Guest Experience Manager

Overview

The Guest Experience Manager (GEM) is the first and last point of contact for guests during their stay at The Timberline. This role ensures each interaction—check-in, check-out, and everything in between—is smooth, kind, and well-supported. You’ll also oversee guest-facing daily operations, manage communications, and ensure public spaces and shop hours reflect our high standards of hospitality.

On days when the Housekeeping + Grounds Manager is off, the GEM is responsible for making sure rooms are assigned, cleaned, inspected, and that all laundry is completed. You’ll receive notes for any additional tasks from the Housekeeping Manager in advance.

To the extent there’s room during office hours, we encourage this role to bring creativity and initiative to enhancing the guest experience. This could include offering light concierge support—helping guests with local recommendations, directions, or questions about Leadville—or suggesting thoughtful services or amenities that make each stay feel a little more special.

Pay Rate: $150 per 24-hour shift, bonus eligible with housing (1 br onsite apartment) with utilities and internet included.

• Shift 1: 8:00 AM–3:00 PM ($50)
• Shift 2: 3:30 PM–6:30 PM ($50)
• Shift 3: 7:00 PM–8:00 AM next day ($50)

Housing:

This position includes on-site, year-round housing, available starting August 1. We’re hiring for 3–4 shifts per week, scheduled in coordination with our other GEM. If you’re already based in Leadville, we’re open to someone starting earlier, but please note that housing won’t be available until August.

This is a seasonal position with a variable schedule throughout the year:

• June–September: 4 shifts per week
• October–December: 3 shifts per week
• January–April: 4 shifts per week
• Mid-April–Memorial Day: 3 shifts per week

We’re happy to offer flexibility for time off and travel during quieter off-season months.

Tools You’ll Use

• Avochato (texting platform)
• [email protected] (email account)
• Mews (property management system)
• Airbnb, Expedia, Booking.com (for guest messaging) 

Key Areas of Responsibility

• Checkout Management: Ensure all guest bills are accurate, balanced, and closed
• Check-In Support: Confirm room readiness and assist with guest arrivals
• Mini Bar Oversight: Track usage, billing, and coordinate restocks
• Timberline Shop Sales: Handle in-person transactions during shop hours
• Guest Communication: Respond promptly and kindly to all messages and requests
• Public Spaces: Set up and reset courtyard elements (blankets, s’mores kits, fire pits)

Shift-Based Schedule & Duties

Shift 1: 8:00 AM – 3:30 PM

• 8:00 AM: Turn off the calling tree, and adjust call forwarding to begin the day
• 9:15–10:15 AM (Office Hours):
  • Review check-outs and confirm all bills are closed in Mews
  • Cross-check and finalize daily cleaning list with the housekeeping team
  • Check and respond to guest messages in Avochato, email, and booking platforms
• 10:15 AM–2:30 PM (Flexible Time):
  • Personal time is flexible, but keep your phone on and respond to all guest needs
• 2:30 – 3:30 PM (confirm rooms + check-ins) 
  • Confirm all inspections and check-ins 
  • Confirm all guest have access info 
  • This can be completed earlier if the day is lighter / team is fast. 

Shift 2: 3:30 PM – 7:00 PM

• Staff the front office and shop (set the sign out)
• Handle check-ins: verify rooms are clean, codes are sent, and guests have what they need. 
• Responding to guest messages and requests
• Prep the courtyard: turn on fire pits, set out blankets and s’mores kits
• Review tomorrow’s schedule to ensure staffing and room assignments are in place.
  

Shift 3: 7:00 PM – 8:00 AM (Next Day)

• Be available for late-night guest needs (e.g., lockouts, fan or linen requests)
• Remain on or near the motel to support any evening or overnight guest needs
• Answer phones and sell rooms or support guests as needed 
• 9:00 PM: Turn off fire pits and reset courtyard
• 10:00 PM: Turn the calling tree back on to close the day