Assistant Guest Registration Director
Company: YMCA of the Rockies
Location: Granby
Posted on: May 28, 2023
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Job Description:
POSITION SUMMARY: This position supports the work of the YMCA of
the Rockies, Snow Mountain Ranch, which operates a mission-based
family and group conference and retreat center, and a residential
camp, serving more than 50,000 annually. The Assistant Guest
Registration Director is primarily responsible for overseeing Guest
Registration operations with a high priority on guest service;
overseeing and mentoring year-round staff, seasonal staff,
volunteers and interns, and maintaining the integrity and accuracy
of financial transactions. OUR MISSION AND CULTURE: We firmly
believe in our mission of putting Christian principles into
practice through programs, staff and facilities in an environment
that builds healthy spirit, mind and body for all. We are committed
to being welcoming to all people and to making a difference in the
lives of our members, guests and staff. We count on our staff to
provide extraordinary mission-based experiences for our guests and
for each other. ESSENTIAL FUNCTIONS: Professionally represent YMCA
of the Rockies management in any significant problem-solving
issues, guest or staff complaints and emergencies, especially
during times when other management is not present. Escalate
appropriate issues to upper management in a timely manner.
Communicate all complaints and issues with upper management as soon
as practical. Oversee and ensure that all Guest Registration
seasonal staff, switchboard staff and Guest Registration Managers
and Leads are trained to proficiency. Critique and ensure that all
training documentation and resources are current, accurate and
presented in an effective and professional manner. Evaluate staff
for appropriate understanding. Oversee and mentor Guest
Registration Managers and seasonal staff leads, switchboard
staff/volunteers, front desk staff, Mountain Hub volunteers, and
Hopi Campgrounds staff/volunteers to foster team unity, exceptional
customer service and high accountability. Demonstrate a team
attitude and a willingness to perform any task for which we expect
our staff to perform. Maintain the knowledge, proficiency and
willingness to perform any task for any position within the
department, not only to demonstrate team cooperation but to help
cover when staffing shortages arise, due to sudden illnesses or
other scheduling needs. Screen, interview and hire all seasonal
staff for the Guest Registration Department. Conduct performance
appraisals for all seasonal staff, volunteers and interns at the
completion of their employment. Review all appraisals with the
Director of Operations prior to discussing with staff. Discuss all
staff concerns with Director of Operations before initiating any
counseling, warnings or disciplinary action. Oversee the scheduling
of and the hours worked by all seasonal staff to minimize overtime
hours in support of the department's budget. Oversee the Guest
Registration Department's International Training Program, including
the reviewing of applications, interviewing and selection of
applicants as well as overseeing the training, mentoring and
evaluation of our international interns and the appropriate
completion of required documentation. Meet weekly with the
Conference Office management to identify and address upcoming
concerns and needs in advance. Work with the Marketing Department
to revise guest information presented through the YMCA of the
Rockies website, and to guests checking into our lodging. Review,
revise and support production of SMR summer, winter, yurt and
campground maps, and guest information binders. Assist Director of
Operations with creation of the budget for Guest Services
operational and staffing expenses, and identifying appropriate
timing of purchases. Coordinate effective staff sharing with the
Conference Office, Center Services and Housekeeping, and other
departments, in order to maximize staffing efficiency, minimize
overtime and improve guest satisfaction. Implement effective
cross-training of staff to maximize efficiency and flexibility.
Meet at least once a week with the Director of Operations to review
unique guest experiences, all operational and staffing concerns as
well as successes and celebrations. Respond to guest surveys when
information provided relates to service provided by the Front Desk,
or when directed to do so by the Director of Operations. Provide
oversight on all donor and VIP reservations to ensure quality
experience. Provide guest inventory management, ensuring maximum
efficiency of cabin and lodge room use and appropriate assignments
for maximum guest satisfaction for family and individual guests.
Oversee operation of Hopi Campgrounds from mid-May through
September. Must be willing to work a flexible schedule that may
include evenings, weekends and holidays. Must have above average
computer skills including exceptional knowledge of the YMCA
property management software (Maestro) and good knowledge of
Microsoft Office applications. Must converse in English
face-to-face, via telephone and two-way radio, and read & write
English. Must work well with frequent interruptions in a busy
environment. REQUIREMENTS/QUALIFICATIONS: Bachelor's Degree in
Hospitality or related field preferred, but a combination of
education and experience may be substituted. At least two years of
management-level experience, preferably in the Hospitality
Industry. Ability to lift 40 pounds to a height of 4 feet. GENERAL
YMCA OF THE ROCKIES REQUIREMNTS: Uphold and reflect the YMCA core
values of Caring, Honesty, Respect, Responsibility and Faith in all
functions Uphold the YMCA of the Rockies Mission, policies, and
programs. Possess and demonstrate excellent customer service
skills; for example, friendly, personable, helpful, patient, and
professional. Support the YMCA of the Rockies safety program.
Promote safe work practices and a safe environment for guests,
members, and staff. Promote a cooperative, positive, and flexible
atmosphere while working with others in a diverse community. Must
meet acceptable criminal background check standards. All other
duties as assigned. WORK ENVIRONMENT & 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. Must be able to climb stairs, kneel, stoop
and bend Must be able to stand for periods in excess of two hours
Must be able to function in loud and hectic environments Note:
Employees are held accountable for all duties of this job. This job
description is not intended to be an exhaustive list of all duties,
responsibilities, or qualifications associated with the job.
COMPENSATION PACKAGE & EMPLOYEE PERKS: Health, dental, and life
insurance Generous PTO/Vacation Participation in YMCA Retirement
Fund (an additional 12% contribution by YMCA after 2 years
employment) Employer owned rental housing may be available nearby -
Contact Human Resources for more information YMCA of the Rockies
membership Discounted childcare, summer day camp, and summer
overnight camp Discounted nights at YMCA of the Rockies lodges for
friends & family Ski and golf passes to nearby resorts & courses
Free or discounted gear rentals for outdoor adventures View all
YMCA of the Rockies employee perks by visiting
https://jobs.ymcarockies.org/year-round-jobs #mon
PDN-99375791-7970-40ca-a907-fbf5d40d4ad5
Keywords: YMCA of the Rockies, Denver , Assistant Guest Registration Director, Executive , Granby, Colorado
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