Lodging and Hospitality Manager

Property Description:

Tepetonka Club is a private golf and lifestyle destination in rural New London, Minnesota, set on 228 acres of rolling glacial terrain about two hours west of the Twin Cities. Designed by the internationally recognized OCM team, the club features a championship 18-hole course, a complementary short course, five four-bedroom cabins, two eight-bedroom lodges, Jim’s Supper Club (fine dining), Hog Heaven (pro shop and casual dining), and a Beach Club on nearby Green Lake. It also has a 140-acre Ranch offering pheasant hunts, a clay shooting course, cross-country skiing, horseback riding, and a wellness center. Across golf, lodging, dining, and recreational amenities, Tepetonka strives to deliver world-class hospitality and a dynamic, community-focused environment.

Position Summary:

The lodging and hospitality manager is a service-driven leader responsible for delivering exceptional guest, concierge and VIP experiences while overseeing day-to-day lodging operations for Tepetonka Club.  This role champions a culture of hospitality excellence, ensuring every member and guest interaction reflects the highest standards of personalized service, comfort and attention to detail.

Direct the administration of all front-desk, housekeeping, building maintenance and security services for the facility.  Ensure the highest standards of service, sanitation, safety, comfort and aesthetics, and direct all department activities, projects and programs. Manage department personnel, plan and schedule work activities and provide appropriate leadership and guidance in accord with Company culture and policies.

Essential Duties and Responsibilities:

• Develop and implement the annual operating budget for various departments including the Front Desk, Housekeeping, Building Maintenance, and Security.
• Lead the design and execution of exceptional, personalized guest experiences from pre-arrival through post stay follow up.
• Oversee concierge services, ensuring guests receive tailored recommendations, reservations, and curated experiences.
• Establish and maintain VIP recognition programs, ensuring consistent delivery of elevated service for all high value guests.
• Manage employment activities for applicable staff members including recruitment and selection, performance evaluations, training, compensation, payroll preparation, discipline and termination, etc. in compliance with Company human resources policies and procedures.
• Develop departmental operating procedures and productivity & quality standards for all departments, ensuring compliance with the appropriate sanitation/safety codes and guidelines.
• Plan departmental work and staffing schedules to achieve quality standards with minimum labor costs.
• Conduct staff meetings to ensure coordination of departmental activities as well as with other departments.
• Monitor, inspect and evaluate departmental operations and customer service quality vs. budgeted goals and service standards. Develop and initiate action plans to achieve appropriate adjustments.
• Implement and monitor the purchase ordering and receiving system to maintain proper inventories of supplies and ensure proper quantity and price on all purchases.
• Oversee building maintenance and equipment repair operations. Makes recommendations regarding necessary capital expenditures and special maintenance/repair improvements
• Establish and implement a deep cleaning and preventative maintenance program for public areas, guest rooms, equipment repair areas, equipment storage areas, fixtures, equipment, etc.
• Maintain accurate records for pertaining to department activities including, but not limited to, labor schedules, building maintenance, equipment repair, safety meetings and activities, etc.
• Assure the efficient and timely submission of all required operational, financial, budgetary and related reports.
• Keep up to date with industry best practices through continuous attention to industry periodicals and participation in relevant trade associations and organizations.
• Perform other duties as appropriate.

Front Office Duties:

• Takes care of special needs for groups and VIPs; provides concierge-type service as needed; ensures the resolution of guest problems quickly, efficiently, and courteously.
• Monitors master key control procedures
• Ensures room status information is accurate and communicated to ensure maximum revenue
• Reviews completed credit limit reports for affected guests
• Checks cashiers in and out and verifies banks and deposits at the end of each work shift
• Ensures that all check-cashing and credit policies are followed
• Collects information required for daily and other revenue records
• Ensures the proper routing of telephone, FAX, mail and other messages to guests

Security Department:

• Establishes and enforces security procedures for protection of member, guest and staff property; recommends additional controls and/or procedural changes to other departments that provide increased protection.
• Exercises general supervision over parking lot operation by providing systematic patrols to assure protection of vehicles and property, controlling access to parking lots and by instituting traffic and parking procedures.
• Directs the training of all security personnel in first aid, fire protection, traffic control and emergency procedures and all other security procedures.
• Directs the investigation of alleged crimes committed on club premises; cooperates with area law enforcement agencies in investigations, exchange of reports and information and appearance in courts of law.
• Collaborates with employment/personnel department on employment reference checks, security clearances, and preparation of reports related to accidents, insurance and employee processing.
• Conducts confidential or special investigations as requested by the General Manager.
• Coordinates removal of unauthorized vehicles from club property by towing company.

Qualifications:

• College degree preferred.
• 5 years applicable functional and/or management experience, preferably in the hospitality industry.
• Demonstrated experience and capability in the areas of budget development, fiscal management, strategic planning, staff management.
• Demonstrated quality written, verbal, and interpersonal communication skills.
• Ability to analyze and solve problems; efficiently handle multiple duties under pressure with minimal supervision; work flexible hours as required including nights/weekends.
• Positive attitude, professional manner and appearance in all situations.

Supervises:

Front Desk / Reservations Attendants; Night Auditor; Bellperson, Valet, Housekeepers, Security Guards, Building Maintenance Crew

Classification:

Full-time, Non-Seasonal, Salaried, Exempt

KemperSports Management is an Equal Opportunity Employer