Colorado Experience Manager
Posted by Eleven Experience on 03/25/2022
Job Basics
Industry Sector: Outdoor
Job Categories: Hospitality & Lodge Staff
Company Type: TravelandTourism
State: CO
City: Crested Butte
Country: United States
Required Experience:
Job Type: Seasonal Full Time
Salary:
Required to Relocate:
Required to Travel:
Employee May Telecommute: No
Job Seeker Must Live Within:
Job Description & Requirements
Position Purpose
· Create and execute once in a lifetime experiences for guests visiting Eleven’s Colorado properties by planning intricate and dynamic itineraries to exceed expectations to the best of your ability.
· Clearly communicate with guests before, during, and after their trip to tailor their experience with Eleven and to help secure return business.
· 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.
· Behave as a leader within the Eleven hospitality team and encourage and support the team to deliver the Eleven product to the highest possible standard everyday.
· Work to further the Eleven product by questioning operational norms, proposing solutions, and striving to innovate and streamline the Eleven operation in Colorado.
Responsibilities/Duties/Functions/Tasks
· Manage the Eleven guest experience by working externally with clients and internally with the operations teams.
· 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.
· Maintain strong relationships with guests throughout their stay and after departure.
· Serve as a guest liaison ensuring that all guest preferences are in order for their visit. Work closely with the Colorado Lodge Managers to communicate guest needs with the team.
· Complete all trip follow up work in a timely manner. This includes invoices, trip reports, shipping luggage, etc.
· Use of SalesForce, Opera, Micros, Intelligenz and the PPM extensively, or any other CRM or business management tools, to best track guest preferences, trip details, payment, etc.
· 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 for the logistics, gear, and guides necessary to execute these activities.
· Manage guest’s expectations appropriately.
Qualifications
· Microsoft Office Suite – specifically Microsoft Excel
· Sophisticated email communication skills
· SalesForce
· Extensive knowledge of the Crested Butte area
Preferences
· Ability to deliver high quality work in a dynamic, fast-paced, sometimes loud work environment
· Flexible team player willing to do anything to complete the Eleven team goals
· Solution Oriented
· Personable, outgoing, friendly
· Sophisticated
· Thrives under pressure
· High ethical standards
· Confident
· Willing to work specifically to meet guest needs – early mornings and late evenings if need be
Work Requirements
· Clean and current driver’s license
· Must be able to lift 50+ pounds
· Flexible work schedule
· Ability to sit at a desk and type at a computer for extensive periods of time
Travel between Scarp Ridge Lodge and Taylor River Lodge as necessary
About Eleven Experience
Our mission is to custom-make powerful experiences that impact the people who impact the world. Whether heliskiing near the Arctic Circle in Iceland or casting for bonefish on a remote island in the Bahamas, Eleven experiences are a different kind of escape. We are not found in traditional destinations.
Our lodges, chalets and beach houses are miles from the main road - in a historic farming village high along the French-Italian border, on a rugged river in Patagonia, and in other unique locations away from the crowd. In each destination, world-class food and lodging are combined with guided outdoor activities on mountains, in the backcountry, and on the water for guests of all ages and all skill levels. In urban locations, our guides gracefully introduce guests to local culture, knowledge, and places known only to native insiders.
