GEM (Guest Experience Maker)

About Sorrel River Ranch Sorrel River Ranch is a Four Diamond luxury guest ranch along the scenic Colorado River, surrounded by 2,000-foot-high cliffs, buttes, and mesas. Located just 17 miles from Moab, Utah, and near Arches and Canyonlands National Parks, the ranch offers an exclusive 240-acre riverside oasis. Position Overview The Guest Experience Maker (GEM) serves as the primary liaison between guests and the resort, ensuring exceptional service and memorable stays. This role requires a detail-oriented individual who can manage reservations, assist guests with their itineraries, and collaborate with various departments to enhance the guest experience. The GEM also plays a crucial role in ensuring all guest needs are met efficiently and professionally. Key Responsibilities Guest Services & Hospitality Warmly welcome guests, manage check-in/check-out procedures, and provide personalized assistance. Understand, anticipate, and exceed guest expectations with exceptional customer service. Proactively communicate with guests via phone, email, and in-person interactions to address inquiries and requests. Provide detailed information on local attractions, activities, and events. Assist in resolving guest concerns promptly and courteously. Reservations & Front Desk Operations Handle reservations via phone, email, and online booking systems, ensuring accuracy. Process guest check-ins and check-outs smoothly and correctly. Maintain and update reservation records, ensuring accurate guest information and room statuses. Operate and manage front desk equipment, including PMS (MEWS), switchboards, and key systems. Enforce all cash handling, check, and credit card policies, balancing transactions and guest billing. Track receipts from guest purchases and property charges. Concierge & Guest Engagement Assist in planning guest itineraries, including adventure activities, spa appointments, and dining experiences. Safely transport guests to their rooms or shuttle them to and from the airport. Promote and manage resort packages, promotions, and special experiences. Engage guests in Sorrel River Ranch's mission by sharing knowledge about the property, experiences, and locally grown food offerings. Collaboration & Operations Support Communicate effectively with all resort departments, including housekeeping, maintenance, and food and beverage, to fulfill guest needs. Assist housekeeping or other departments as needed to ensure smooth operations. Monitor and manage back-of-the-house inventory through tracking, organization, ordering, and restocking. Adhere to and contribute to the improvement of standard operating procedures (SOPs) and daily checklists. Qualifications & Requirements High school diploma or GED required. Previous hospitality, reservations, or customer service experience preferred. Strong verbal and written communication skills. Proficiency in Microsoft Office and Google Experience with hospitality systems such as MEWS, Toast is a plus. CPR/First Aid Certification preferred. Extensive knowledge of Moab, Utah, and surrounding areas is a plus. Ability to lift 50+ pounds and stand for extended periods. Must be flexible with schedules, including days, nights, weekends, and holidays. Valid driver's license required to operate guest transport vehicles. Equal Opportunity Employment Sorrel River Ranch Resort & Spa is committed to fostering a diverse and inclusive work environment. We welcome applications from all qualified individuals and do not discriminate based on race, gender, disability, or veteran status. 2KAoG5ArmA