Hospitality Success Specialist (tech + customer support)

About the role

The Hospitality Success Specialist serves as the operational backbone of GuideTime's Hospitality team. This role owns the journey after a property/partner decides to work with GuideTime—from onboarding and launch through ongoing support and long-term success. In addition, this role supports the sales process through research, prospecting, CRM management, and preparation for customer meetings. The ideal candidate enjoys wearing multiple hats, communicating with people, solving problems, and creating systems that help a growing company scale.

Primary Responsibilities

• Hospitality Partner Onboarding
• Coordinate the onboarding process from signed agreement through launch.
• Schedule and lead onboarding and training calls.
• Build and configure branded experience pages.
• Coordinate launch tasks with internal teams.
• Track onboarding progress across multiple hospitality partners.
• Ensure every new partner launches successfully and on schedule.
• Partner Success & Support
• Serve as the primary point of contact for hospitality partners.
• Respond to questions via email, phone, and video.
• Help partners maximize adoption of their GuideTime program.
• Troubleshoot issues and coordinate internally when needed.
• Maintain Salesforce records and sales activity.
• Prepare materials for demos and presentations.
• Proactively identify opportunities to improve partner satisfaction and engagement.
• Monitor guest bookings and ensure an exceptional guest experience.
• Sales Support
• Research prospective hotels, lodges, resorts, RV parks, campgrounds, glamping properties, and destination organizations.
• Gather background information on companies and decision makers before meetings.
• Curate lists of vetted local experience providers in prospective markets so potential partners can clearly see the types of experiences GuideTime can offer their guests.
• Prepare materials for demos and presentations.
• Maintain Salesforce records and sales activity.
• Aid with follow-up emails, scheduling, and administrative support.

Expectations

• Operational Excellence
• Keep onboarding projects organized and moving forward.
• Document and improve internal processes.
• Create scalable systems for the Hospitality team.
• Collaborate closely with sales, operations, and leadership.
• Customer First Mindset
• Exceptional organization and attention to detail.
• Excellent written and verbal communication.
• Ability to manage multiple projects simultaneously.
• Self-starter who enjoys working independently.
• Comfortable learning new software and technology.
• Positive, adaptable attitude.

What We're Looking For

• Exceptional organization and attention to detail.
• Excellent written and verbal communication.
• Customer-first mindset.
• Ability to manage multiple projects simultaneously.
• Self-starter who enjoys working independently.
• Comfortable learning new software and technology.
• Positive, adaptable attitude.

Preferred Experience

• Hospitality or lodging sales or customer service.
• Customer Success or Account Management.
• Project Coordination.
• Sales Support.
• SaaS or technology companies.
• Experience with Salesforce CRM.
• Experience with Google Workspace.

What We Offer

• Company phone, dedicated desk and computer.
• Opportunities for growth within the company.
• Flexible work arrangements, including remote work options.
• A supportive and collaborative work environment.
• Competitive compensation package.

About the Position

This position is an onsite/in person position, Hybrid considered on a case by case basis. We are located right here in Missoula and have a very approachable and relaxed work environment. The office is located in the sawmill district, right near downtown. The Hospitality Success Specialist will work out of our Missoula office 5 days a week (for now), from 9am to 5pm. As we're located near downtown you can pop out for coffee or lunch or bring your own and use our fridge and microwave as needed.