Lodging Operations Manager

Year Round
JOB TITLE: Lodging Operations Manager

DIVISION: Lodging

REPORTS TO: Director of Lodging

LOCATION: Solitude Resort Lodging

CLASSIFICATION: Full time / Year Round

PURPOSE OF POSITION: Alongside the Director of Lodging, oversee the day-to-day lodging operations. Implementation and follow-through of the proper training, leadership and motivation of employees to ensure a premier employee and guest experience.

SPECIFIC JOB REQUIREMENTS:

• Previous management experience in Lodging operations
• Must possess exceptional problem-solving skills
• Must be able to remain calm and organized under pressure
• Must have exceptional listening and people skills, ensuring issues are resolved
• Must be able to prioritize tasks and workload
• Must exercise consistency with staff and guests
• Experience developing, leading, and coaching staff
• Must be able to prepare budgets and provide financial reporting
• Must possess strong computer literacy and knowledge of system integrations
• Must possess strong verbal and written communication skills
• Passion for hospitality industry and working at Solitude Mountain Resort
• Must be a team player and able to work well with others

JOB DUTIES AND RESPONSIBILITIES:

• Oversee day-to-day operations of the Front of House and Housekeeping departments
• Ensure all policies, procedures, and standards are followed and consistently met
• Perform routine checks of hotel and rental units to ensure quality and readiness
• Oversee daily housekeeping task management to ensure timely preparation of rooms, condos, and homes
• Work alongside the maintenance department to ensure timely completion of work orders
• Provide guidance for ordering and inventory of supplies (amenities, janitorial, linens, front desk supplies)
• Ensure guest satisfaction by responding to all issues in a timely and professional manner
• Serve as the primary point of contact for guests during and after their stay
• Provide warm, hospitable service and resolve guest concerns effectively
• Monitor guest feedback through surveys and follow up as needed
• Handle guest emergencies and incidents with calm and effective response
• Lead operational initiatives that directly impact guest satisfaction scores and departmental efficiency
• Oversee hiring, onboarding, training, and development of Front of House and Housekeeping teams
• Provide regular employee feedback, coaching, development plans, and disciplinary action as needed to maintain a strong team and build a robust leadership pipeline
• Set performance goals for team leaders and ensure alignment with departmental KPIs
• Create and maintain training manuals; ensure communication of up-to-date information and procedures
• Identify and implement process improvements across Front of House and Housekeeping operations
• Foster a positive, team-oriented culture and support employee engagement initiatives
• Fill in operational roles as needed (Front Desk, Housekeeping, etc.)
• Create, manage, and maintain accountability for departmental budgets; monitor monthly performance and report deviations
• Assist with inventory management in the property management system (SMS)
• Analyze and report key performance metrics and contribute to strategic planning
• Perform and oversee all front desk operations including check-in/out, folio disputes, guest inquiries, etc.
• Maintain knowledge of audit procedures, reporting, and Shift4 payment systems
• Manage reservations: ensure accuracy, process deposits, and monitor daily activity
• Ensure unit photos and descriptions are accurate to align with guest expectations
• Maintain strong relationships with property owners and third-party partners
• Serve as the primary contact and oversight for OTA and TA listings
• Maintain thorough knowledge of SMS, Inntopia, and its integration with other systems
• Utilize all systems effectively, efficiently, and ensure appropriate training
• Ensure compliance with all health, safety, and sanitation regulations
• Oversee safety training and emergency preparedness
• Manage incident reports and ensure proper documentation and follow up
• Support and implement sustainable initiatives where applicable
• Attend and contribute to management meetings
• Collaborate with Director of Lodging, lodging team, other resort departments, and stakeholders to ensure operational efficiencies, alignment on processes, and enhanced employee and guest experiences

EDUCATION AND EXPERIENCE:

• University Degree or equivalent experience and 7 years' experience in Lodging
• 2+ years of leadership experience

Perks of Working Here:

Work & Play in the Mountains:

• Embrace the stunning Wasatch Mountains.
• Connect with fellow mountain enthusiasts.

Benefits:

• Access to select Alterra Mountain Company Destinations.
• Free Solitude season pass for you and eligible dependents.
• Discounts on solitude lift tickets for friends and family.
• Discounts on food, rentals, retail, and lessons.

Other Perks:

• Comprehensive medical, dental, vision, and life insurance for eligible employees
• Pro deals with outdoor brands.
• Generous 401(k) plan with company match.
• Free counseling service through Employee Assistance Program.