Title: Director of Guest Services (Executive Member)
Reports to: Executive Director
Classification: Core Staff / Full Time Exempt
Supervises: Guest Services, Kitchen, Housekeeping and Gift Store
Position Overview
The Director of Guest Services supervises the Guest Services, Kitchen, Housekeeping and Gift Store departments by remaining in close contact with each department’s manager in order to ensure that the operations of the department are conducted in a strategic manner that delivers an extraordinary customer service experience to guests. The Director of Guest Services serves on the Executive Team and reports to the Executive Director.
Departments Supervised
Guest Services
The Guest Services department is responsible for registrations, communications with guests, managing group blocks and room inventory, in addition to welcoming day visitors and participants checking in on the land.
Key positions in department:
- Guest Services Associates
- Registrar
Kitchen
The Kitchen department is primarily responsible for creating meals 3-times per day, 7-days per week in service of both customers and staff members who reside on the property. In addition, kitchen staff prepare occasional snacks and large-scale banquets.
Key positions in department:
- Manager of Kitchen
- Lead Cooks
- Prep Cooks
- Rota (Cleaning) Coordinator
Housekeeping
The Housekeeping department is responsible for the regular cleaning of two large lodges that consist of 70 rooms total in addition to rooms located on a “satellite” campus. The department is also responsible for maintaining the cleanliness of program spaces and selected public spaces that directly impact customer experience, so strong attention to the performance of this department is critical for ensuring that Drala Mountain Center is perceived as a clean and enjoyable place in which to spend time.
Key positions:
- Manager of Housekeeping
- Housekeeping Associates
Gift Store
The Gift Store is run as a retail establishment that is primarily responsible for generating revenues by selling physical merchandise at the physical store.
Key positions in department:
- Gift Store Manager
- Gift Store Associates
Specific Responsibilities
- Oversee the development of department budgets.
- Management:
- Serve as an active member of the Leadership Team and participate in inter-departmental strategies.
- Prioritize and multi-task the management and coordination of several diverse departments and personnel.
- Understand basic workings, needs, and challenges of the supervised departments.
Required
- Proven experience with building revenue through a customer-service oriented strategy.
- Minimum of 3 years of management and systems management experience.
- Applicant must be 25 years of age or older.
Desired Qualifications
- Knowledge and understanding of Drala Mountain Center’s vision and mission is preferred but not required.
- Good interpersonal communication and problem-solving skills.
- Experience and/or working knowledge of all supervised departments is preferred but not required.
- Experience in hospitality related industry.
- Building management.
Compensation & Benefits
Contact for Salary, Housing, and Meal-plan details.