Lodging Manager

LMLC OPERATIONS LLC•Bozeman, MT

10d

About The Position

Yellowstone Club is paradise in Montana. A private residential community in Big Sky, Montana, Yellowstone Club offers its members the world’s only private ski and golf community. With fabulous skiing and snowboarding and the most gorgeous spring and summer weather to enjoy the 18-hole golf course, rivers, hiking, biking, and more, our Members love being a part of this exceptional community. Our employees make the Yellowstone Club experience come alive. If you would love being a part of the Montana charm and providing the highest level of guest service, ensuring no detail is too small to overlook, and being a part of creating experiences, then Yellowstone Club is looking for you. Yellowstone Club’s Cabins & Rentals department is currently seeking candidates for a Lodging Manager. This is a full-time year-round position located in Bozeman, Montana. The purpose of the Lodging Manager is to manage the lodging reservations and day to day operations of the Lodging Team.

Requirements

Three to Ten years of hospitality and customer service related skill, knowledge and experience is required.
Exceptional proficiency in Microsoft Office applications including but not limited to Word, Excel, Outlook required.
Proven experience using communication and organizational skills to accomplish goals.
Similar combination of education and experience.
Previous experience with hotel lodging management software.
Valid US Driver’s License
Word processing & proof reading skills required.
Able to speak clearly and effectively with Members, guests, co-workers, vendors and other Yellowstone Club departments.
Able to write clearly and legibly.
Able to perform basic math calculations.
Ability to solve basic problems and/or know when it is necessary to get a manager to assist in problem solving.

Nice To Haves

Knowledge of principles and processes for providing customer and personal services, including customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction.
Bachelor's degree (B. A.) from four-year college or university; and five to ten years related experience and/or training; or equivalent combination of education and experience.

Responsibilities

Ensure that each Member and guest receives outstanding service in a friendly environment which includes greeting and acknowledging every Member and guest, maintaining outstanding service standards, solid product knowledge and all other components of guest service.
Empowered to guarantee total Member satisfaction, display hospitality and professionalism to our Members at all times, take pride in representing Yellowstone Club professionally with our Members and guests and assure that all transactions are handled in a legal and ethical manner.
Understand and apply all property safety and security procedures to maintain a secure and safe environment for team members, Members, and guests at all times. In the event of an accident or emergency, seek medical attention if necessary and contact your direct manager, the Director of Rental Homes, or Human Resources immediately.
Maintain a favorable working relationship with all Yellowstone Club team members to foster and promote a positive working environment.
Working closely with the rental team, property managers, housekeepers, and in addition to the sales and concierge teams, this individual must have exceptional expertise in providing guidance and assistance for all club experiences and provide anticipatory customer service in a friendly, gracious, and informative manner.
The position is also responsible for the on-going oversight of our rental agreements with homeowners, ensuring that they are up-to-date, obligations are performed accurately, on-time and monthly billing is prompt, organized and includes detailed backup information.
The Lodging Manager will provide high-quality customer service to all Members and guests engaging with the Residential Services team and is responsible for their overall satisfaction, building rapport and club affinity.
Maintain a high standard of member service according to company guidelines.
Manage all aspects of cabin and home rental reservations including the rental agreements with the homeowners.
Communicate effectively and professionally via phone, email, and mail, according to Member preference.
Proactively maintain consistent communication with Members to ensure highest level of satisfaction.
Work as a liaison between club Members/guests and on-site staff to define, secure, and execute arrangements for Members’ and guests’ visits to Yellowstone Club residences.
Perform all duties and responsibilities in a timely and efficient manner in accordance with established Club policies, procedures, and standards of service to achieve the overall objectives of this position.
Meet departmental productivity, organization, punctuality/attendance and consistency standards.
Maintain a positive and respectful attitude.
Treat Members, guests, vendors, customers and co-workers with professionalism and respect at all times.
Maintain privacy of our Members at all time.
Maintain a clean and neat appearance at all times.
Communicate regularly and effectively with all employees, supervisors, managers, directors, and VPs.
Perform work in a safe and high quality manner. Maintain a high level of attention to detail.
Project a favorable image of Yellowstone Club to Members, guests, and staff at all times.
Must be able to work flexible work hours/schedule including evenings, weekends and holidays. Long hours may be required due to business demands.
Clarify any billing concerns from on-site charges and coordinates with accounting as necessary.
Process and communicate all rent payments due to homeowners coordinating with accounting as necessary.
Maintain reference documents and rental listings for all rental homes and cabins.
Maintain and protect the quality and consistency of the rental program as defined by the Property Management and Rental Agreements, Rental Reservation Agreements and Membership Rules and Regulations, performing difficult conversations with Members as needed.
Understand that the needs of our Members and guests often are not articulated during regular business hours and time is of the essence with responding to and meeting their needs. Possessing a drive and willingness to respond promptly and at all times of the day or night is critical.
Respond to elevated in-house Member requests within two hours.
Oversee special and unique requests from Members before and while in residence.
Provide a lead role in the recruiting, selection, training and development of employees with the goal being maximum employee satisfaction, productivity and Member/guest satisfaction.
Address issues related to early arrivals and late check-out requests from Members/guests.
Accessible for Member needs at all times during the Members visit to Yellowstone Club
Management Responsibility for Lodging Team.
Establish and maintain open, collaborative relationships with employees and ensures employees do the same within the team.
Assist other departments as necessary during busy periods.
Upon approval from the Director, working from our Bozeman location and/or maintaining a full virtual presence may be acceptable as long as the demands of the job continue to be met in-full and on-time.
Nothing in this job description restricts management’s right to assign or reassign duties, work hours and/or responsibilities for this job at any time.