Guest Services Driver

Guest Services Driver Position at Paws Up Montana

Nestled on a breathtaking 37,000-acre ranch, Paws Up Montana embodies the spirit of the American West. As a family-owned, award-winning destination, we inspire both guests and team members alike.

Paws Up Montana is seeking to add a Guest Services Driver to our team. The role of the Guest Service Driver is to ensure that all internal, external and guest correspondence is communicated properly and efficiently for the overall success of the guests stay and resort operation.

What We Offer:

• Career Development and Advancement Opportunities
• Employee Assistance Program (5 free counseling sessions)
• Referral Bonus Program (Get paid $250 to recruit)
• Carpool Reimbursement ($5-$20/Day)
• Employee Discounts on Merchandise (30% on select items in our retail store)
• Employee lunch provided

The Primary Functions are:

• Exemplifying unwavering hospitality and professionalism at all times, taking pride in representing Paws Up Montana with poise, elegance, and genuine warmth.
• Ensuring that all guest interactions and transactions are conducted in a legal, ethical, and confidential manner, upholding the highest standards of discretion and integrity.
• Fostering and maintaining a positive, collaborative working relationship with all resort team members, contributing to a harmonious and service-focused environment.
• Adhering to impeccable grooming and uniform standards, maintaining a polished, luxury-appropriate appearance at all times.
• Performing all responsibilities with an uncompromising commitment to safety, excellence, and high-quality service delivery.
• Providing seamless, punctual, and personalized airport pick-ups and drop-offs, ensuring a stress-free arrival and departure experience.
• Executing on-property guest transportation with efficiency, covering accommodations such as glamping tents, luxury homes, and The Green O.
• Greeting guests with refined warmth, utilizing personalized signage and recognition to enhance the arrival experience.
• Escorting guests thoughtfully to their accommodations, check-in areas, and other locations, ensuring a smooth transition and seamless handover following Luxury Escorting SOPs.
• Maintaining clear communication with guests, providing timely updates about transportation status, delays, or changes.
• Adhering to designated pick-up and drop-off locations at the airport and across the resort, ensuring consistent guest service.
• Assisting with early arrivals, ensuring a flawless welcome and smooth transition into the resort experience.
• Delivering a gracious, warm, and personalized welcome, addressing guests by surname in a natural and thoughtful manner.
• Anticipating and acting upon guest preferences by capturing and utilizing "golden nuggets"—personal details that enhance their experience and deepen their connection to the resort.
• Handling all luggage with care and precision, ensuring proper tagging, secure transportation, and organized delivery to accommodations.
• Facilitating waiver completion, guiding guests through the process with professionalism, efficiency, and discretion.
• Providing elegantly presented welcome packets, offering insightful information on resort amenities and personalized recommendations.
• Conducting property tours for new arrivals, highlighting exclusive resort offerings, key locations, and available experiences.
• Maintaining a strong presence, ensuring guests always feel supported while coordinating effectively with internal teams.
• Assisting with organizing special celebration amenities, ensuring personalized and memorable touches for birthdays, anniversaries, and other milestones.
• Liaising between guests and resort departments, ensuring all requests are fulfilled seamlessly, accurately, and in a timely manner.
• Conducting comprehensive pre-trip and post-trip vehicle inspections, ensuring all transportation meets safety, cleanliness, and luxury presentation standards.
• Maintaining a pristine fleet, ensuring vehicles are detailed, fueled, and presented in immaculate condition prior to guest use.
• Preserving the high-end condition of Lexus NX vehicles, following routine detailing and maintenance as directed by management.
• Operating company vehicles with the utmost professionalism, adhering to all safety protocols, traffic regulations, and internal Luxury Service SOPs.
• Completing thorough vehicle reports, ensuring tires, brakes, windshield wipers, lights, oil, fuel, water, and safety equipment are inspected and in top working order.
• Assisting in any Guest Services function as needed, ensuring seamless execution across all touchpoints of the guest journey.
• Ensuring that all guest transactions and service touchpoints uphold the resort's luxury brand standards and align with Forbes Five-Star expectations.

Support Functions and Responsibilities:

• Seamlessly manage check-in and check-out procedures, ensuring accuracy, efficiency, and warmth at every touchpoint.
• Ensure guest folios are meticulously reviewed before departure to guarantee billing accuracy and transparency.
• Answer phones graciously and efficiently, adhering to the resort's luxury phone etiquette standards, ensuring clarity, warmth, and professionalism.
• Handle all guest correspondence with impeccable grammar and polished communication, reinforcing the resort's elevated service standards.
• Stay fully informed on menu offerings, allergens, and alternative preparations, communicating guest preferences accurately to the Food & Beverage and Culinary teams.
• Maintain up-to-date knowledge of all resort services, amenities, and experiences, ensuring a seamless flow of accurate information to guests.
• Facilitate activity reservations, spa appointments, private dining experiences, and specialty services with efficiency and attention to detail.
• Assist with personal shipments and last-minute guest requests, ensuring convenience and discretion.
• Handle guest service concerns with urgency and precision, providing thoughtful solutions and ensuring complete satisfaction.
• Assist any other function of Guest Services team as needed

Looking for Team Members with:

• High school diploma, GED, vocational training, or job-related coursework; preferred college degree
• Minimum 2 years of experience in the hospitality industry, preferably Front Office.
• Proven experience with Microsoft Office (Outlook, Word, Excel, and PowerPoint) and keyboard skills
• Proficient ability to multi-task and work in a fast-paced environment while remaining organized and prioritizing workload throughout the day
• Has a friendly and professional manner under periods of high demands and with guests, team members, and management
• Valid State Driver's License

Paws Up Montana provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.