Hospitality Business Manager

A small, boutique guest ranch resort is looking for a Hospitality Business Manager to join our team! We are looking for a multi-talented rockstar to help grow our property to the next level and ensure that the business is managed smoothly and expertly while our guests receive the stay of a lifetime.

The position of Hospitality Business Manager is on-site in Western Montana, outside of Missoula, where you will directly support the overall business operations of a growing ranch resort. The Hospitality Business Manager will report directly to the Ranch Manager and is an important member of our small and growing team.

We are looking for the right person with hospitality management experience, who is professional and communicative. The ideal candidate will have experience with hotel business operations, marketing, accounting and budget management, as well as general business acumen.

Who are we? Located in Mineral County, Montana, Alpine Falls Ranch is a small, boutique guest ranch in that specializes in providing our guests luxurious accommodations, privacy, and an outstanding Western experience. While still a new property, we are growing, particularly when it comes to guest experience, sales revenue, and streamlined operations.

OVERALL RESPONSIBILITIES

Business Operations

• Support the overall management of the business aspects of the ranch to include administrative, financial, marketing, and operations functions
• Support the generation of an annual budget and revenue forecasts and support managing expenses and revenues against that budget throughout the year
• Provide support to marketing and advertising with our marketing partners; brainstorm, review, approve, and help manage advertising campaigns, promotions, specials, and more to drive guest bookings and overall revenue
• Provide support to the Ranch Manager for staff coordination, duty schedules, and general personnel management
• Lead inventory and supply management for the ranch, maintaining an appropriate level of supplies, placing orders for replenishment, and managing those purchases against a budget
• Support overall improvements to the guest experience by way of implementing new programs, offerings, and activities
• Manage backend IT systems–payroll, booking engine, OTA integrations, front end ordering for on-site guests, etc.
• Maintain ranch standard operating procedure (SOP) documentation and develop new documentation/processes as needed
• Lead quarterly updates with key stakeholders with a 4x yearly financial and performance review for the business
• Provide other general business operations support, as needed
• Suggest improvements, recommendations, and provide feedback to management through regular reporting activities.

On-Site Hospitality Support

• Support the overall guest experience with the Ranch Manager, including support to the check-in/check-out process, guest activities, and front desk operations
• Work directly with the Ranch Manager to support all aspects of guest experience before, during, and post-stay, ensuring the highest customer satisfaction
• Help manage and coordinate all on-site and off-site excursion activities (ex. UTV rentals, fishing, horseback riding, etc.)
• Coordinate and work with the Private Chef to provide meal service to guests, as needed
• Support event coordination, including guest and vendor coordination and overall planning support, for weddings, corporate events, etc. as needed
• Support on-site events as needed; this may require occasional night and weekend support
• Support saloon logistics and operations as needed
• Support special requests from guests, vendors, and staff, as needed.

Sales and Marketing

• Lead the management and own the process for inbound inquiries, follow-ups, and sales
• Lead marketing efforts to include working with our marketing team on strategies and implementations
• Lead marketing items to include, but not limited to, keeping our social media platforms updated, advertisement and messaging management, and seasonal promotions
• Support reservations and manage bookings, rates and packages for lodging, weddings and events
• Maximize revenue by promoting lodging, weddings and events as well as on-site amenities
• Drive increased bookings, events, and overall sales through direct interactions with potential guests
• Work with an established set of revenue targets and goals based on seasonality
• Advertise on new websites related to lodging, weddings and events
• Manage the website, social media channels, and listings on other websites
• Help to create new guest experiences, amenities, packages, and more
• Create and participate in new marketing initiatives with the goal of driving more revenue to the property.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Work directly with the Ranch Manager and other staff; the Ranch Manager is responsible for the management of the entire property
• Make follow-up calls as well as follow-up on email inquiries regarding lodging, wedding, and event requests
• Process reservations for lodging, weddings and events using established property systems
• Greet guests in a warm and friendly manner
• Register incoming guests and check-out departing guests in an efficient and courteous manner.
• Follow established front desk policies and procedures
• Use excellent guest relations, telephone, computer, and room sales skills
• Maintain knowledge on the local area information including restaurants, shops, activities, etc. and help guests make reservations and fulfill special requests
• Stay up to date on upcoming activities in the region in order to assist guests with planning their stay
• Keep current with property descriptions, room types, amenities, décor and rates, as well as packages and promotions
• Handle guest requests and concerns in a timely, courteous and professional manner
• Receive and transmit messages and mail for ranch
• Escalate any issues or concerns to the Ranch Manager as necessary
• Establish effective channels of communication with superiors, guests and co-workers
• Work closely with Housekeeping and ranch support staff and notify them of late check-outs, room/cabin moves, early check-ins, special requests, damages, improvements, etc.
• Work closely with all vendors, including private chef, to ensure a smooth guest experience and to communicate any changes or special requests
• Act as a positive team member helping to promote an excellent work environment and supporting co-workers
• Apply common sense to resolve daily challenges
• Exhibit a high degree of flexibility at all times as may be necessary to assist with cleaning and operations while maintaining a high degree of professionalism. We are a small team and support one another when it comes time for everyone to pitch in
• Use equipment and materials in a safe and acceptable manner, follows established safety procedures, uses appropriate safeguards, and observes common-sense rules of safety in all on-the-job activities
• Adhere to all company policies and procedures
• Complete all assigned tasks in a timely and efficient manner
• Perform other duties as assigned.

QUALIFICATION REQUIREMENTS

• Previous experience in customer service, hospitality or related field
• Previous experience with financial/revenue planning and management
• Detail oriented
• Excellent communication skills; ability to listen and de-escalate any guest concerns
• Proficient computer skills
• Friendly, outgoing personality and a positive attitude
• Experience with social media platforms such as Facebook and Instagram
• Ability to stay calm and professional under pressure
• Resourceful with excellent problem-solving skills
• Ability to work a flexible schedule including holidays and weekends
• Must have reliable transportation, valid driver's license and auto insurance

EDUCATION and/or EXPERIENCE

• High school diploma or equivalent; bachelor’s degree in hospitality or related field preferred
• 3 years related experience and/or training

Job Type: Full-time

Pay: From $40,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Weekends as needed

Work Location: In person

Salary : $40,000