Regional Manager, Operations; Northern Yellowstone

Overview:

Join our Operations team in this unique year-round opportunity!

This position will be provided year-round housing at Mammoth Hot Springs and will be required to live on-site to fulfill these expectations. The Regional Manager, Operations reports directly to the Assistant Director, Operations. In the absence of the Assistant Director, Operations, this position reports to the Executive Director, Operations.

The Northern Yellowstone region (the region) is comprised of Mammoth Hot Springs, Roosevelt Lodge, and the Gardiner area. Guest facilities are comprised of 79 hotel room units and 198 cabin units, corral operation, two retail outlets, six food and beverage operations, and associated employee accommodations. Mammoth Hot Springs Hotel is also open in the winter season.

Responsibilities

• Effectively lead the seasonal property management teams through excellent interpersonal communication, continual development and positive coaching to achieve both financial and internal and external guest service objectives.

• Ensure adherence to established guest service and National Park Service standards in all operations.

• Work with appropriate departments to ensure standards in employee accommodations and employee dining rooms are meeting expectations.

• In conjunction with the Assistant Director and Executive Director of Operations, recruit, train, support and motivate members of the Operations department. Work with representatives from Human Resources toward the goal of hiring capable teams.

• Coordinate with respective department directors on the selection, training, and development of key seasonal department management personnel for the region.

• Work with the Operations team and the Director, Learning and Development, to implement and demonstrate the five pillars of the Leadership Competency Model.

• Participate in the development, maintenance, and on-going training for the field operations managers throughout the year.

• Work with Directors and department managers to improve employee retention.

• Responsible for the continuous management of labor expenses, through accurate forecasting, scheduling and day-to-day monitoring, to meet guest service standards while simultaneously ensuring the most effective use of labor resources across all departments and properties in the region.

• Responsible for continuously monitoring and controlling of all other expenses in accordance with established financial plans and operating standards for the region.

• Provide regular inspections and related follow up with the operations team in the region.

• Work with the other Regional Managers and the Assistant Director, Operations to review and improve tools and methods for operational oversight of all properties.

• Work with the Executive Director or Assistant Director to provide timely responses to guest feedback, including electronic and paper surveys and direct guest correspondence.

• Review and create action plans for improving guest satisfaction scores across departments in the region.

• Work with Directors and department managers to review and create action plans for improving employee satisfaction scores across departments in the region.

• Continually seek improvement of efficiencies in processes and procedures throughout all operations with the goal of maximizing revenues and improving standards of guest service while maintaining and/or reducing overall operating expenses.

• Ensure timely and accurate reporting of required information.

• Participate in design and construction meetings for projects related to the region.

• Serve as the resource for department directors throughout the year on matters related to the region, including off season.

• Serve as a resource and liaison for our park partners and other concessioners that operate in the region.

• Work closely with the Manager, Operations, Assistant and Executive Directors, on all matters relating to the National Park Service within the region, including follow up on NPS evaluations and public health inspections.

• Continuously work to develop and strengthen relationships with local NPS personnel in the region while ensuring compliance with contract related directives.

• Insure the processes and procedures used throughout the region are coordinated with the Assistant Director, Operations, to maintain consistency throughout all Yellowstone locations.

• Adherence to all established company policies and procedures. Work with the Assistant Director, Operations and the Executive Director, Operations when there is a need to change or improve a policy or procedure.

• Provide timely feedback to the Operations team on property, including mid-season and end of season evaluations.

• Be present for the duration of any National Park Service evaluations taking place during the summer and winter operations.

• Work with the Operations team and Director, Sustainability, to ensure compliance with Xanterra’s Softer Footprint program.

• This position may be required to be a representative for Operations to the YES (Yellowstone Environmental Stewardship) council and Parkwide Safety Committee.

• Work with the Director, Risk Management and property personnel to ensure compliance with company regulations and follow up on workers’ compensation claims and inspections.

• This position will be required to work a variety of hours including early mornings, mid day, evenings, and graveyard (overnight) shifts including weekends and holidays as business warrants. This could include filling MOD (Manager on Duty) shifts during the season.

• Other duties as requested by the Assistant Director, Operations or Executive Director, Operations.

Qualifications

• Business Management or Hospitality Degree or 3-5 years equivalent experience with Yellowstone Operations preferred

• Miniumum of three years general/administrative, full service hospitality management experience required.

• Excellent oral and written communication skills

• Motivational, organizational, analytical and time management skills

• Knowledge of Xanterra policies and procedures

• Knowledge of Microsoft Word and Excel

• Possession of valid driver’s license and safe driving history required

Physical Requirements

• Must be able to lift items up to 30 pounds

• Must be able to walk and/or stand a minimum of 30 minutes at a time

• Must be able to kneel or lay flat on the ground to inspect beneath beds, kitchen lines, and beneath furniture.

• Must be able to climb stairs

• Must be able to walk on uneven terrain, including icy and snow covered areas

• Must be able to remain seated for periods of 30-120 minutes or longer

Perks & Benefits

• Vacation, Holiday and Sick Leave

• Health, life and other insurance benefits

• 401k

• Access to our employee recreation program

• Discounts in and around Yellowstone

• Live, Work, and Explore in the world first National Park

Live. Work. Explore. Yellowstone National Park Is Naturally Different

At Yellowstone National Park Lodges, we are a welcoming community who work hard, share a passion for the environment, and enjoy creating memorable experiences for our guests. We are the primary concessionaire in Yellowstone National Park. As part of the Xanterra Travel Collection family, we embrace a “naturally different” lifestyle that allows you to live, work, and explore one of the most beautiful places on earth. We are a company based on values that reflect an environmental ethic and social conscience – for the long-term. Our business practices exemplify environmental stewardship, and a desire to protect and preserve our public lands.