Guest Services Manager - Urban Cowboy Lodge : Job Details

The Lodge is a place of passionate hospitality professionals who thrive working with great people in an extraordinary place. The Lodge is set on 68 acres in the Big Indian Wilderness of upstate New York. Our expansive natural setting, warm hospitality, and eclectic rustic aesthetic create the ideal place in which to both live and work. Our culture is genuine, creative and professional. We deliver the ‘casual luxe touch' we are known for whether you stay for a week, dine in for a night, or just swing by for a cocktail. Urban Cowboy Lodge is a place where people arrive as strangers and leave as friends in both work and play.Overview:

As the Guest Experience & Events Manager at Urban Cowboy Lodge, you will ensure the seamless execution of all guest-facing and event operations. Your primary role will be managing the full lifecycle of events, from coordination with clients and vendors to the onsite execution that meets Urban Cowboy Lodge's standards. In addition, you'll support the guest experience by overseeing daily operations, supervising the guest services team, and maintaining an exceptional environment for our guests. You'll play a key role in delivering a memorable and polished experience across every touchpoint, enhancing both the lodge and event experience.

Reports To: General Manager, Chuck FormosoSalary & Compensation:

$65,000- $75,000 annually, paid bi-weekly (subject to taxes and other withholdings). Subsidized benefits up to 75% for basic Health, Vision, and Dental Insurance (available 15 days from start date). Additional benefits: 10 days PTO, 5 sick days, 3 Friends & Family discounted rates ($99-$149), and 1 complimentary two-night stay for parents or equivalents (based on availability). This is an exempt position.

ResponsibilitiesEvent Management

• Lead the Lifecycle of Events – Oversee each event from start to finish, coordinating with the sales team, vendors, and clients to ensure a seamless flow, exceptional service, and fulfillment of all client requirements.
• Onsite Event Execution – Personally manage event setup, breakdown, and transitions to maintain flow and meet client expectations. Serve as the onsite point of contact to troubleshoot and adapt as needed.
• Vendor & Client Relations – Act as the primary contact for vendors and clients during events, ensuring clear communication and a smooth experience for all involved.
• BEO Management – Draft and manage Banquet Event Orders (BEOs) for each event, ensuring clarity and consistency across all staff involved in the event.
• Inventory & Event Materials – Organize and manage event materials and equipment, maintaining inventory to support seamless event delivery and ensuring availability and readiness of resources.

Guest Experience Oversight:

• Guest Services Team Oversight – Guide the guest services team in meeting service standards and maintaining a welcoming environment, enhancing the overall guest experience.
• Front Desk Support – Supplement front desk shifts as needed, providing direct guest interaction and supporting front desk operations during peak times.
• Guest Satisfaction & Problem Resolution – Actively manage guest interactions, addressing any issues and ensuring a positive guest experience throughout their stay.
• Standards & Procedures – Oversee and enforce guest service standards and procedures, ensuring that all team members are aligned with Urban Cowboy's high standards.

Operational Support & Coordination:

• Daily Checklists & Cleanliness Standards – Ensure daily checklists are completed and that cleanliness and organization across the property meet high standards.
• Collaboration with Management – Work closely with the General Manager and other departments, supporting operational needs and ensuring efficient coordination across guest and event services.

• PMS and Booking Platforms – Assist in managing the Property Management System (PMS) and booking platforms, ensuring bookings are accurate and guest and event-related data is up-to-date for team reference.

Work Requirements

• Minimum 40 hours per week onsite, with some remote coordination as needed.
• This role will be expected to cover 3-4 shifts a week at the front desk recognizing that events will take priority but are not consistent on a weekly basis.
• Availability for nights, weekends, and holidays.
• Comfortable working outdoors in all weather conditions and engaging in physical activities such as lifting, standing, and navigating the lodge terrain.

Qualifications

• Proven experience in event management, hospitality, or guest services.
• Highly organized, with strong multitasking skills and attention to detail.
• Proficiency in MEWS, Toast, Xtra Chef, TripleSeat and other hospitality and event software
• Exceptional communication and interpersonal skills, with the ability to adapt to diverse guest needs and manage team dynamics.
• Skilled in managing event logistics and coordinating across departments.
• Financial literacy preferred, with the ability to read P&L statements, manage budgets, and monitor expenses and inventory.
• Proficiency with Google Workspace applications.
• Ability to handle multiple responsibilities efficiently, maintaining high standards in both event and guest services.
• Willingness to cross-train in hotel operations to ensure cohesive service across all areas of the property.

DISCLAIMER:

This job description outlines the primary responsibilities and expectations for the Restaurant

Manager role but is not exhaustive. Duties, responsibilities, and expectations may change or be

added based on business needs.

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