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Guest Experience Maker (GEM)
Sorrel River RanchUnited Statesfull_timeVerifiedPosted 16 May 2025
About the role
Title: Guest Experience Maker (GEMs)
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.
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 bi
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