Guest Services and Operations Manager

We are seeking a full-time remote Office Manager to support our small hospitality business in two main areas: guest services and office administration. Our perfect candidate is someone with excellent communication, problem-solving, and organizational skills who’s looking for a long-term working relationship. The Office Manager will wear many hats, be highly motivated, and contribute to our growing team on a variety of tasks, such as ensuring excellent guest service interactions, managing employee relations and HR, and overseeing general office operations.

About Field Guide Lodging

We operate five small hotels outside of National Parks and adventure hubs, including June Lake, CA (Yosemite), Estes Park, CO (Rocky Mountain), Coram, MT (Glacier), and Gardiner, MT (Yellowstone). We’re a small, tight-knit (and delightfully spread out) team of outdoor lovers, skiers, parents, past Park rangers, and all-around friendly folks.

Responsibilities:

• Oversee and assist the remote guest support team. Monitor team performance, provide feedback, deliver recognition, help manage and improve guest communications, collaborate on challenging guest reservations, and resolve guest issues tactfully. Overall, ensure that our systems, processes, policies, and communications standards are being adhered to.
• Cover guest support shifts during employee time off, breaks, turnover, emergencies, or busy days, and be available to assist with guest support matters throughout the workweek.
• Set the weekly guest support schedule, facilitate and schedule around time-off requests, and track employee attendance.
• Manage employee relations: Be an approachable and knowledgeable point of contact for employees. Process special occasion gifts, manage an informal monthly Slack team newsletter, keep the team informed of daily operations, and be available to offer team support where needed. Serve as an example by setting a positive, helpful tone for all team communications.
• Help interview, onboard, and train new employees, with a focus on hospitality, communication, project management, and organizational skills. Experience with Slack, Gusto, T-Sheets, and Notion is a plus.
• Assist with HR tasks includingterminations, employee improvement plans, team policy questions, employee handbook maintenance, and more.
• Manage accounts payable and bill pay operations: Maintain vendor files, make payments to vendors, track deadlines for large bills such as insurance and property taxes, and maintain clear systems for upcoming cash flow considerations to meet forthcoming bills and other costs.
• Document management: Organize, manage, secure, and process company documents including mail, training records, compliance, certificates, and more.
• Health and safety: Assist owners and on-site managers with facilities and occupational health, safety, and compliance plans including inspections, training, insurance subjectivity compliance, emergency plans, entity compliance, and more.
• General office operations: Step in and assist owners with general office operations such as calendar management, office supplies, operations, payroll, and more.

Preferred Skills & Experience

• Experience in a guest service, customer service, or front office role (such as Office Manager, Front Desk Agent, Hotel Concierge, etc)
• Experience managing a team
• Experience in an office administration or organizational role

Educational Preferences

• Bachelor’s Degree preferred.

The right person will have:

• A can-do, problem-solver attitude with the ability to wear a wide variety of hats and step in on different tasks. No task too big, no task too small.
• Excellent organizational, time management, and multitasking skills
• Must be friendly and outgoing, with excellent written and verbal communication skills.
• Comfort working independently, in a remote position
• Sharp interpersonal skills: Ability to confront and de-escalate guest conflicts, enforce office and guest policies, coach through team performance issues, and motivate teammates. Ability to handle sensitive information with discretion, professionalism, and tact.
• Flexible availability to weigh in on team and guest questions during the five scheduled workdays (including evenings), and occasionally on weekends or holidays.

Compensation

Pay: $55,000-$75,000 salary DOE

Benefits: PTO; Retirement plan with match

Schedule: Standard hours are 9 AM - 5 PM (M-F, or flexible workweek options available) with occasional evening and weekend availability to assist our guest support team.

*Must be available to work scheduled shifts during June 5-23, 2025.

Job Type: Full-time

Pay: $55,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Employee discount
• Paid time off
• Retirement plan

Schedule:

• Holidays
• On call
• Weekends as needed

Experience:

• Hospitality: 2 years (Preferred)
• Office management: 2 years (Preferred)

Work Location: In person

Salary : $55,000 - $75,000