Director Of Employee Housing
Yellowstone Club

The Yellowstone Club is seeking a Director of Employee Housing!

Beautiful Big Sky, Montana!

Year-round

Director Of Employee Housing

Yellowstone Club
Location:
Big Sky, Montana
Experience:
Previous experience required
Start Date:
Starts in about 1 month. (Apr 01, 2022)

The Yellowstone Club located in Big Sky, Montana is seeking a Director of Employee Housing to join their team!

The Purpose of this position is to create and maintain a customer-driven focus that inspires associates to do their best. Provide overall leadership for multiple assets and be responsible for balancing premier resident relations with meeting the Company’s financial & strategic objectives. The Director of Employee Housing should manage through personal influence, executive presence, and persuasion. They will grow accustomed to leading in a growing organization, drawing on company resources, across departments, to achieve stated business goals.

The Director of Employee Housing is pivotal in managing the relationship of our residents with our Operations team which consists of on-site Area Managers, Community Managers, Project/Operations Managers, Resident Relations, and our Maintenance team. The Director of Employee Housing collaborates with all team members to promote a cohesive operating environment that enhances the Yellowstone Club’s relationship with its residents and offers them an unparalleled level of service.

The Director of Employee Housing is responsible for multiple assets within a geographical area. Additionally, they oversee escalated resident relations issues, lead weekly cross functional team meetings for their assets, and provide guidance and mentorship to Team Members and Managers in the areas of business acumen, financial performance, strategic planning & talent management. The Director of Employee Housing should constantly be thinking about value creation and income maximization of their assets. New ideas, strategies, issues, and concerns should be communicated to their Vice President on a regular basis.

Major Responsibilities:

 Resident Focused Service:

  • Create an environment of unparalleled hospitality for prospective residents, residents, and vendors. Respond to and resolve requests and concerns in a timely and mutually beneficial manner. Ensure follow up occurs in all situations to achieve timely resolution and satisfaction.
  • Ensure a proactive approach in servicing residents is adopted for all key resident touch points with an emphasis on the resident’s application, move in, service request, seasonal renewal and move out experience. Serve as the customer relations manager by maintaining a strong resident feedback loop for these experiences.
  • Identify and understand on-site resident preferences to create a sense of community for residents. Assist in the development of on-site programs that enhances the personality and unique features of the housing community while accommodating resident preferences.

Manage Collaboratively:

  • Collaborate with the other VP/Directors and departments as well as Human Resources to achieve and maintain maximum occupancy/availability goals.
  • Maintain a favorable working relationship with all company employees to foster and promote a positive working environment.
  • Communicate with Key Leaders including Human Resources and Recruitment weekly (at minimum) to identify where Employee Housing assistance is needed to support the hiring and retention process of our employees. Collaborate and implement a strategy that drives occupancy results while balancing the demands and pricing of incoming and current residents.
  • Empowered to guarantee total guest satisfaction, always display hospitality and professionalism to our members, guests, residents, and employees. Take pride in representing Yellowstone Club professionally with our members, guests, residents, and employees and assure that all transactions with stakeholders are handled in a legal and ethical manner.

 Business Operations:

  •  Evaluate key metrics for the Employee Housing Division (resident feedback, employee feedback and financial performance) to ensure company objectives are met. Establish community objectives and monitor progress towards objectives.
  • Recruit, mentor, and hold associates accountable to policies and procedures and to perform at an optimal level by setting goals that are in alignment with company key results and expectations. Develop team by ensuring they have the appropriate training and resources needed to excel. Make recommendations regarding Human Resources issues; evaluate work of staff.
  • Partner with the Revenue Management and VP/Executive team to ensure “right pricing” is in place within housing, to include competitive analysis, market awareness, etc.
  • Manage on-site revenue and expenses to business plan and provide explanations for monthly financial variances. Assist with preparing budgets and forecasting.
  • Investigate and identify potential opportunities to increase revenue or improve efficiencies designed to boost financial performance of the asset.
  • Oversee Employee Housing projects to ensure timely completion with minimal disruption to our residents and prospects. Communicate concerns to the appropriate owner of the issue for immediate attention.
  • Accountable for overall maintenance and aesthetics of the Employee Housing Assets with support from service team and Residential Services as necessary.
  • Understand and apply all property safety and security procedures to maintain a secure and safe environment for members, guests, residents and employees at all times.  In the event of an accident or emergency, seek medical attention if necessary and contact the General Manager or Human Resources immediately. 
  • On call for any after hour emergencies.
  • Perform other related duties as assigned.

 Other Essential Job Expectations: 

  • Demonstrate initiative, personal awareness, professionalism, positive attitude, and integrity, exercise high quality customer service and leadership in all areas of performance. Project a professional image and demeanor. Understand, apply, and comply with all company policies and procedures.
  • Ensure direction is provided for assignments in terms of desired outcome (goals), timing and budget. reviewed/measured in terms of meeting organizational objectives.  Ensure all annual reviews are performed timely including seasonal and Annual employees. Complete employee coaching and training in compliance with Yellowstone Club standards.
  • Provide day-to-day oversight of staff for adherence to policies, procedures, safety, and budgetary guidelines. Ensure performance is in line with company standards. Monitor staff performance and is responsible for training/coaching their team. Work collaboratively with Vice President to create an annual and 5-year strategic plan.  Execute and drive the achievement of the overall strategic plan.
  • Develop and provide solutions for a variety of problems based on established precedents and policies. Weigh options to determine solutions that balance superior customer service and financial objectives.
  • Ability to communicate clearly and effectively in English, both verbally and in writing. Multi-lingual ability a plus.
  • Frequent standing, sitting, walking, stooping, bending, climbing stairs, and lifting objects of up to 25 pounds. Ability to drive a motor vehicle.
  • Project a favorable image of Yellowstone Club to Members and guests at all times.
  • Must be able to work flexible work hours/schedule including evenings, weekends and holidays. Long hours may be required due to business demands.
  • Collaborate with Vice President of Residential Services to develop and design procedures, policies, and operations of the division to meet and exceed the quality standards
  • Create, oversee, and manage a capital improvement plan for department annually.

Experience/Education Required:

  • Bachelor’s Degree or equivalent work experience in field/services and luxury hospitality
  • 5+ years of managerial experience
  • 5+ years of customer service
  • Revenue management experience a plus
  • Detail oriented and organized, able to multi-task
  • Effective communication at multiple levels in the organization
  • Ability to work and be successful in an ever-changing environment and high growth department
  • Business $ financial Acumen with ability to read and interpret financial statements
  • Budget creation and accountability, P&L presentations, and Strategic planning
  • Previous housing or multifamily experience 
  • Proven track record of talent management
  • Proficient with Microsoft office suite

Certificates & Licenses:

  • Valid Driver’s License
  • Industry certifications preferred (CCAM, CMC, AMS, PCAM)

The position offered is a full-time, year-round position located in Big Sky, MT.  Yellowstone Club offers great benefits including medical, dental, vision, a 401k program with company match, a free ski pass, free transportation from Bozeman to the Club upon hire, a complimentary meal each day, ski days each month for employees to enjoy the mountain, and outdoor activities to enjoy in the summer months. Plus, you get to work at one of the most incredible places on earth.  For more information about the Club, visit www.yellowstoneclub.com.

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