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Assistant Guest Registration Director

Company: YMCA of the Rockies
Location: Granby
Posted on: May 28, 2023

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 #mon PDN-99375791-7970-40ca-a907-fbf5d40d4ad5

Keywords: YMCA of the Rockies, Denver , Assistant Guest Registration Director, Executive , Granby, Colorado

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