Hospitality Success Specialist; tech + customer support

About Guide Time

Guide Time partners with hotels, lodges, campgrounds, RV resorts, glamping properties, and destination organizations to provide turnkey, branded outdoor experience programs. We curate vetted, bookable local experiences that are seamlessly integrated into each partner's website, helping guests create memorable outdoor experiences while generating ancillary revenue for our partners.

As our hospitality partnerships continue to grow, we’re looking for someone who thrives on organization, attention to detail, relationship building, customer service, and helping businesses succeed.

The Hospitality Success Specialist serves as the operational backbone of Guide Time’s Hospitality team. This role owns the journey after a property/partner decides to work with Guide Time—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.

Here is what one of our LIVE client pages looks like, showing the outfitters and experiences sourced by this position – .

The ideal candidate has worked in the lodging industry before, whether in sales or customer service, such as front desk or concierge.

• Coordinate the onboarding process from signed agreement through launch.
• Send contracts and subscription payment links.
• 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.

• Serve as the primary point of contact for hospitality partners.
• Respond to questions via email, phone, and video.
• Help partners maximize adoption of their Guide Time program.
• Troubleshoot issues and coordinate internally when needed.
• Monitor guest bookings and ensure an exceptional guest experience.
• Proactively identify opportunities to improve partner satisfaction and engagement.

• 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 Guide Time can offer their guests.
• Prepare materials for demos and presentations.
• Maintain Salesforce records and sales activity.
• Assist with follow-up emails, scheduling, and administrative support.

• Keep onboarding projects organized and moving forward.
• Document and improve internal processes.
• Help create scalable systems for the Hospitality team.
• Collaborate closely with sales, operations, and leadership.

• 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.

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

Within your first several months, you’ll independently onboard new hospitality partners, launch branded experience programs with minimal oversight, build trusted relationships with partners, keep onboarding timelines moving, provide outstanding support, and help the sales team stay organized and prepared.

This position is an onsite/in‑person role, hybrid considered on a case‑by‑case basis. We are located in Missoula and have a relaxed work environment. The office is located in the sawmill district, near downtown. The Hospitality Success Specialist will work out of…