Yellowstone National Park employees not only work hard, they play hard, too. With over 2 million acres of land to explore, beautiful animals and half of the world’s thermal features you’ll never run out of exciting sights to discover! Our summer season positions typically run from mid-April through late October.
Yellowstone National Park Lodges operates 9 comfortable lodging facilities offering over 2,000 guest rooms spread out over its 6 locations. Guest accommodations include both cabins and hotel-style rooms that range from rustic to modern. The Hotel Operations Manager supervises all aspects of one of nine hotel locations in Yellowstone National Park including operations, personnel and guest satisfaction. This position oversees property appearances, operating costs and daily operation of a full-service hotel. Seasonal locations operate summer or summer and winter, depending on location.
Candidates interested in Hotel Operations Management positions in Yellowstone are drawn to the unique opportunity to work in the world’s first national park and should be enthusiastic about Xanterra’s sustainability initiatives and mission to provide ‘legendary hospitality with a softer footprint’. Our employees are not only highly knowledgeable of the layout and operations at their own location, but also possess a general knowledge of the park and its surrounding areas.
1- Responsible for maximizing sales at the location and controlling expenses at all operating departments, with the objective of meeting or exceeding budgeted profits while maintaining expenses at budgeted levels.
2- Continuous monitoring of product, service, and customer service attitude in all departments on location. Constant awareness of the appearance of both employees and property; ensure excellent quality of products in all outlets – product quality should always meet standards determined by Xanterra Parks and Resorts. Ensure that standards of service are being met in all departments.
3- Work closely with all support staff and department managers to further develop individual management abilities with the goal of consistent achievement of department financial and guest service objectives.
4- Immediate follow-up on all deficiencies noted on National Park Service Evaluations. Location Managers will be expected to walk their location with the National Park Service during their properties formal evaluation. Following the formal evaluation, Location Managers are to work with their Regional Manager and Maintenance Manager to assign and ensure completion of deficiencies noted.
5- Respond positively and empathetically to all guest complaints with the objective of solving the problem to the satisfaction of both the guest and the Company prior to the departure of the guest.
6- Ensure that accurate sales, payroll, and labor standard figures are reported to the Manager, Operations, the Manager, Operations, Old Faithful Area, and the Executive Director on a daily, weekly, and period end basis.
7- Review weekly forecasts with all departments, review costed schedules based upon forecasted business volumes, and make appropriate staffing changes necessary to maintain budgeted labor to sales percentages for each department. Conduct daily and weekly audits of labor records to verify provided schedules match hours worked in each department.
8- Review weekly work schedules with all supervisors in relation to forecasts, staffing guides, customer service needs/sacred hours, and equity among employees to insure consistency, fairness, and meeting appropriate budgeted guidelines and percentages.
9- Facilitates weekly location department manager meetings
10- Ensures that proper lost and found procedures are followed by all personnel at the location
11- Enforce all Company policies, procedures, and Core Values as determined by Xanterra Parks and Resorts.
12- Constant evaluation of safety concerns throughout all departments. Continually evaluate procedures and/or physical areas for potential hazards in which the Company may ultimately be liable. Monitor, with the help of the Assistant Location Manager/Safety Lead, all aspects of Company fire/safety training programs to minimize accidents to both employees and guests. Provide suggestions to the Manager, Operations and/or the Manager, Operations, Old Faithful Area which may reduce the Company’s risk and liability. It will be the responsibility of the Manager, Location Operations and/or the Manager, Operations, Old Faithful Area to bring these issues to the attention of the Executive Director, Operations. Continually stress the importance of safety concerns among all department managers and staff members at location.
13- Work closely with the Human Resources Department and location Personnel Manager to ensure employee satisfaction and esteem is managed. Ensure that all employee complaints, regardless of the issue, are turned over to the Personnel Manager and/or Human Resources Department immediately.
14- Oversee management of all Category I employee housing
15- Provide written evaluations of all Category I managers, with input and feedback from Support Departments, twice during each operating season
16- Hotel Location Managers and Assistant Location Managers will be required to be “on call” for evening and nighttime coverage of their locations. During these times, Location Management will be required to respond to all guest concerns, and in the absence of on call Personnel Management, respond to any employee issues in Company housing.
17- Maintain a daily manager’s log of all events taking place on location. Entries into the manager’s log are to be professional and represent an objective view of all employee and guest issues that have taken place during the course of the operating season. At the end of the season, the Location Manager is to provide this log to the Executive Director, Operations.
18- This position will be expected to work a variety of hours including mornings, days, evenings, nights (graveyard shifts are possible), weekends, and holidays as necessary.
19- Any other duties as assigned by the Manager, Operations, the Manager, Operations, Old Faithful Area, Executive Director, Operations, and/or the General Manager
1- Business Management or Hospitality Degree or 3-5 years equivalent experience
2- Strong communication skills
3- Strong people skills
4- Motivational, organizational, and time management skills
5- Knowledge of Company policies and procedures
6- Knowledge of Microsoft Word and Excel
7- Ability to review and analyze financial documents
8- Possession of valid driver’s license preferred but not required