Guest Relations Lead - Year Round

Ensures the highest quality of service is delivered to JHRL clients by supporting and coordinating the daily operations of the JHRL Front Desk. Serves as the primary point of contact for guest communication throughout all stages of the guest experience and coordinates interdepartmentally to deliver a seamless and exceptional guest experience.

• Works closely with all JHRL departments to coordinate the preparation of properties for guest and homeowner arrivals.
• Provides day-to-day coordination and guidance to Front Desk staff, ensuring guest arrival and departure responsibilities are appropriately assigned and completed.
• Ensures accuracy and adherence to JHRL service standards, including property inspections, amenity delivery, work order follow-up, and other activities supporting overall guest satisfaction.
• Serves as the primary point of contact for guest requests and concerns, coordinating with the appropriate departments to ensure timely response, resolution, and follow-through.
• Assists with the scheduling and execution of off-season inspections, inventories, and cleaning in coordination with the Homeowner Relations and Housekeeping departments.
• Loads and delivers items to properties, including VIP and homeowner gifts, guest luggage and packages, additional service items, and standard property amenities.
• Assists with the completion and updating of property inventories to ensure accurate records are maintained.
• Assists with directing calls, emails, and other inquiries to the appropriate department when necessary.
• Coordinates the tracking, documentation, and mailing of lost and found items.
• Thoroughly inspects and secures JHRL properties according to established checklists and company standards and reports service items requiring attention to the appropriate department.
• Maintains a thorough understanding of properties managed by JHRL, including property locations, configurations, amenities, and services.
• Coordinates the daily scheduling of Front Desk responsibilities, including arrival and departure tasks, property inspections, staff assignments, and cleaning coordination.
• Coordinates seasonal flowers and decorations in and around the JHRL Front Desk and office areas.
• Ensures Front Desk amenities and guest supplies, including beverages, snacks, lotions, maps, and other materials, are properly stocked and maintained.
• Always maintains a professional appearance and attitude while working with guests and potential clients providing excellent service.

• Addresses minor housekeeping needs identified during property inspections to ensure properties meet established JHRL cleanliness and presentation standards.
• Performs other related duties as assigned.
• Manager on Duty responsibilities as assigned.

-- Employees are held accountable for all duties of this job—

• Ability to work independently on directed tasks with a high level of efficiency and achievement
• Strong ability to work in cross-functional teams with members of varying departments
• Strong verbal and written communication skills
• Strong organizational skills and detail oriented
• Excellent interpersonal skills and desire to deliver high-quality customer service
• Strong verbal communication skills
• Proficient computer skills, including Microsoft Office suite
• Ability to drive safely in winter road conditions
• Ability to use navigation tools such as GPS, smartphone apps and/or we-based or physical maps.
• Capable of lifting 50 pounds
• Ability to work weekends and the occasional evening
• Willingness to offer on-call coverage if required
• High school diploma or GED diploma
• Valid driver’s license and clean driving record

Jackson Hole Mountain Resort is an AA/EEO Employer committed to a drug free workplace.