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Assistant Director of Lodging

Paws Up Montana

Greenough, MT

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JOB DETAILS
SKILLS
Accounts Receivable, Analysis Skills, Best Practices, Business Administration, Customer Support/Service, Data Quality, Driver's License, English Language, Expense Tracking, Facilities Planning, Fast Food, Hospitality and Tourism, Hotel Management, Housekeeping/Cleaning, Maintenance Services, Multitasking, Problem Solving Skills, Process Management, Property Management, Resolve Customer Issues, Salesforce.com, Staff Training, Standup Meetings, Strategic Planning, Time Management
LOCATION
Greenough, MT
POSTED
2 days ago

Purpose

The role of the Assistant Director of Lodging is to assist the Director of Lodging in all operations at the Front Desk, Housekeeping, and Guest Services departments. Ensures staff is providing world-class service to our guests while balancing the needs of guests, associates, and owners.


Primary Functions and Responsibilities


  • Train staff to adhere to Paws Up standards and lead by example

  • Oversee weekly schedules and monitor staff scheduling to flex based on business needs

  • Directly oversee the Front Office at Paws Up Montana and assist the Director of Lodging by providing supervisory support to Housekeeping, Guest Services, remote operations and the green o.

  • Manage arrival, departure, and guest experience at Paws Up Montana.

  • Maintain thorough knowledge of accommodations, package plans, and facilities

  • Check guests in and out including preparation of folios and authorizing payments

  • Monitor aged receivables to ensure outstanding accounts are settled in a timely manner

  • Create expectations, lead people, manage processes, and hold people accountable for the agreed upon activities and timetables

  • Analyze, investigate, and resolve guest complaints

  • Act as Manger on Duty (MOD)

  • Respond to guest needs and provide anticipatory service

  • Ensure daily checklists are completed in all areas

  • Maintaining the cleanliness of the housekeeping department, including upkeep of department stock item and placement of clean linens.

  • Perform or delegate arrival inspections on all Cabins/Tents to ensure that accommodations are cleaned and staged to meet Paws Up and Forbes Standards prior to guest arrival.

  • Inspecting periodic daily service &/ turndown cleans to ensure that Paws Up standards are being met.

  • While inspecting Cabins/Tents document and correct deficiencies found in the accommodation or call back housekeeping teams to correct deficiencies

  • Ensure all maintenance repair items are reported as soon as possible. Responsible for tracking all outstanding work orders, replacement items and guest damaged items internally in the housekeeping department as well as reporting items to the appropriate department

  • Control expenses ensuring that all supplies are properly tracked.


Supportive Functions and Responsibilities


  • Remain flexible with open availability to cover unexpected needs of the Resort

  • Expert knowledge of Maestro PMS, Salesforce, Fetch, and all other programs and systems

  • Monitor daily arrivals and ensure accommodations are prepared prior to check in.

  • Lead daily stand-up and arrivals meeting

  • Audit daily arrivals and departures to ensure accurate guest flight information

  • Provide feedback to the team, both positive and constructive, to ensure the resort is achieving its customer service targets

  • Analyze guest feedback and provide strategic direction to improve overall rating

  • Escalation point for guest feedback and service recovery situations

  • Uphold a professional demeanor in the face of adversity



Educational, Experience, Licensure Required


  • BS degree in Hospitality Management, Tourism, Business Administration (preferred), or 4 years minimum relevant experience as Guest Relations Manager, Hotel Manager, or similar role in a luxury environment.

  • Forbes standard training experience is preferred

  • Understanding of all hotel management best practices and relevant laws.

  • Hands-on experience with Hospitality Property Management Software (PMS), Maestro

  • Proficiency in English; knowledge of other languages is a plus

  • Customer service drive with outstanding communication and active listening skills.

  • Excellent problem-solving and multitasking skills

  • Leadership skills along with the ability to motivate a team into high performance.

  • Ability to work flexible hours and open availability

  • Strong sense of responsibility and a professional presentation.

  • Valid State Driver s License


About the Company

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Paws Up Montana