What are the responsibilities and job description for the Guest Experience Manager position at Under Canvas?
Job Summary
Under Canvas is launching an elevated brand concept in the Moab, UT area. This is a unique opportunity to be part of opening a new location that incorporates luxury amenities and glamping accommodations in the backdrop of Utah’s red rock scenery. You will play a key role in the opening of the property.
As a Guest Experience Manager, you will partner closely with the General Manager (GM) and Assistant General Manager (AGM) to ensure the camp delivers a high level of customer service. The Guest Experience Manager serves as an expert in all operational processes while maintaining an elevated guest experience. The Guest Experience Manager will be directly responsible for managing the camp’s Front Office, Guest Experience, and Housekeeping teams.
Responsibilities
- Think critically to respond and react quickly to ever-changing situations on property.
- Deliver clear expectations to the team in operational areas.
- Professional in all internal and external communications.
- Maintain a positive and open-minded attitude.
- Help and support guest and team member issues quickly and efficiently.
- Assist in interviews and hiring.
- Coordinate with management and corporate to execute and maintain uniform program.
- Observe corrective action delivery to team members.
- Delegate tasks ensuring follow-through and completion.
- Find ways to streamline processes to maximize efficiency and resource use.
- Coordinate with corporate to develop and maintain relationships with local businesses and communities.
- Assist with developing engaging team members and show appreciation or recognition regularly.
- Create synergy across property departments through strong leadership.
- Meet with team members to support their growth and development.
- Ensure that all camp-level SOPs and expectations are implemented, updated, and maintained.
- Collaborate with other members of camp management and the corporate team to ensure brand synergy.
- Responsible for oversight of approval, time and attendance, and payroll for the entire Rooms department.
- Participate in camp-level and company-wide meetings.
- Submit high-quality work products promptly.
- Acts as the ambassador of all guest relations. Including but not limited to creating personalized stays, recognizing special occasions, catering to custom requests, issue resolution, and VIP communication.
- Develop and maintain consistent communication standards for the guest experience teams.
- Respond to survey and social media reviews daily.
- Create authentic and personal connections with guests during the prearrival, in-stay, and departure process. This role will also handle any post-stay interactions.
- Serve as the main contact for VIP guests.
- Supports on-site activities and ensures brand alignment.
- Oversee camp package and amenity program.
- Works with management and corporate to develop and implement ideas to enhance the guest experience.
- Maintain proper oversight over the camp retail program. Duties include maintaining the display, monthly inventory, and work with corporate to order product procedures that aligns with brand standards.
Competencies
Effective Communication (Level 3)
Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.
Adaptagility (Level 2)
Excelling in ambiguous environments with diverse individuals and groups by anticipating and responding to changes with swift, focused, and flexible solutions.
Decision Making (Level 2)
Using critical thinking, good business sense and organizational values to make decisions involving varying levels of risk and ambiguity.
Initiative (Level 2)
Dealing with situations and issues proactively and persistently, seizing opportunities that arise.
Inspiring Others (Level 2)
Energizing and inspiring others to strive for excellence and commit to common goals and purposes, fostering a positive work environment, and creating a sense of self-efficacy, resilience, and persistence in followers.
Fostering Learning and Development (Level 2)
Supporting others to develop and learn, recognizing their achievements, and building an organizational culture where knowledge and growth are valued and rewarded.
Planning and Organizing (Level 3)
Making and executing plans to reach goals supporting organizational success.
Education
- High School Diploma or GED or applicable work experience
Working Conditions
- Ability to work outdoors for long periods of time, including during extreme heat and cold or weather events.
- Ability to lift 30lbs independently; all lifts over 31 lbs. require assistance from a co-worker.
- Stand and walk over slippery and/or uneven natural walking surfaces for majority of workday.
- Bend and stoop.
- Observe and respond to dangerous situations.
- Operate guest transport carts and/or property vehicle.
Preferred Qualifications
- Experience in a supervisory position for at least 2 years, hospitality experience preferred but not required.
- Must have a valid driver’s license.
- Competently perform duties in the absence of GM and AGM.
- Demonstrated commitment to delivering high-quality customer service.
- Goal-oriented, results-driven, strong interpersonal and communication skills.
- Communicate in a clear and professional way.
- Interact with a friendly, enthusiastic, positive attitude.
- Demonstrate sound judgment, follow directions, and take decisive appropriate action.
- Learn, embrace, and train the team on company policies, practices, and procedures.
- Strong organizational skills to execute and prioritize multiple tasks.
- Able to influence and inspire teams.
- Ability to work independently and meet deadlines on assigned projects.
- Proficiency in Microsoft Office Suite and HMS and POS systems.
- Participate in educational and training opportunities.
- Understanding of property management systems.
Additional Information
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This position requires the individual to wear and work in personal protective equipment, when applicable.
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This position requires that the individual is able to lift a minimum of 45lbs independently.
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Physical demands associated with this position include extensive walking, standing, bending, twisting, lifting, and maneuvering in an outdoor environment on uneven surfaces.
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Ability to work in extreme weather conditions including but not limited to heat, cold, rain, snow, humidity, and wind.
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This position is contingent upon the satisfactory completion of a background check and/or motor vehicle records check, if requested by Under Canvas.
This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of Under Canvas.
Compensation and Benefits:
Under Canvas strives to provide a comprehensive benefits and compensation package that addresses the needs of our team members. In addition, they can participate in:
- Health Insurance
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401K (eligible if work hourly minimum as required by law)
Heavily discounted tents for Under Canvas family and friends stays
Bar N Ranch lodge and cabin discounts - Lifestyle partner brand and industry discounts
- Housing available for employees only (no pets) and is subject to fringe benefit and maintenance fee paycheck deductions
- Employee Assistance Program
Under Canvas is an Equal Employment Opportunity Employer who prohibits discrimination, harassment, and retaliation of any kind.
