Director of Member Services

Description

Powder is a year-round resort and real estate development project nestled throughout 12,000 acres in the Wasatch Mountains of Northern Utah. We are striving to be the premier place of being and doing, a destination that fuses outdoor recreation with a cultural and hospitality program that connects visitors with a deeper sense of self and purpose. Our core values come to life in a unique and natural setting of unparalleled beauty.

We’re looking for Big-Hearted Champions who are passionate about outdoor recreation, art, and meaningful connection. Together, we're crafting a one-of-a-kind, multi-season destination that seamlessly blends outdoor art, exhilarating recreation, and exceptional hospitality. If you’re an enthusiastic, caring team player who strives for excellence—and always tries to do the right thing, even when no one is watching—you’ll fit right in at Powder.

We Are:

Big-hearted: passionate, warm, joyful, and generous. 

Champions: tenacious, intolerant of mediocrity, and constantly seeking feedback. 

These values make us who we are and help drive us to fulfill our purpose: to spark wonder!

Our Commitment To Equality:

Together we are one team, not an "us vs. them" mentality. We are focused on being a progressive employer with pay equity, inclusion, while building diverse teams. 

Appearance Guidelines:

Well-groomed facial hair, tasteful visible tattoos, and minimal facial piercings are acceptable.

Perks of Joining Our Big-Hearted Champions: 

• Health, Vision, Dental Benefits
• 401K Plan and company match
• Employee Assistance Program 
• Generous Paid Time Off 
• Company provided Life Insurance & Short-Term Disability 
• Seasonal Ski & Summer Passes for self, self & dependents + Buddy Vouchers
• Life Style Spending Account
• Education Assistance
• UTA Ski Bus Pass and Employee Shuttle Service 
• Powder Mountain Retail/Rental Discount and On-Mountain F&B Discounts
• Powder Mountain Snowsports School Discounted Lessons
• Access to Expertvoice.com, Outdoorly.com, Outdoor Prolink and partner discounts.
• Powder Mountain on-snow uniform for specific roles.
• Free On-site Gourmet Employee Lunches
• Flexible and Hybrid Workplace Environment
• New Modern Office with Indoor/Outdoor Meeting Spaces

Requirements

• Job Title: Director of Member ServicesDepartment: Powder Haven
• Status: FT Year Round Salary
• Reporting To: VP of Club Operations

Position Overview:

The Director is accountable for all aspects of Powder Haven's Member services in unison with the VP of Club Operations. This position is responsible for identifying and meeting the needs of the Neighbors, and Real Estate prospects, researching and implementing business opportunities, gathering and analyzing data for potential revenue growth and decision making. This position will work closely with the Membership, Concierge, Real Estate, Property Management, and all Powder Resort teams to ensure a high level of services is provided for Neighbors, Neighbor guests, and prospects. The Director serves as the Membership representative on the resort's Senior Leadership team.

Key Responsibilities:

• Responsible for the operational and financial success of the Concierge and Membership departments.
• Ensure optimization of processes/procedures to promote efficient business practices and growth.
• Oversee budgets, department communications, guest satisfaction and departmental growth with the VP of Club Operations  guidance.
• Develop and rigorously implement best-in-class operating processes, manuals, and training programs with the Management team.
• Establish a high level of guest service and install a five star service mentality amongst team members.
• Review financial reports and address variances with appropriate team members
• Conduct regular management meetings in an effective manner to ensure excellent communication across all departments
• Work directly with the Membership and Real Estate teams to ensure project, tasks and daily operations are complete and meet company standards.
• Ability to lead the team by setting goals, establishing timelines and best practices.
• Empowers team members, and implements company standards and policies.
• Be a positive role model for all team members and exemplify our North Star culture.
• Be present and supportive during peak operating times
• Be available 24/7 to provide support as needed
• Communicate, encourage, and support social responsibility and participation in corporate and community events and special projects which impact the greater community, region, state or cause.
• Other duties as assigned by the VP of Club Operations.
• Maintain effective relationships with the executive team, Membership team, Neighbors, Real Estate, Property Management, and other resort managers and team members.
• Conducts constant communications with the Membership and Real Estate teams to ensure fluidity and updated information is passed along.
• Create an environment that guarantees high guest satisfaction as well as meets budget and growth goals
• Continually elevate service standards and improve methods of operations.
• Assures compliance with State, Federal and local laws to ensure the company is in good standing.
• Consistently improve top line revenues as well as bottom line results via cost controls, expense savings and productivity/efficiency techniques

Requirements And/Or Qualifications:

• Minimum 4 years experience in a Management role.
• Experience in Concierge and Hospitality services is preferred.
• Willingness to embrace continual education and professional development.
• Manage and lead a staff by listening to, understanding and clarifying concerns and issues raised by team members and guests.
• Ability to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of a particular need.
• Skills to evaluate and select among alternative courses of action quickly and accurately.
• Works well in stressful, high pressure situations including the ability to resolve Neighbor and Real Estate prospect complaints in a timely manner.
• Ability to maintain composure and objectivity under pressure.
• Effectively handles issues in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
• Excellent guest service skills.
• Experience developing training materials and delivering effective training for team members.
• Ability to convey information and ideas clearly, both orally and written.
• Computer literate and able to learn new computer systems.
• Work with and understand financial information and data.
• Able to work a flexible schedule.
• Willingness to be a hands-on leader that supports their team.

Physical Requirements:

• Full range of body movements
• Reach, push, pull, lift, and carry objects that may be heavy (40+lbs)
• Prolonged periods of standing, walking, bending, and twisting
• Walk on even/uneven/slippery terrain

Working Environment: Work environment will vary depending on need, including but not limited to: 

• Office settings
• Mountain top buildings with occasional exposure to cold temperatures
• Outdoor environments in summer months
• Busy, occasionally noisy lodge spaces