Assistant General Manager

Position Title: Assistant General Manager
Department: Guest Experience
Reports To: General Manager
Classification: Exempt (Salaried)
Location: 79 Carriage House Lane, Philipsburg, MT 59858
Travel Requirement: Occasional travel is required for brand alignment meetings, industry conferences, and talent recruitment initiatives

POSITION SUMMARY
The Ranch at Rock Creek is a 6,600-acre Forbes Five-Star guest ranch and member of The Leading Hotels of the World, delivering an all-inclusive luxury experience to a small number of guests at a time. The Assistant General Manager is the second-ranking operational leader on property and the accountable executive for the guest journey from first inquiry through departure.
This role directs five interdependent divisions — Prearrival, Front Office, Transportation, Spa, and Mercantile — and is charged with converting the promise made during prearrival into a flawlessly sequenced stay. The Assistant General Manager owns the Forbes Five-Star standards performance of these departments, develops the leaders who run them, and serves as the senior manager on duty in the General Manager’s absence.
Success in this position is measured by standards compliance, guest satisfaction and return intent, departmental profitability in spa and retail, and the strength of the leadership bench developed underneath it.

DEPARTMENTAL SCOPE AND RESPONSIBILITIES
Prearrival and Reservations
• Direct the prearrival team in itinerary design that strategically balances guest intent, activity capacity, dining, spa, and transportation logistics.
• Establish and strictly audit the pre-stay communication cadence, ensuring accurate capture of dietary needs, allergies, special occasions, and VIP recognition.
• Guarantee that guest profiles are complete, accurate, and consistently maintained within the property management system according to documented preference-capture standards.
• Partner closely with Sales and Marketing on group, wedding, and buyout handoffs to ensure operational commitments are clearly understood and adequately staffed before contract signature.
Front Office and Guest Services
• Set and actively enforce arrival, in-stay, and departure service sequences that consistently meet or exceed Forbes Five-Star and Leading Hotels of the World standards.
• Oversee daily room assignments, inventory strategy, length-of-stay controls, and upgrades in direct coordination with Housekeeping and Engineering.
• Ensure complete accuracy of the night audit, cash handling controls, and folio integrity, while expertly managing in-stay service recovery and rate adjustments within authority.
• Maintain a highly cross-trained guest services team capable of seamlessly covering concierge duties, transportation dispatch, and activity coordination during peak periods.
Transportation
• Oversee all guest transportation logistics, including airport transfers from Missoula, Butte, and Bozeman, as well as on-property movement and off-property excursions.
• Ensure strict compliance with all applicable DOT, state, and insurance requirements, while maintaining flawless driver hiring, licensing, certification, and training records.
• Manage the comprehensive vehicle fleet program, prioritizing preventive maintenance, seasonal and winter readiness, strict cleanliness standards, and capital replacement planning.
• Build highly efficient transfer schedules that protect the luxury arrival and departure experience while rigorously controlling labor and mileage costs.
Spa and Wellness
• Direct daily spa operations through associates, actively upholding treatment protocols, therapist certification requirements, product standards, and treatment-room presentation.
• Drive treatment utilization, therapist productivity, average treatment revenue, and retail attachment to successfully meet or exceed departmental budgets.
• Own the spa standards audit process, verifying execution of intake, consultation, hand-off, and post-treatment follow-through.
• Develop and implement seasonal wellness and fitness programming that strongly supports the ranch experience and overall all-inclusive value proposition.
Mercantile (Retail)
• Lead the retail buying calendar, vendor relationships, assortment strategy, and logo program development to align with the property's brand identity.
• Strategically manage open-to-buy, profit margins, sell-through rates, markdown cadences, and shrink to consistently deliver retail revenue and gross margin to budget.
• Set and enforce visual merchandising and display standards, actively refreshing presentations on a defined seasonal schedule.
• Ensure highly accurate inventory counts, receiving controls, and point-of-sale hygiene across the department.
GENERAL LEADERSHIP AND FINANCIAL DUTIES
• Own the end