws Up Montana: Paws Up Montana embodies the spirit of the American West. As a family-owned, award-winning destination, we inspire both guests and team members alike. 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. What We Offer: 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 Primary 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. Supportive Functions and Responsibilities: • 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. Looking for team members with: • 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 If you are passionate about hospitality and ready to take on a new challenge at a prestigious resort, we would love to hear from you. Apply today to join our dynamic team at Paws Up Montana! Paws Up Montana 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.

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