Director, Hotel Operations

Pursuit Collection•Columbia Falls, MT

1d•Onsite

About The Position

Lead in one of North America's most spectacular destinations. Nestled at the doorstep of and within Glacier National Park, Pursuit's Glacier Park Collection offers more than a career opportunity, it offers the chance to shape unforgettable guest experiences in a place defined by breathtaking landscapes, iconic hospitality, and a deep connection to the outdoors. As Director of Operations, you'll play a critical leadership role overseeing our collection of lodges, inspiring exceptional teams while helping create memories that last a lifetime for guests from around the world. The Director of Operations for Pursuit’s Glacier Park Collection is a key member of a collaborative and entrepreneurial senior management team. Reporting directly to the Vice President and General Manager for the Glacier Park Collection, the Director of Operations is responsible for the onsite leadership and advancement of our lodging operations. This role plays a pivotal part in transforming guest hospitality, enhancing employee engagement, and driving daily operations, financial performance, and community involvement.

Requirements

10+ Years in Hospitality, Lodging, and Travel: Extensive experience in the hospitality industry with a track record of success in managing and improving lodging operations.
Proven Leadership: Demonstrated leadership experience in world-class, market-leading hotels, with a focus on building and leading high-performing teams.
Operational Excellence: Experience with best-in-class operating systems, training programs, and the management of large, complex hotel properties.
Financial Acumen: Expertise in managing annual budgets, P&L statements, and capital budget requests, with a strong ability to forecast and manage financial performance.
Guest Satisfaction: Proficiency with guest satisfaction platforms (e.g., Revinate, TripAdvisor) and the ability to analyze feedback, build actionable plans, and respond to concerns professionally.
Experience in Remote or Challenging Environments: Understanding the unique challenges of operating in remote or seasonally dependent locations, particularly in Glacier Park or similar regions.
Community Engagement: Proven ability to engage with local communities and build strong, positive relationships that benefit both the business and the surrounding area.
Lead community outreach efforts working with the Promise to Place committee and developing partnerships with local organizations, schools, and nonprofits to build goodwill and brand presence in the region.
Sustainability Practices: Familiarity with or experience in implementing sustainability initiatives, particularly those that align with the environmental and cultural sensitivities of Glacier Park.
Lead operational initiatives aimed at reducing the environmental impact of operations, including waste reduction, energy efficiency, and water conservation.
Crisis Management: Experience in handling crisis situations, including natural disasters, public relations issues, and operational emergencies, with a calm and effective approach.
Regulatory Knowledge: Understanding of relevant local, state, and federal regulations, particularly those affecting the hospitality industry in Glacier Park, such as land use, environmental protections, and labor laws.
Must hold a valid Driver’s License
Must be legally eligible to travel internationally without restriction
Ability to walk, lift with assistance, stand, and reach are all daily requirements, with variable weather conditions across all seasons.
Strategic Thinker: Ability to see the big picture and make decisions that align with both short-term goals and long-term strategic objectives.
Passion for Glacier National Park: Deep commitment to Glacier National Park and its communities, with a genuine interest in contributing to their growth and sustainability.
Effective Communicator: Strong communication skills, capable of articulating ideas clearly and listening to others' perspectives.
Pragmatic Problem-Solver: Able to dive into details when necessary, with a focus on practical solutions that improve operations and address challenges.
Team-Oriented: Collaborative leader who values input from team members and fosters a culture of mutual respect and support.
Resilient: Maintains a positive attitude and composure in the face of challenges, setting an example for others to follow.
Customer-Centric: Strong focus on enhancing the guest experience, understanding that satisfied customers are key to success.
Financially Savvy: Solid understanding of financial metrics and the ability to manage budgets effectively.
Adaptable: Comfortable with change and able to adjust strategies and tactics as necessary to meet evolving business needs.
Servant Leadership: Demonstrates humility, authenticity, and a hands-on approach; able to attract, develop, and inspire top talent while fostering diversity and inclusion.
Strategic & Operational Acumen: Skilled in driving business performance through operational efficiencies, setting clear goals, and aligning teams to achieve organizational objectives.
Analytical & Problem-Solving Expertise: Brings strong business acumen, critical thinking, and creativity to navigate complex challenges and deliver innovative solutions.
Collaborative & Transparent: Builds trust through open communication, intellectual honesty, and partnership; thrives in fast-paced environments and under pressure.
Hospitality Passion & Cultural Connection: Deep appreciation for authentic guest experiences, outdoor orientation, and creating a positive, high-performing team culture.

Responsibilities

Partner with the VP, Director of Health, Safety & Environment (HSE), the Director of Maintenance & Engineering, the Director of Food and Beverage, the Director of Retail, the People team and shared services leadership on developing and executing strategies, business plans, and goals for the Glacier Park Collection.
Lead the operations managers across lodging operations to achieve key performance indicators, including financial goals, guest satisfaction, employee engagement, and community involvement.
Promote and lead a safety-first culture in all areas of operations.
Provide leadership and coaching that fosters a solution-driven, continuously improving team culture.
Collaborate with the People Team to meet staffing objectives, improve employee retention, and cultivate internal talent.
Engage directly with details, processes, and procedures to identify issues, implement solutions, and drive operational improvements.
Oversee and guide efforts to enhance and transform the guest experience.
Develop and maintain strong relationships within the Glacier Park tourism industry including the Blackfeet Tribe to support the state as a premier destination.
Regularly conduct walk-throughs of lodging facilities to inspire and lead on-the-ground leadership.
Partner with the Director of Engineering & Maintenance to advance the management and improvement of physical assets.
Implement controls to ensure accountability, identify risks, and seize opportunities within operations.
Provide regular reports on financial performance, including month-end results, future expense forecasts, and contributions to annual budget development.
Report business needs, operational challenges, and proposed solutions to the VP of Glacier Park Collection weekly.
Develop and manage specific KPIs for each operational area and ensure team alignment with those targets.
Regularly track performance against goals in Cultural Amp.
Identify and implement process improvements that drive operational efficiency and cost savings across all departments.
Oversee and manage relationships with key vendors and suppliers, ensuring they meet quality and service standards.
Oversee the creation of efficient staffing schedules to match operational needs, ensuring optimal guest service while managing labor costs.
Oversee the implementation of real time guest feedback systems and act as the final point of escalation for guest complaints.
Develop and execute a strategy for addressing recurring guest concerns and work cross-functionally to improve the overall guest experience.