Experience Manager

Eleven Experience

Eleven is like no other place. We’re an experiential travel company with a diverse portfolio of intimate, extraordinary adventure lodges in remote locations around the world. We strive to give every one of our guests the best day of their life everyday, whether heli-skiing near the Arctic Circle in Iceland or casting for bonefish on a remote island in the Bahamas. At each destination our guided backcountry adventures await guests of all ages and skill levels. Our lodges, chalets, and beach houses combine five-star accommodations with incredible cuisine. To our guests we are trusted, down to Earth, smart, innovative, discrete and fun. To our international team, we are a community with genuine camaraderie, and we value creativity, work ethic, kindness, and strong communication. Our success is dependent on our employees’ well being, and we continue to evolve more programs and benefits to support work life balance, and remain open to ideas, feedback, and new sustainable approaches. We take pride in promoting employees from within who prove to be committed, valuable, and have a genuine desire to grow.

Position Summary

Eleven is seeking a confident, team oriented Experience Manager to lead collaboration with all Eleven departments to create and execute once in a lifetime experiences for Eleven Colorado guests by planning intricate and dynamic itineraries that exceed guest expectations. This position will also provide leadership within the Eleven hospitality team by encouraging and supporting the team to deliver the Eleven product to the highest possible standards everyday, and further Eleven product development by questioning operational norms, proposing solutions, and striving to innovate and streamline the Eleven operation in Colorado. This position requires a Clean Motor Vehicle Record and valid driver’s license, as well as proficiency with operational systems, including Microsoft Office Suite – specifically Microsoft Excel and Salesforce. The ideal candidate will have extensive knowledge of the Crested Butte and Gunnison County areas, as well as willingness to work a flexible schedule, including early mornings, late evenings, weekends, and holidays. This full time, Summer seasonal position starts at $22 - $24/hour, depending on experience and qualifications. The Summer season runs May through October. For more information and to apply, please visit https://elevenexperience.recruitee.com/o/experience-manager-colorado. 

Roles and Responsibilities

Position Purpose

• Lead collaboration between Guests and all Eleven departments to create and execute once in a lifetime experiences by planning intricate and dynamic itineraries that exceed guest expectations.

Responsibilities/Duties/Functions/Tasks

• Liaise clearly and calmly with all necessary members of the Eleven, Irwin Guides, Wilderness Machines, and Grassy Creek teams to execute all guest itineraries and excel in operational success.
• Communicate in person, by email, and over the phone with all parties relating to a guest trip including but not limited to the guest, the guest’s personal assistant, travel agents, etc.
• Ensure all guest preferences are communicated clearly to the Eleven team.
• Maintain strong relationships with guests throughout their stay and after departure.
• Complete all necessary steps in a timely manner, including invoicing, trip reports, shipping luggage, etc.
• Provide leadership within the Eleven hospitality team and encourage and support the team to deliver the Eleven product to the highest possible standard everyday.
• Further Eleven product development by questioning operational norms, proposing solutions, and striving to innovate and streamline the Eleven operation in Colorado.
• Utilize all operating systems effectively and efficiently to best track guest preferences, trip details, payments, etc., including SalesForce, Opera, Micros, Intelligenz, PPM, or any other CRM or business management tools involved.
• Accurately communicate tips for hospitality staff once a guest has paid.
• Maintain all operational Drive folders in an organized manner with all pertinent client data.
• Track and submit all invoices to accounts payable that relate to a guest’s stay.
• Assist the Eleven Sales Team by providing logistical details and support that may help execute sales.
• Maintain a strong knowledge of the various activities that Irwin Guides offers in Colorado including an understanding of the logistics, gear, and guides necessary to execute these activities.
• Manage guest’s expectations appropriately.

Qualifications

• Clean Motor Vehicle Record and valid driver’s license.

Special Position Requirements

• Proficiency with operational systems, including Microsoft Office Suite – specifically Microsoft Excel and Salesforce.
• Sophisticated email communication skills.
• Extensive knowledge of the Crested Butte and Gunnison County areas.
• Willingness to work a flexible schedule, including early mornings, late evenings, weekends, and holidays.

Preferences

• Ability to deliver high quality work in a dynamic, fast-paced, sometimes loud work environment.
• Team and solution orientation and willingness to execute on Eleven team goals.
• Personable, outgoing, friendly, and sophisticated interpersonal skills. 
• Quick and confident problem solving skills.
• Extensive knowledge of the Crested Butte and Gunnison County area.
• High ethical standards.

Work Requirements

• Must be able to lift 50+ pounds repetitively.
• Ability to sit at a desk and type at a computer for extensive periods of time.
• Ability to travel locally: 20 - 50%