Guest Experience Specialist

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.

SUMMARY

At the heart of every exceptional stay is a Guest Experience Specialist. As the first point of contact for our guests, you’ll be a key part of creating lasting impressions. Your role will involve delivering seamless front desk and concierge services, managing check-in and check-out processes, providing thoughtful recommendations, and ensuring guests feel at home throughout their stay. This position is perfect for someone who thrives on meaningful interactions, enjoys problem-solving, and values teamwork.

We’re seeking an individual with a genuine passion for hospitality, excellent communication skills, and a proactive attitude. The ideal candidate is resourceful, detail-oriented, and delights in exceeding guest expectations. If you love engaging with people, have a knack for logistics, and enjoy sharing insider tips about the local area, you’ll feel right at home here.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Welcome guests warmly upon arrival and assist with check-in, check-out, and room assignments.
• Maintain and update guest profiles in the Property Management System (PMS) to personalize experiences.
• Provide guests with local recommendations for dining, activities, and transportation logistics.
• Escort guests to their accommodations, highlighting cabin features and amenities.
• Communicate guest preferences and arrival details with team members through daily reports and meetings.
• Manage itineraries, address guest inquiries, and assist with activity scheduling or changes.
• Collaborate with housekeeping to ensure timely room readiness and special requests.
• Handle guest mail, packages, and messages, ensuring prompt delivery.
• Foster positive relationships with repeat guests, utilizing systems like ALICE to track preferences.
• Support Nordic/Nature activities, retail services, and gear rentals as needed.
• Step in to assist with transportation, luggage delivery, or housekeeping during peak periods.
• Act as a brand ambassador, representing the property with professionalism and enthusiasm.
• Uphold company policies, procedures, and service standards.

QUALIFICATIONS

• Strong interpersonal and communication skills; ability to speak and write effectively in English.
• Familiarity with the local area and a passion for sharing its highlights.
• Proficiency in software systems, including Microsoft Office and Property Management Systems (PMS).
• Ability to problem-solve, manage multiple tasks, and adapt to changing priorities.
• Experience in hospitality or customer service preferred but not required.
• Flexibility to work evenings, weekends, and holidays as needed.

WORK ENVIRONMENT

• Regularly required to stand, walk, and move freely throughout the property.
• Ability to lift and carry up to 50 pounds frequently and occasionally up to 75 pounds.
• Comfortable working in a fast-paced environment with interruptions and shifting demands.
• May involve exposure to varying weather conditions while escorting guests or assisting with activities.
• Seasonal role with the possibility of reapplication for future seasons.

HOURLY EMPLOYEE & SEASONAL EMPLOYEE BENEFITS

In addition to a great hourly wage, we think Lone Mountain Ranch offers more opportunities than most!

• Seasonal Bonus Program:
  • All hourly employees will be 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.
• Staff Cafeteria:
  • We also want to keep you hydrated and nourished. 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.
• 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
  • 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 you come to us by air.
• Uniforms:
  • Receive free uniforms from the ranch and you’re ready to become a valuable member of the Lone Mountain Ranch team!
• Opportunity to move to Full-Time, Regular Status and receive additional benefits.
  • If you remain with us for 1 full year and worked a minimum of 1560 hours during our 12-month lookback period (that takes place at the end of each year), you are eligible to move to full-time status. Full-time status means Vacation and Sick pay, medical, dental, life and vision insurance. This will be effective the first of the month following 30 days of your full-time employment hire date or status. The Ranch will pay for 80% of the premiums for employees and any dependents. Employees will be responsible for paying the remaining 20% of the premiums. Payment is deducted automatically from the employee’s semi- monthly paycheck at a pre-taxed rate.