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Lead guest services in the Colorado Rockies-manage operations, mentor teams, and create unforgettable experiences at Snow Mountain Ranch.
Job Description
POSITION SUMMARY:
This position supports the work of the YMCA of the Rockies - Snow Mountain Ranch, a family and conference/group retreat center and residential camp serving more than 50,000 guests annually. The Assistant Guest Registration Director oversees the daily operations of the Guest Registration division of the Guest Services Department, including Front Desk, Switchboard, Campgrounds and Night Audit functions, with a strong emphasis on delivering exceptional guest service. This role is responsible for supervising, training, and mentoring year-round staff, seasonal employees, volunteers, and interns, while ensuring the accuracy and integrity of guest records and financial transactions. The Assistant Director also supports departmental planning, process improvement, and cross-departmental collaboration to enhance operational efficiency and the overall guest experience.
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. YMCA of the Rockies staff are key players in helping cultivate an environment of healthy living, youth development, and community impact on our breathtaking properties outside Rocky Mountain National Park. This is a place where nature inspires, and staff lead with heart. We are committed to being welcoming to all people and to making a difference in the lives of our members, guests and staff. The work each staff member does matters. We count on our staff to provide extraordinary mission-based experiences for our guests and for each other.
Qualifications
REQUIREMENTS/QUALIFICATIONS:
-Bachelor's degree in Hospitality Management, Business Administration, or related field preferred.
-Minimum of 4 years of management experience, preferably in hospitality.
-Possess a valid, USA state-issued driver's license, an acceptable driving record, and comply with YMCA driving rules to be approved to operate YMCA vehicles.
-Demonstrated leadership, interpersonal, and staff development skills with a focus on guest service excellence.
-Strong organizational skills with attention to detail and ability to meet deadlines.
-Excellent written and verbal communication skills.
-Proficiency in Microsoft Office and strong keyboarding skills.
-Ability to multitask and perform effectively in a fast-paced, high-pressure environment.
-Flexible schedule, including evenings, weekends, holidays and occasional night shifts.
-Fluent in English (reading, writing, and speaking).
-Ability to stand, sit, and move throughout the property for extended periods.
Essential Functions
ESSENTIAL FUNCTIONS:
-Represent leadership in resolving guest/staff concerns and operational issues; escalate as needed.
-Lead, coach, and evaluate Guest Registration, Front Desk, Campgrounds, Night Audit, Switchboard, and seasonal teams.
-Supervise departmental staffing (managers, auditors, front desk attendants, and volunteers).
-Foster a collaborative, service-focused team culture and provide hands-on operational support as needed.
-Recruit, hire, onboard, train, and evaluate year-round & seasonal staff, volunteers, and interns.
-Oversee performance management and partner with senior leadership on evaluations and disciplinary actions.
-Maintain and update training programs, materials, and standards across all guest services functions.
-Oversee international training and hospitality internship programs.
-Manage daily guest registration operations, including scheduling, staffing, and labor budget adherence.
-Oversee reservations, inventory management, and VIP/donor guest experiences.
-Supervise campground and seasonal lodging operations.
-Coordinate cross-department collaboration to improve efficiency and guest satisfaction.
-Support development and management of departmental budgets and purchasing priorities.
-Maintain operational documentation, training manuals, and guest-facing materials.
-Utilize property management systems, reporting tools, and Microsoft Office to support decision-making and daily - operations.
-Possess strong technical skills in computer software systems and have the ability to quickly learn, integrate, and provide training on all new and existing systems.
-Communicate effectively across teams and maintain professionalism in a fast-paced environment.
-Perform business office functions including cash handling, deposits, billing resolution, and invoice processing.
-Oversee POS transactions, reconciliations, and financial reporting accuracy.
-Support accounts payable, credit card reconciliation, and income audit processes.
-Serve as a liaison with banking partners and assist with financial system troubleshooting.
-Support Night Audit operations, training, scheduling, and issue resolution.
-Ensure daily revenue audits and reconciliations are accurate and complete.
-Oversee incident reporting processes and ensure compliance with organizational standards.
-Provide backup Night Audit coverage during periods of staffing gaps, turnover, or employee absences to ensure continuity of overnight operations.
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