Guest Registration Director

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 leads 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.

ESSENTIAL FUNCTIONS:

• Oversee the Guest Registration Department’s operations, establish consistent service standards, and implement improvements that support a welcoming, professional, and efficient guest experience.
• Respond to and resolve guest and staff concerns using sound judgment, professionalism, and effective communication. Promptly escalate issues to the General Manager when appropriate.
• Collaborate with department directors and the General Manager to coordinate services and address issues affecting the guest experience.
• Manage lodging inventory to maximize cabin and lodge room utilization and coordinate room readiness and cleaning priorities with Housekeeping and other departments.
• Oversee the YMCA Post Office’s daily operations, staffing, service standards, and adherence to applicable operating requirements.
• Directly or through designated supervisors, recruit, screen, interview, hire, train, schedule, and evaluate year-round and seasonal staff and volunteers in the Guest Registration Department and YMCA Post Office.
• Develop staff and supervisors through clear expectations, regular feedback, coaching, mentoring, and ongoing training.
• Plan staffing coverage to meet operational demands and promote staff sharing and cross-training across departments to improve efficiency and maintain consistent guest service.
• Oversee the administration and coordination of the Guest Registration Department’s International Trainee Program.
• Develop, monitor, and manage annual department budgets that support Association goals and strategic plans.
• Review, code, and approve department invoices within established approval authority.
• Ensure accurate guest transactions and compliance with established accounting procedures, cash-handling practices, and financial controls. Train staff in these procedures and controls.
• Generate and analyze reports on department performance, lodging utilization, staffing, and financial results to support management decisions.
• Maintain a working knowledge of guest service systems and office equipment, including property management, point-of-sale, telephone, lock, and credit card payment systems.
• Support basic troubleshooting, coordinate with technical staff or vendors to resolve issues, and ensure staff receive training to use systems and equipment accurately and efficiently.
• Drive YMCA vehicles as needed to carry out assigned duties and support Guest Registration operations.

REQUIREMENTS/QUALIFICATIONS:

• A minimum of three years of management experience in the hospitality industry.
• Demonstrated experience supervising, coaching, and developing staff.
• Experience managing budgets and applying accounting procedures and financial controls.
• Excellent judgment, leadership, problem-solving, and communication skills.
• Ability to resolve guest and staff concerns professionally and collaborate effectively across departments.
• Strong computer literacy, including proficiency with Microsoft Office applications and Microsoft Teams.
• Ability to speak, read, and write fluently in English.
• A valid U.S. state-issued driver’s license, an acceptable driving record, and the ability to meet YMCA requirements for operating YMCA vehicles.
• Ability to work a flexible schedule that includes evenings, weekends, and holidays, with availability for on-call support as assigned.

GENERAL YMCA OF THE ROCKIES REQUIREMENTS:

• Uphold and reflect the YMCA core values of Caring, Honesty, Respect, Responsibility and Faith in all functions.
• Uphold the YMCA of the Rockies Mission, policies, and programs.
• Possess and demonstrate excellent customer service skills; for example, friendly, personable, helpful, patient, and professional.
• Support the YMCA of the Rockies safety program. Promote safe work practices and a safe environment for guests, members, and staff.
• Promote a cooperative, positive, and flexible atmosphere while working with others in a diverse community.
• Attend required abuse of risk management training and report suspicious or inappropriate behaviors and policy violations.
• Commitment to diversity, equity, inclusion, and antiracism is required.
• Support organizational environmental sustainability goals through regular and effective collaboration and communication with sustainability leadership.
• Must meet acceptable criminal background check standards.
• All other duties as assigned.

WORK ENVIRONMENT & PHYSICAL DEMANDS:

• The physical demands described here are representative of those required to successfully perform the essential functions of this position.
• Ability to lift and carry 40 pounds for a distance of 30 feet or more.
• Ability to remain stationary for periods exceeding two hours.
• Ability to stand for periods exceeding two hours.
• Ability to manage multiple tasks and remain productive in noisy, busy, and distracting environments.
• Ability to work indoors and outdoors in all weather conditions.
• Ability to climb stairs, kneel, stoop, and bend.

ENVIRONMENTAL SUSTAINABILITY COLLABORATION:
Support organizational environmental sustainability goals through regular and effective collaboration and communication with sustainability leadership.

ADDITIONAL INFORMATION:
YMCA of the Rockies is a Praesidium-accredited organization. The YMCA of the Rockies hiring process reflects the values and goals of Praesidium and other accredited organizations. For more information regarding Praesidium accreditation, please visit https://www.praesidiuminc.com/.

Note: Employees are held accountable for all duties of this job. This job description is not intended to be an exhaustive list of all duties,
responsibilities, or qualifications associated with the position.