Director, Hotel Operations

At Pursuit, we offer more than just a place to visit, we create opportunities for our guests to truly connect with iconic destinations. Our experiences include world-class attractions and distinctive lodges, all designed to highlight the unique beauty of each location. Beyond that, we offer thoughtfully crafted restaurants, retail, and transportation services that help our guests immerse themselves fully in the experience. What ties it all together are the friendly faces you’ll find along the way, the thoughtful amenities, and the delightful details that make every visit feel personal and unforgettable.

Lead in one of North America's most spectacular destinations. Nestled at the doorstep of and within Glacier National Park, Pursuit's Glacier Park Collection offers more than a career opportunity, it offers the chance to shape unforgettable guest experiences in a place defined by breathtaking landscapes, iconic hospitality, and a deep connection to the outdoors. As Director of Operations, you'll play a critical leadership role overseeing our collection of lodges, inspiring exceptional teams while helping create memories that last a lifetime for guests from around the world.

The Director of Operations for Pursuit’s Glacier Park Collection is a key member of a collaborative and entrepreneurial senior management team. Reporting directly to the Vice President and General Manager for the Glacier Park Collection, the Director of Operations is responsible for the onsite leadership and advancement of our lodging operations. This role plays a pivotal part in transforming guest hospitality, enhancing employee engagement, and driving daily operations, financial performance, and community involvement. 

• Strategic Collaboration: Partner with the VP, Director of Health, Safety & Environment (HSE), the Director of Maintenance & Engineering, the Director of Food and Beverage, the Director of Retail, the People team and shared services leadership on developing and executing strategies, business plans, and goals for the Glacier Park Collection. 

• Operational Leadership: Lead the operations managers across lodging operations to achieve key performance indicators, including financial goals, guest satisfaction, employee engagement, and community involvement. Promote and lead a safety-first culture in all areas of operations. 

• Team Empowerment: Provide leadership and coaching that fosters a solution-driven, continuously improving team culture. 

• Talent Development: Collaborate with the People Team to meet staffing objectives, improve employee retention, and cultivate internal talent. 

• Hands-On Leadership: Engage directly with details, processes, and procedures to identify issues, implement solutions, and drive operational improvements. 

• Guest Experience Transformation: Oversee and guide efforts to enhance and transform the guest experience. 

• Tourism Relationship Building: Develop and maintain strong relationships within the Glacier Park tourism industry including the Blackfeet Tribe to support the state as a premier destination.

• Operational Oversight: Regularly conduct walk-throughs of lodging facilities to inspire and lead on-the-ground leadership. 

• Asset Management: Partner with the Director of Engineering & Maintenance to advance the management and improvement of physical assets. 

• Accountability & Controls: Implement controls to ensure accountability, identify risks, and seize opportunities within operations. 

• Financial Reporting: Provide regular reports on financial performance, including month-end results, future expense forecasts, and contributions to annual budget development.

• Communication with Leadership: Report business needs, operational challenges, and proposed solutions to the VP of Glacier Park Collection weekly. 

• Performance Metrics and KPI Management: Develop and manage specific KPIs for each operational area and ensure team alignment with those targets.  Regularly track performance against goals in Cultural Amp.   

• Operational Efficiency Improvements: Identify and implement process improvements that drive operational efficiency and cost savings across all departments.   

• Vendor and Supplier Management: Oversee and manage relationships with key vendors and suppliers, ensuring they meet quality and service standards.  

• Staffing and Scheduling optimization: oversee the creation of efficient staffing schedules to match operational needs, ensuring optimal guest service while managing labor costs.   

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