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*Administration
*Guest Service & Marketing Director
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Job Title: Guest Service and Marketing Director
Reports to: General Manager Wage: DOE
Exempt/Non-Exempt: Exempt Status: Full Time/Year Round Round
Job Summary: The Guest Service and Marketing Director oversees and integrates the strategy of all revenue departments, including Food & Beverage, Snowsports School, Retail, Rental/Repair, Events, and the Marketing team at Red Lodge Mountain. This position works directly with the General Manager, the team of directors, and ownership to develop, communicate, and implement company goals and initiatives.
Essential Job Responsibilities/Duties/Tasks include the following; other duties may be assigned:
Key Responsibilities
- Develop and implement a clear business plan to drive incremental growth in revenue at the Red Lodge Mountain, including the RLM Golf Course and Events.
- Fully accountable for all revenue department’s and marketing team’s goals and their integration into the overall company goals and initiatives.
- Oversee marketing strategies at Red Lodge Mountain that includes overall marketing efforts for sales, management of all social media channels, media/ad buying and scheduling (digital, print, radio, outdoor, etc.), public relations, branding efforts, development of collateral material, including copy writing and layout and interactive marketing.
- Be the champion for marketing and revenue generating initiatives throughout all departments at Red Lodge Mountain.
- Lead and exemplify guest service initiatives across the company.
- Create and oversee revenue, ticket sales, and season pass sales budgets in partnership with the General Manager.
- Build strong, positive relationships with key stakeholders outside of direct reports; including ownership, the towns of Red Lodge and Billings, media outlets, the ski industry, and other important partners.
- Compile data and prepare reports regularly to account for and track strategic goals.
Additional Responsibilities
- Participate effectively on all weekly calls with ownership and sister properties in Lake Tahoe.
- Collaborate and find synergies with sister properties.
- Enforce compliance with all local, state, and federal rules and regulations regarding website and all marketing collateral.
- Serve as one of the primary company representatives for all media and press interviews and comments.
- Train and direct managers on utilization of budgets.
- Work with Human Resources to interview, hire, train, and appraise performance of marketing and revenue department managers.
- Provide supervision and guidance to marketing and revenue department managers in accordance with RLM policies and State/Federal employment laws.
- Maintain marketing and revenue department managers work schedules including assignments, job rotation, training, vacations and paid time off, cover for absenteeism, and overtime scheduling.
- Responsible for promoting a positive attitude within the organization; maintain and enhance a team-oriented culture with all departments and demonstrate a collaborative attitude.
- Periodically serve as a director on duty schedule on assigned days or anytime as necessary.
- Respond to guest and employee complaints appropriately and in a timely manner.
- Act as Red Lodge Mountain’s representative within the local community and at industry-specific functions as necessary.
- Assist subordinates and other departments in performing duties whenever necessary.
Skills and Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.
Required:
- Excellent communication, leadership, and interpersonal skills.
- Very strong analytical skills and data-driven approach to problem-solving.
- Highly organized and able to adapt quickly to changing priorities.
- Passion for and track record of guest services.
- Proven leader with the ability to maintain excellent customer service during high stress situations.
- Current understanding of marketing principles, with a focus on online marketing strategies and ability to develop and direct their implementation.
- Experience with complex budgeting and multi-department financial reporting.
- Excellent computer skills, including Excel, Word, and Outlook.
- Technological aptitude and enthusiasm for leveraging technology to achieve business objectives.
- Ability to practice a high level of confidentiality.
- Available to work holidays and/or weekends.
- Safety orientated and able to train employees on safety procedures of equipment used.
- Outdoor enthusiast with proficiency in downhill skiing or snowboarding.
Experience/Education
Required:
- High School Diploma or equivalent with college degree preferred.
- 5-7 years previous experience in the revenue and/or guest service environment at the manager or director level, preferably with a P&L responsibility.
Preferred:
- Experience in customer-centric industries such as hospitality, restaurant, travel, etc.
- Experience with RTP software or other enterprise POS/ERP software
- Experience with Business Intelligence software (MS Power BI, Oracle, Tableau, etc)
Physical Requirements: 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to stand sit and talk and hear. The employee frequently is required to use a computer. Specific vision abilities required by this job include close vision, distant vision, color and peripheral vision, depth perception and ability to adjust focus. Ability to travel to maintain equipment at mid-mountain and at the summit of the mountain. Must be capable of walking on uneven terrain and snow and ice. Skiing or snowboarding on occasion will be required.
Equipment Used:
- Computer
- Ski Lift
- Telephone
- Two-way radio
Working Conditions: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee mostly works in a small office environment but occasionally works in outside winter weather conditions. They will be occasionally exposed to extreme cold, windy, and wet conditions.
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