Lodging Manager - Togwotee Mountain Lodge

The Lodging Manager will be responsible for overseeing the day-to-day operations of the Front Desk and Housekeeping departments, with dotted-line oversight of the Retail Department. The person will lead a team of supervisors and team members, ensuring that guests receive exceptional service and that all administrative duties are carried out efficiently. This includes managing a team of staff, implementing, and enforcing policies and procedures, monitoring and analyzing performance data, and identifying areas for improvement. They are required to maintain excellent communication with guests and all other departments, client, and other staff to ensure excellent customer service standards.

Job Responsibilities

• Ensure that all staff provide excellent customer service and handle customer inquiries and complaints in a professional manner
• Manage a team of staff, including hiring, training, scheduling, and performance evaluations
• Provide on-going customer service coaching and training to staff
• Hold staff accountable and perform coaching or documentations with HR as a team
• Communicate with other departments and clients to ensure that group needs are met.
• Responsible for monitoring comment card program
• Successfully respond to, resolve and record guest issues
• Assist General Manager and management in ensuring that staff adheres to policies and procedures
• Assist General Manager and management with any projects or programs relating directly to customer service
• Know and comply with all company policies and procedures regarding safety, security, emergencies and energy
• Other duties as assigned

Qualifications

• Previous hospitality management and front experience in high-profile locations is preferred
• Experience working in hospitality environments required
• Must have strong communication skills – verbal and written
• Excellent guest services and leadership skills
• Excellent conflict resolution skills
• Must be fluent in English
• Computer literacy required
• High School Diploma or equivalent is required
• Proficient in Microsoft business applications

Education

High School Diploma