What are the responsibilities and job description for the Guest Experience Maker (GEM) position at Sorrel River Ranch?
Title: Guest Experience Maker (GEMs)
Reports to: Front Desk Manager
Property: Sorrel River Ranch
Date: January 2025
Reports to: Front Desk Manager
Property: Sorrel River Ranch
Date: January 2025
About The Sorrel River Ranch Experience
Sorrel River Ranch aspires to welcome guests and staff into a progressive, authentic community that shares the common passion of living life to its fullest. We’re driven to develop and foster a one-of-a-kind ranch resort experience offering the best quality locally grown food, most unforgettable and enjoyable adventure pursuits, genuine relaxation that restores the mind and body, unique opportunities for bonding with loved ones, and a wealth of experiential education programming with the goal of expanding our collective awareness, understanding, and appreciation of the incredible world we all share.
Position Overview
To embody The Sorrel River Ranch standard by exceeding guest expectations in all areas of service. Manage small and large details related to guest requests and communicate necessary follow-up with pertinent teams.
Support the Front Office and the Experience team by working together to implement the itinerary for guest daily coordination. Work tirelessly to execute The Sorrel River Ranch mission through supporting The Sorrel River Ranch operations team and stepping up to complete all tasks that need to be done. Work to further The Sorrel River Ranch product by questioning operational norms, proposing solutions, and striving to innovate and streamline The Sorrel River Ranch operations.
Position Responsibilities
Ensure the highest level of guest satisfaction by offering friendly attentive service to everyone.
- Understand, anticipate, meet, and exceed each guest’s wants and needs.
- Help coworkers meet and exceed each guest’s wants and needs.
- Resolve guest problems quickly, efficiently, and courteously.
- Greeting customers immediately with a friendly and sincere welcome.
- Use a positive and clear voice, listen to, and understand requests, respond with appropriate action, and provide accurate hotel and area information.
- Maximize hotel profitability.
- Use and practice suggestive selling techniques to increase revenues
- Maintain, monitor, and update group information on the hotel’s records, as necessary.
- Be well-acquainted with all area attractions, current events, directions, and competition in the local community.
- Knowledge of all available experiences offered at the hotel including spa, hikes, guided Park tours, UTV and ATV rides, etc., Food & Beverage, packages and promotion details offered on our website.
- Perform essential front desk duties responsibilities including:
- Process guest check-in and check-out smoothly and correctly.
- Safely transport The Sorrel River Ranch guest(s) to their rooms, or shuttle to and from airport.
- Assist the housekeeping team when necessary.
- Working actively to recognize when maintenance needs to be completed and communicate to the appropriate team members.
- Help and escort guests to and from their room with all their luggage.
- Enforce and execute all credit policies to accurately balance transactions, charges and payments, and guest billing.
- Deliver all guest messages, mail, and packages in a timely manner.
- Maintain accurate guest and room status information by completing thorough bucket check reviews as assigned.
- Operate front desk equipment including but not limited to telephone, MEWS - Property Management System (PMS), fire panel, copier, calculator, fax, key machine, and printers.
- Maintain consistent communication especially with housekeeping and engineering departments.
- Complete all necessary shift paperwork and ensure accuracy on shift checklist, logbook, courtesy call back log, and all other forms or checklists assigned.
- Verify credit cards for authorization using electronic acceptance methods.
- Accept and record vouchers, travelers’ checks, and other forms of payment.
- Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, research and attempts to resolve problems within established guidelines may include turning the problem over to a supervisor.
- Thank all guests and customers and encourage them to return.
- Attend required meetings and pre-shift meetings.
- Communicate effectively with supervisors, co-workers, and other departments.
- Comply to all security standards for guests, employees, and property by:
- Adhering to security procedures for guest room keys and master keys.
- Understanding all hotel emergency procedures.
- Reporting any suspicious activity to management.
- Perform all other duties assigned.
Education/Experience
- High school diploma or GED
- CPR/First Aid Certified
- Knowledge of Moab, Utah area a plus
- Strong customer service skills
- Strong written and oral communication skills
- Collaborate well with a team with diverse personalities.
- Thrive under pressure.
- Enjoy working in a fast-paced, demanding atmosphere.
- Possess high ethical standards.
- Willing to work to specifically meet guest needs – early mornings and later evenings as needed.
- Strong proficiency with Microsoft Office (Excel, Word, email)
- Familiarity with Apple products (computers, iPads, iPods, Apple TV)
- Previous experience in MEW, and Toast is a plus.
Physical Demands
- Lift 50 pounds.
- Sit at a desk and type at a computer for extensive periods of time.
- Stand for duration of the shift (8 hours )
- Occasionally withstand outside weather conditions (heat, rain, snow)
- Bend, stoop, kneel, and reach with hands and arms.
- Express and exchange ideas by means of the spoken word accurately, loudly, and quickly.
- Perceive the nature of sounds at a normal speaking level and make fine discrimination in sound.
- Visual acuity determines accuracy, neatness, and thoroughness of the work assigned.
- Withstand a moderate noise level.
We have limited rental housing available on a first-come, first-served basis. The starting rate of pay will be based on the level of experience.
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.
The above statements are intended to describe the general nature and level of work performed by people assigned to this position. They are not intended to be construed as an exhaustive list of all job duties performed by the team member so classified. Management reserves the right to revise or amend duties at any time.
