What are the responsibilities and job description for the Guest Experience Manager position at Sorrel River Ranch Resort & Spa?
Job Title: Experience Manager
Location: Sorrel River Ranch, Moab, Utah
Reports To: General Manager
Position Purpose:
The Experience and Reservations Manager at a Sorrel River Ranch is responsible for curating and overseeing outdoor programs and activities that enhance the overall guest experience. This role involves crafting unique nature and cultural experiences, coordinating logistics, managing staff, and ensuring the safety and satisfaction of guests participating in outdoor activities. The Outdoor Experience Manager must have a deep appreciation for nature, excellent organizational skills, and the ability to create memorable and immersive outdoor adventures.
Activities may include: Horseback riding, mountain biking, trekking, hiking, rock climbing, river canoeing, stargazing, astrophotography and outdoor photography among others.
Key Responsibilities:
- Administrative Duties:
● Spearheading the recruitment and training processes for guides.
● Efficiently coordinating schedules and assigning activities to guides.
● Developing comprehensive educational materials to enhance guide proficiency.
- Customer Service Duties:
● Plays a pivotal role in captivating and inspiring guests, encouraging them to venture out and explore the destination.
● Interact with hotel guests, understanding their interests and preferences to tailor outdoor experiences accordingly.
● In the evenings, the manager extends this responsibility by engaging with guests, fostering a social atmosphere that enhances the overall experience.
● Interacts with guests ensuring a balance between personalized service and respecting privacy.
- Experience Design Development:
● Design and develop outdoor programs tailored to the natural surroundings and unique features of the wilderness setting.
● Create engaging itineraries that showcase the local flora, fauna, and cultural aspects of the area.
- Promotion of Experiences:
● Collaborate with the hotel's front desk team to promote outdoor programs and experiences to guests.
● Supports with promotional materials and coordinate marketing efforts to attract guests to participate in outdoor activities.
- Logistics Management:
● Coordinate all logistical aspects of outdoor programs, including transportation, equipment, permits, and any necessary reservations in National Parks and third-party service providers.
● Collaborate with hotel staff to seamlessly integrate outdoor experiences into the overall guest itinerary.
- Staff Management:
● Recruit, train, and supervise a team of outdoor guides and wranglers.
● Work closely with hotel staff to ensure a seamless collaboration between the outdoor experience team and other departments.
● Conducts performance review.
- Safety and Risk Management:
● Develop and implement safety protocols for outdoor activities, ensuring the well-being of guests.
● Conduct regular safety briefings and ensure adherence to safety standards.
- Equipment, Vehicles and Facility Oversight:
● Manage the maintenance and inventory of outdoor equipment, ensuring good working conditions and it meets safety standards.
● Oversee any on-site facilities, including stables, dedicated to outdoor activities.
● Ensure that all vehicles and UTV are used properly by the guides.
- Budget Management:
● Develop and manage budgets for outdoor programs, ensuring financial efficiency.
● Collaborate with the finance department to track expenses and report on budget deviations.
- Environmental Protection:
● Follow Leave No Trace Principles.
● Promote sustainable and eco-friendly practices in all outdoor programs.
● Educate guests on the local ecosystem and the importance of conservation efforts.
Qualifications and Skills:
● Bachelor's degree in Outdoor Education, Hospitality Management, or a related field.
● Minimum of 5 years’ experience in outdoor program leadership with experience teaching and/or guiding outdoor programs within a hospitality / travel outfitter setting.
● Wilderness First Responder (WFR) or equivalent certification.
● Strong leadership, interpersonal, customer service, and communication skills.
● Thorough knowledge of local flora, fauna, and cultural aspects of the wilderness / National Parks area.
● Understanding of safety standards and regulations related to outdoor activities.
● Proven analytical and problem-solving skills.
● Passion and commitment to extraordinary customer service with the ability to effectively resolve difficult customer issues.
● Flexible and adaptable.
● High attention to details.
● Good negotiation skills.
● Creative.
Requirements:
● Have a high level of privacy and discretion.
● Integrity.
● Empathic and have a true desire to serve others.
● Privacy and discretion.
● Have excellent physical condition.
● Be well-traveled.
- We thank all applicants; however, only those selected for an interview will be contacted. Applicants who do not already have legal permission to work in the United States will not be considered. Sorrel River Ranch Resort & Spa is an Equal Opportunity Employer committed to a diverse work culture, M/F/D/V.
