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  • Guest Experience Manager

    ROAM Beyond
    Job Description

    ROAM Beyond is an immersive, outdoor lodging experience. We combine opportunities for adventure, spaces for friends and family to gather, and home-style comforts in some of the most stunning settings in the U.S.

    The Guest Experience Manager is responsible for managing sites and curating guest experiences in remote and wild places.  Ideal applicants are excellent communicators, have a keen eye for detail, and bring a passion for creating guest experiences that are unforgettable. 

    Responsibilities

    • Guest Arrival/Departure: 

      • Communicate with guests prior to arrival to develop relationships, set expectations, and confirm arrival details. 

      • Greet guest(s) upon arrival, communicate site amenities, cabin functionality, and safety protocol. 

      • Obtain feedback from guests after checkout to refine experience for future guests. 

    • Site Management:  

      • Keep cabins and site amenities tidy and working order.  

      • Anticipate guest needs and respond in a timely manner as guests report issues or identify any items in need of any repairs.

      • Keep a weekly log of any issues or feedback that allow ROAM Beyond to ensure guest experiences are constantly improving. 

    • Concierge Services:

      • Learn and share your knowledge about local activities and providers of tours and experiences aligned with the ROAM Beyond philosophy. 

      • Stay up to date on closures, construction, etc. that affect customer experience

    • Book activities and/or meals for guests as requested

    • Housekeeping: 

      • Work with the housekeeping team to ensure COVID-19 compliance for cleaning, disinfecting, and educating guests to ensure a comfortable, safe, healthy stay. 

      • Coordinate with housekeeping after checkout to clean and change linens in cabins. 

      • Update amenities and linens as needed to ensure a seamless ROAM Beyond experience for each guest. 

      • Complete prep/refresh of cabins for the next guest arrival

      • Take necessary steps to ensure sites adhere to health code requirements, align with the ROAM Beyond “leave no trace” philosophy, and dispose of waste properly

      • Orchestrate laundry services and routine cleaning of vendor provided infrastructure (e.g. portable toilets, firewood, etc.) 

    • Maintenance: 

      • Support Regional Site Managers in on-going maintenance of units to ensure optimal functionality and seamless operation for guests (e.g. cleaning solar panels, flushing water systems)

    • Vision: 

      • Coordinate with ROAM Beyond Regional Managers and company leadership to address any issues that may impact guests in other units or at other sites and document ideas/suggestions that may improve the guest experience.

      • Be forthright with all concerns and opportunities and engage with leadership on ideas to better enhance the ROAM Beyond experience

      • Provide images and content for company marketing purposes 

      • Be willing to take on additional tasks as assigned by management 

      • Admin duties:

        • Weekly team calls with ROAM management 

        • Report weekly on customer experience,  maintenance issues, etc. 

    Characteristics 

    • Be a team player who communicates effectively with customers and employees

    • Solutions oriented and service-minded individual

    • Extremely organized and self-motivated -- a strong multi-tasker & problem solver

    • Flexible with changeable working schedule and hours & tasks

    • Thrives in fast-paced start-up environment 

    • Passionate about the company mission, willing to get hands dirty to make it a reality

    • Hard-working, eager, flexible, enthusiastic and willing to accept new challenges

    • Must love working and playing in the outdoors

    • Excellent customer service skills

    • Articulate, savvy interpersonal skills 

    • Caring and very approachable and presentable

    • Engaged with best practices for safety and wellbeing of customers and site

    • Attention to detail related to site amenities and guest offerings 

    Qualifications

    • At least 2 years experience in hospitality or customer service 

    • Fluent in English and a working knowledge of a second language preferred

    • Authorized to work in the US

    • Ability to do basic repairs on cabins (trailers) and property (site)

    • Valid driver's license in good standing and reliable transportation with all-wheel-drive

    • Able to occasionally lift up to 60 pounds 

    • Able to use hand/air/electric tools as needed

    • Able to work at heights exceeding 12 feet

    • Able to work 24-32 hours per week, schedule likely includes evenings, weekends, and holidays

    • Able to work outside 90% of the time. In winter, this will include working in sub-freezing temperatures.

    Compensation and Benefits:

    • Highly competitive hourly wage with opportunities for future advancement

    • Exciting work environment within a thriving and socially responsible start-up

    • ROAM Beyond is an equal opportunity employer, tobacco and smoke-free organization.

    Contact Information
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