Member Services - Member Ambassador

Working Environment: Outfitters Cabin, Ranch Property

OBJECTIVE:

The Member Ambassador at C Lazy U Ranch is tasked with delivering top-notch service to our esteemed members and guests. This role involves actively interacting with members throughout their stay, starting from their pre-arrival experience.  Duties include guiding members to fully explore and enjoy what the Ranch offers and being a readily available contact point during their visits to the ranch.

The Member Ambassador oversees planning and coordinating all member requests, activities, and experiences before their arrival and while in-house. They will also monitor all basic billing and collaborate with the Guest Experience Manager and Concierge team to ensure all revenue is accounted for. This position will maintain confidential records of member preferences, such as likes, dislikes, birthdays, dietary needs, spa preferences, etc.

Working directly with the CLU team, this person ensures that all guests receive personalized attention, and their needs are addressed promptly and efficiently. The role requires a high level of organization, attention to detail, and the ability to multitask effectively. Excellent communication skills are essential for building strong relationships with incoming guests, and maintaining confidentiality and discretion is paramount.

The Member Ambassador will work in close collaboration with the General Manager, Director of Rooms, Guest & Member Experience and Spa Manager, Reservations Team, Children’s Program Manager, Food and Beverage Team, Activities Team, Concierge Team, and other relevant departments to ensure guest needs are met. 

C Lazy U Ranch is a leading, family-friendly vacation spot, and the Member Ambassador will understand the key success factors, including the importance of ensuring that all guests have a memorable ranch experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Always aware of ranch occupancy, guest count, dining options, and groups in house.
• Familiarization of the CLU Ranch and all its offerings at all time frames of operation.
• Cooperate and coordinate with all department directors, managers, and staff members to promote guest service and culture of the Ranch.
• Ability to be prepared to respond immediately to on-ranch guests and be available as needed to assist the operation.
• Ability to assist members and guests to their satisfaction and to be an effective problem solver.
• Maintain member and guest integrity, ensure accurate, confidential logging of member and guest information when related to guest incidents, dissatisfactions, employee encounters, property conditions and abnormal circumstances.
• Responsible for the member pre-arrival experience and will become the single point of contact for pre-stay, and in-house concierge services.
• Takes ownership of communication to Ranch guests via phone calls, email, SMS Text, and in person to ensure that guest itineraries are accurately scheduled defined on pre-stay time frames and itineraries are maintained throughout the guest on-ranch stay.
• Organize the activity schedule on the Book-4-Time system maximizing the use of Ranch activities and will balance it with guest requests.
• Member Ambassador will promote the CLU Ranch experience. Effectively pre-selling spa services, transportation, 3rd party offerings, and any available off Ranch excursions.
• Participate in daily stand-ups, operation meetings, and all other meetings as requested by direct supervisor.
• Act according to the policies and procedures established in the CLU Handbook.
• Maintain complete awareness of the CLU Ranch facilities, hours of operation, emergency procedures, and rules of conduct.
• Ability to cross train in all Ranch operating departments to assist various departments as needed.
• Attend all Ranch required meetings and training.
• Maintain high standards of personal appearance and grooming, which includes wearing a uniform shirt and cowboy hat.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary.
• Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
• May require on-call hours.
• Checks email regularly and respond to guests and fellow co-workers in a timely and professional manner.
• All other Member and Guest related services as necessary.
• Assist concierge services and appropriate ranch departments as necessary.

NON-ESSENTIAL DUTIES AND RESPONSIBILITIES:

Performs all related duties as assigned

QUALIFICATION REQUIREMENTS:

• Minimum 2 years administrative or hospitality experience.
• Ability to handle complaints and difficult customers politely and professionally, resolving issues quickly. 
• Ability to prepare reports, business correspondence, and procedure manuals. 
• Ability to effectively present information and respond to questions from managers, guests, Members, and the public. 
• Intermediate experience with Microsoft Windows and Microsoft365 Suite, including Outlook, Word, Excel. SharePoint, Publisher, Oracle Opera Cloud, Symphony or other hotel PMS/POS systems experience a plus. 
• Ability to calculate discounts, interest, commissions, proportions, and percentages. 
• Must have a valid Driver’s License and be insurable by the company’s auto insurance carrier.

Excellent Communication and Organizational Skills. The Ranch Ambassador must be able to communicate effectively with guests, colleagues, and management. They must be able to listen actively, speak clearly, and write concisely. 

Outgoing and enthusiastic personality: The Ranch Ambassador should be friendly, approachable, and have a positive attitude. They must be able to make Members and their guests feel welcome and comfortable.

Strong work ethic: The Ranch Ambassador should be reliable, punctual, and dedicated. They go above and beyond to ensure that Members and their guests have an enjoyable stay.

Attention to detail: The Ranch Ambassador must be detail-oriented and able to manage multiple tasks simultaneously. They should be able to anticipate guest needs and provide personalized service. 

Problem-solving skills: The Ranch Ambassador should be able to think critically and creatively to solve problems. They must handle unexpected situations calmly and efficiently.

Professionalism: The Ranch Ambassador must always maintain high ethical standards and professionalism. They should represent the Ranch and the brand with integrity and dedication both on and off duty. 

WORKING CONDITIONS & PHYSICAL REQUIREMENTS:

• Employees are regularly required to talk and listen. 
• Frequently required to sit, stand, use hands, type, and handle, or make use of sense of touch. 
• The employee is required to walk on uneven terrain, reach with hands, climb, or balance, stoop, kneel, or crouch. 
• Must be able to frequently lift and move up to 25 pounds and occasionally to lift and or move up to 50 pounds. 
• Specific vision abilities required by this job include close vision and distance vision.

This Job Description is an overview of the scope of responsibilities and is not intended to be an inclusive list of tasks and expectations.  Team members are held accountable for all duties of this job.  I further understand that this Job Description does not constitute a written or implied contract of employment and that the company reserves the right to revise and change duties as the need arises.