Experience Manager

Yellowstone Club is paradise in Montana. A private residential community in Big Sky, Montana, Yellowstone Club offers its members the world’s only private ski and golf community. With fabulous skiing and snowboarding and the most gorgeous spring and summer weather to enjoy the 18-hole golf course, rivers, hiking, biking, and more, our Members love being a part of this exceptional community. Our employees make the Yellowstone Club experience come alive. If you would love being a part of the Montana charm and providing the highest level of guest service, ensuring no detail is too small to overlook, and being a part of creating experiences, then Yellowstone Club is looking for you.

Yellowstone Club’s Residential Services department is currently seeking candidates for an Experience Manager. This is a full-time year-round position located in Big Sky, Montana.

Purpose: This position is an integral part in managing the Residence Experience Coordinator and Front Desk Coordinator Teams. Working closely with our lodging, property management and housekeeping teams, in addition to the sales, concierge, outdoor pursuits and food and beverage teams, this individual must have exceptional expertise in preparing units for member and guest arrivals, satisfying all guest needs and requests, and providing strong leadership on the Cabins and Rental team. The Experience Manager will be directly responsible for creating departmental SOPs for the Experience Team and implementing these standards to the highest level achievable fostering a cohesive and purpose driven team within Residential Services.

Major Responsibilities:

• Ensure each team member is proficient by Yellowstone Club standards to provide members and guests outstanding service in a guest friendly environment which includes greeting and acknowledging every member and guest, maintaining outstanding service, solid product knowledge and all other components of guest service.
• Maintain a favorable working relationship with all company employees and other departments within Yellowstone Club to foster and promote a positive working environment.
• Continuously strive to build a safety focused culture amongst the team. Understand and apply all safety and security procedures and be a leader focused on maintaining a secure and safe environment for employees, members, and guests always.
• Provide regular feedback to team members regarding their job performance.
• Formally appraise the performance of team members seasonally, providing recognition/appreciation and discipline as necessary.
• Manage departmental productivity, organization, and consistency standards.
• Incorporate member satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.
• Set goals and expectations for direct reports using performance review processes and holds team accountable for successful performance.

Essential Job Functions:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Manage the overall Rental Home Operations within the Rental Home Program to ensure supervisory duties are consistently accomplished and communicated, while fostering a constructive team environment.
• Manage Guest Experience Coordinator Team and Front Desk Coordinator Team by overseeing recruitment, hiring, scheduling, coaching, and counseling, training, and appropriate disciplinary action where necessary.
• Work as a liaison between the sales department and prospective Members to define, secure, and execute any special requests during the Member’s visits to the portfolio of homes in the Rental Program.
• Act as a liaison with Director and Operations team on all service-related matters and administrative functions.
• Compose and execute training programs related to rental program and operations.
• Ensure consistent implementation and continued improvement of amenities directly related to the rental program and its portfolio of residences.
• Oversee staff to ensure teams are utilizing department practices for consistency.
• Conduct regular inspections/audits of the homes with a critical eye to ensure adherence to cleanliness and operational standards while maintaining homeowner preferences.
• Use discretion and independent judgement to plan, execute, and complete Residential Services projects within the scope of work, budget, and timeline constraints required.
• Oversee special and unique requests from members before and while in residence.
• Attend regular weekly meetings with Property Management and Housekeeping Teams to ensure Cabins and Rental Teams are adequately represented and involved. Other Duties and Responsibilities
• Perform all duties and responsibilities in a timely and efficient manner in accordance with established Club policies, procedures, and standards of service to achieve the overall objectives of this position.
• Meet departmental productivity, organization, punctuality/attendance and consistency standards.
• Maintain a positive and respectful attitude.
• Treat Members, guests, vendors, customers and co-workers with professionalism and respect always.
• Always maintain privacy of our members and their guests.
• Always maintain a clean and neat appearance.
• Communicate regularly, professionally, and effectively with all employees, supervisors, managers, and directors.
• Perform work in a safe and high-quality manner.
• Verifies employees are treated fairly and equitably.
• Project a favorable image of Yellowstone Club to Members and guests always.
• Must be able to work flexible work hours/schedule including evenings, weekends, and holidays. Long hours may be required due to business demands.
• Nothing in this job description restricts management’s right to assign or reassign duties, work hours and/or responsibilities for this job at any time.

Disclaimer: This job description is only a summary of the typical functions of this position and should not serve as an exhaustive or comprehensive list of all the possible duties, tasks and responsibilities being performed by people assigned to this classification. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Experience/Education Preferred 2-4year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; Proficiency in Salesforce And/or 4 plus years managing hospitality team with Rooms Division Experience.

Certificates & Licenses Valid State Driver’s License

Language Ability Able to speak clearly and effectively with Members, guests, co-workers, vendors, and other Yellowstone Club departments. Able to write clearly and legibly. Math Ability Able to perform basic math calculations.

Reasoning Ability Ability to solve basic problems and/or know when it is necessary to get a manager to assist in problem solving.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work for this position is usually performed in a climate-controlled environment. However, the employee may be required to work outside in extreme heat, cold, rain, wind, snow, or inclement weather as the demands of the position so dictate.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is constantly required to talk and/or hear. The employee is constantly required to stand and walk, climb, or balance and stoop, kneel, bend, crouch, or reach with hands and arms. The employee is also required to have visual acuity to perform an activity such as but not limited to preparing and analyzing data and figures, reading plans and project related materials, visual inspection involving property maintenance, drive a Club vehicle, inspect for hazards and safety violations, and/or operate machinery as related to the position.

Receipt and Acknowledgment I acknowledge and understand that:

• The job description provides a general summary of the position in which I am employed. The contents of this job description are requirements, and, at this time know of no limitations which would prevent me from performing these functions with or without accommodation. I further understand that it is my responsibility to inform my supervisor if at any time I am unable to perform these functions.
• Job duties, tasks, work hours and work requirements may be changed at any time due to business demands, by the Club.
• Acceptable job performance includes completion of the job responsibilities as well as compliance with the policies, procedures, rules, and regulations of Yellowstone Club.
• I have read and understand this job description as outlined herein. I have been allowed to ask questions to clarify any points listed on this job description

Yellowstone Club offers great benefits including:

• Medical, Dental, and Vision Benefits
• Free transportation to and from Bozeman
• Complimentary shift meals
• 401k eligibility and bi-weekly match
• Access to onsite fitness center 24/7
• Discounted Employee Housing in Big Sky or Gallatin Gateway
• Discounts to over 1000 retailers through ADP LifeMart and Expert Voice
• End of season Employee Appreciation Day and retail sale
• Access to Employee Store in Bozeman
• Two employee ski days at the Yellowstone Club each month
• Discounted Ski Pass to either Big Sky Resort or Bridger Bowl

For more information about the Club, visit www.yellowstoneclub.com.

To apply, please visit www.yellowstoneclub.com and click on "YC Careers" at the bottom of the homepage.