Hospitality Management Position - Work Five Months outside Yellowstone, Seven Months Remote (US)!

Firehole Ranch is a luxury fly-fishing lodge located outside of West Yellowstone, Montana offering guests incomparable access to world-class waters, gourmet cuisine and historic private lodge and cabins. The Ranch sits on 640 private acres on the shores of Hebgen Lake and is open for 16 weeks catering to up to 22 guests at a time.  We offer detail-oriented service and consistency of excellence, which is a hallmark of the Ranch’s reputation and what results in our high guest satisfaction and return rate. Sustaining this standard of excellence and growing the Ranch requires team members who are hardworking, have strong attention to detail, a positive can-do attitude, excellent communication skills, and who are personable, enjoy people and are self-motivated.

Firehole Ranch has been family owned and operated for 25 years.  The owner, Lyndy Caine, has created a community that values guests, staff and fostering connection with the outdoors.  Firehole was slated to be a subdivision and as the neighbor Lyndy chose to save the Ranch and continue running it as a fly fishing guest ranch.  She is in the process of putting the Ranch in a conservation easement.  We are fortunate to have guests that have joined us for 15+ years and who are introducing the next generations to fly fishing in Montana.

Firehole Ranch prides itself on providing positive experiences for not only our guests, but also our staff. For the short season we are open, staff come together as a team to deliver an amazing experience to our guests. In addition to working hard, staff have an array of recreational opportunities and time off during the week to enjoy them.

Job Location:  This position is located on Firehole Ranch just outside West Yellowstone, Montana.  Our in-season operations are at Firehole Ranch from May through September. Room and Board are provided during these months and you will have a private room and bathroom. October thru April you may live wherever you like, preferably in the Greater Yellowstone Area. A work laptop and mobile phone are provided.

The Guest Services Manager is a member of the management team at the Ranch.  The team consists of the Owner, Manager and the Guest Services Manager.   This position is critical to the team for providing up to date information on Reservations, Guest Status, and Social Media opportunities.  There is significant room for growth in this position!

The Guest Services Manager is responsible for arranging the details of a guest’s stay and working with the senior management and department supervisors to ensure delivery of a quality experience to our guests. 

You are the guests' first impression of Firehole Ranch and the linchpin with all the guest details!  Hospitality is in your DNA and you enjoy taking ownership of high touch, detail driven guest experiences.

Job Duties

• Act as the primary point of contact for all guests.

• Manage all incoming phone calls and emails.

• Manage all reservations and the reservation database.

• Manage and maintain a complete guest profile in the database, updating it as necessary to reflect current information and preferences (e.g. contact information, reservation details, cuisine, activities, trip expectations, medical conditions, dietary concerns, etc.).

• Ensure preferences and other guest information are communicated to Dept Managers and staff via timely, weekly reports including Meal Counts for Kitchen (Breakfast, Lunch and Dinner), Housekeeping reports, Guest Manifests, Weekly Guest Schedule and Medical Concerns.

• Build a strong understanding of the Firehole Ranch experience, including the activities offered (especially specifics on our fishing program), rates for those activities, timing and schedules, staff expertise, etc.

• Contact every booked guest prior to their stay to confirm reservation details, understand guest’s expectations and plan the specifics of their trip, entering all information into database.

• Work with the Head Guide to assign guides to guests.

• On the day of guest’s arrival, work with Manager and Owner to ensure the Ranch is prepared for guest’s arrival (e.g. transportation arranged, guest information in-room, etc.).

• Be available at check-in and check-out times to greet and assist guests.

• Be available for cocktails and sitting dinner with guests when necessary.

• Provide feedback to Owner and Manager on guest requests, trends, issues or concerns throughout the course of communication with guests.

• Collect information about guests and their experiences while at Firehole Ranch through conversations with guests and appropriate staff.

• Work with Owner, guides and staff to gather photos and compile photos for guests and social media.

• Oversee and manage social media.

• In the event of complaints or accidents, notify managers immediately.

• Maintain a professional working relationship and promote open lines of communication with staff.

• Develop positive rapport with guests on behalf of Firehole Ranch. 

• Other duties as necessary. 

Skills and Experience:

• 4+ years experience in the hospitality industry, preferably at an upscale property.

• 4+ years computer experience.  Highly organized, efficient, and detail oriented.

• Self-motivated, takes initiative and takes pride in doing the job well.

• Effective verbal and written communication and listening skills in working with both staff and guests.

• Hard worker and comfortable with performing duties outside of immediate job description as necessary.

• Enjoys working with and meeting needs of people and is hospitality oriented.

• Proactive and creative in identifying opportunities to deliver an outstanding guest experience based on the activities the Firehole Ranch offers and the guest’s information and expectations.

• Strong understanding of Firehole Ranch experience.

• Must be able to maintain confidentiality of information.

• Proficient in Windows, Excel, Word, and general computer skills.

• Valid driver’s license and clean driving record.

• Ideally familiar with the Greater Yellowstone Area and fly fishing.

Compensation Package

Employment Status: Salaried employee, exempt, at will, subject to Firehole Ranch employment policies and procedures.

Gross Salary: $45,000 - $55,000 annually to start, DOE, strong potential for growth

Bonus: $10,000 annual bonus

Retirement:  Firehole Ranch will contribute 4% of salary as a retirement benefit, to be paid at the end of the year.  This will begin after a 6-month probationary period.

 Vacation: Since the position offers great flexibility during the winter months, we do not have an established vacation policy.          However, it is assumed that the Guest Services Manager will take up to three weeks of paid vacation during the winter months.  All time off will be coordinated with the Owner and Manager to ensure coverage of the ranch business.

Sick and Personal Time: Since the position offers great flexibility during the winter months, we do not have an established sick and personal time policy. However, it is assumed that the Guest Services Manager will take sick time as necessary, which shall not exceed 14 days per annum.

Holidays: No paid holidays are granted during the Firehole season, May through September.

Health Benefits: The Guest Services Manager shall purchase his/her own health insurance benefit package.  Firehole Ranch will reimburse up to $500/month for these costs.  This will begin after a 6-month probationary period.

Housing: Housing and meals provided while working at the Ranch, May through September.