GEM (Guest Experience Maker)

Job Description

Job Description

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.

 

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