Job Description

Key Areas of Responsibility

1. Operational Leadership & Oversight

• Daily Operations: Oversee the day-to-day functions of all hotel departments, including Front Office, Housekeeping, Engineering, ensuring adherence to brand standards and SOPs.
• Quality Assurance: Conduct regular property inspections (A-team walks) to maintain optimal physical condition, cleanliness, and operational readiness.
• Problem Resolution: Serve as the final escalation point for guest and operational issues, resolving complex situations effectively and professionally.

2. Financial & Business Management

• Revenue Management: Work closely with the Sales and Revenue teams to optimize pricing strategies, occupancy rates, and average daily rate (ADR).
• Purchasing & Inventory: Oversee effective inventory control and departmental purchasing to minimize waste and ensure cost-effective operations.

3. Team Management & Development

• Employee Relations: Champion a positive, inclusive, and engaging work environment.
• Training & Mentoring: Identify training needs, facilitate departmental training, and directly mentor department heads (e.g., Front Office Manager, Executive Housekeeper) for career growth and performance improvement.
• Performance Management: Participate in the hiring, on-boarding, performance reviews, and disciplinary processes for management and staff.

4. Guest Experience & Brand Loyalty

• Service Culture: Lead by example to foster a genuine, service-focused culture that drives repeat business and positive reviews.
• Guest Feedback: Monitor and analyze guest feedback platforms (e.g., GSS, TripAdvisor, Medallia) and develop action plans for continuous service improvement.
• Community Relations: Act as a representative of the hotel in the local community and with key business partners as directed by the GM.

Success Metrics (How Performance is Measured)

• Guest Service Scores (GSS/NPS): Achievement of target scores for overall satisfaction and key service attributes.
• Associate Engagement: Positive results on employee satisfaction surveys (e.g., high response rates, positive engagement scores).
• Brand Audit Compliance: Achieving high scores on all internal and external brand/quality assurance inspections.

Yellowstone National Park is something everyone should see at least once in a lifetime, and our Laurel hotel is the perfect place to stay while discovering the beauty of this region.
Our Yellowstone area hotel features a hot tub, plenty of truck parking and a friendly staff. Our complimentary full breakfast is hearty, delicious and the perfect start to your day. Indulge in biscuits and gravy, waffles, Danishes, fruit, and bagels. Chilled juices and Folgers complete the most important meal of the day.
Depend on our Laurel, Montana hotel to be your home away from home as you discover the beauty of the Park. Bear Tooth Pass near Red Lodge is just minutes away, and there is an incredible golf course and sporting events at the nearby sports complex. From rodeos to concerts, there is plenty to do beyond Yellowstone, too.

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