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Purpose

The role of this position is to deliver exceptional, on-property guest experiences through personalized service, on-demand transportation, amenity delivery, and thoughtful execution of special moments. This position plays a key role in creating seamless, memorable interactions while supporting overall resort operations and upholding Paws Up Montana’s luxury service standards.

Primary Functions and Responsibilities

+ Provide elevated, on-demand transportation throughout the property, including guest accommodations, dining venues, activity locations, and resort amenities.

+ Fulfill and deliver special guest requests and amenities with precision, care, and discretion, ensuring timely and flawless execution.

+ Create “wow moments” by anticipating guest needs and delivering personalized, memorable experiences that exceed expectations.

+ Assist with group transfers and coordinated transportation needs, ensuring efficiency, comfort, and a seamless guest flow.

+ Conduct engaging and informative property tours, introducing guests to resort offerings, experiences, and key locations.

+ Greet and interact with guests in a warm, polished, and professional manner, addressing guests by surname when appropriate.

+ Capture and communicate guest preferences and special details (“golden nuggets”) to enhance personalization throughout the stay.

+ Support celebration moments such as birthdays, anniversaries, and special occasions through thoughtful amenity delivery and coordination.

+ Maintain clear communication with guests regarding transportation timing, requests, or changes.

+ Step in to assist different Guest Services functions as needed to ensure seamless resort operations.

+ Conduct interior and exterior detailing of resort vehicles, ensuring all vehicles meet luxury presentation standards.

+ Perform routine vehicle inspections to ensure cleanliness, safety, and readiness for guest use.

Supportive Functions and Responsibilities

+ Consistently demonstrate professionalism, gracious hospitality, and a service-oriented mindset with guests and team members.

+ Conduct all guest interactions and service transactions in a legal, ethical, and confidential manner.

+ Safeguard guest privacy and confidentiality before, during, and after each stay.

+ Foster positive, respectful, and collaborative working relationships with all team members to promote a supportive and service-focused environment.

+ Maintain a polished, clean, and well-groomed appearance that aligns with luxury resort standards.

+ Perform all duties with a strong commitment to safety, attention to detail, and high-quality service execution.

+ Uphold the values, service culture, and brand standards of Paws Up Montana in every guest touchpoint.

+ Support all Guest Services team functions as needed.

Education, Expertise, Licensure Required

+ High school diploma or GED required; college coursework or degree preferred

+ Minimum of 2 years of hospitality or guest service experience; luxury or resort experience preferred

+ Valid state driver’s license with a clean driving record

+ Ability to multitask, prioritize, and remain organized in a fast-paced environment

+ Strong interpersonal, communication, and problem-solving skills

+ Professional demeanor with a passion for delivering exceptional guest experiences