CLUB Hospitality Manager

Ridgedale, Mo
Guest Services
10/12/2021
Big Cedar Lodge
Depends on Experience 
Full Time
Days, Evenings, & Weekends Needed

POSITION SUMMARY:

Oversees CLUB Member and loyalty experience and operations in hospitality and responsible for driving CLUB account acquisition, activation, retention, sales, marketing strategy and regulatory compliance. Analyze the current business environment and drive change that results in enhanced operations and compliance with all relevant regulations while driving acquisition and activation through marketing strategies. Manages the daily activities of the hospitality CLUB Outfitters, ensuring courteous, professional Outfitters are available to handle all customer inquiries and contacts. This position is responsible for maintaining a fun and encouraging work environment seeking to increase customer satisfaction, company profitability and employee engagement.
 

ESSENTIAL FUNCTIONS:

  • Accountable for how all CLUB operational and products and services are executed. Acquire new CLUB Membership. Have confident Outfitters offering CLUB benefits. Conducts training and coaching sessions for Outfitters throughout the hospitality campus.  15%
  • Supervises daily activities of CLUB Outfitters by providing job performance counseling, schedule and manage payroll budget, assign work, check for accuracy/compliance with policies and procedures, ensure Outfitters are proactively providing Superior Customer Service, and analyze/resolve work problems.   15%
  • Foster and drive a positive culture with all hospitality leadership around CLUB. Influence decision-making regarding team approaches and strategies to CLUB thru relationship building, motivation and communication. Act as primary communication liaison between corporate and hospitality teams.  15%
  • Serve as a project lead for hospitality acquisition, activation, retention marketing strategies or events. Participate on other project teams and service as a subject matter expert on behalf of CLUB hospitality with the ability to make decisions on behalf of the business.  15%
  • Reports and updates hospitality management of performance. Attends leadership meetings and provides insight and solutions to drive results and experience.   15%
  • Provide superior customer service to customers to ensure accurate and efficient outcomes. Understanding of products and ability to promote the benefits of CLUB Membership to customers during the hospitality experience. Lead by example to ensure account goals and objectives are being met. 10%
  • Lead and execute strategies to ensure that all CLUB hospitality operations are sustainable and can support ongoing growth and changes. Identify gaps, develop process and procedures, and lead cross-functional projects to increase effectiveness, efficiency, performance and compliance execution. 10%
  • Conduct interviews and hire Outfitters for the CLUB Booth. Screening the right people to ensure we have good support from the employee to acquire more memberships and increase profits 5%
  • ALL OTHER DUTIES AS ASSIGNED BY MANANGEMENT

 

EXPERIENCE/QUALIFICATIONS:

       Minimum Degree Required:  Bachelor’s Degree in Business Management or Marketing

       Experience:   4 to 6+ Years previous retail, hospitality or marketing experience required   

 

KNOWLEDGE, SKILLS AND ABILITY:

  • Ability to consistently exceed customer expectations and show commitment to Bass Pro Shops Core Values.
  • Strong leadership skills with proven ability to facilitate cross-functional teams; some supervisory or management experience required
  • Retail, hospitality and marketing experience preferred
  • Analytical skills and reporting/dashboard creation preferred
  • Completed 3 related projects with demonstrated success and financial results
  • Extensive communication (written and verbal), mediation (conflict resolution) and facilitation skills
  • Visionary with long term focus - able to see the end results
  • Self starter; demonstrates personal initiative and willingly assumes responsibility and ownership
  • Ability to build a motivated, positive, trust-based team and strong working relationships with internal and external customers
  • Ability to create an open environment supportive of free sharing of information and ideas that is also conducive to contribution, growth and achievement
  • Customer focused behavior
  • Exemplary standards of integrity, personal work ethic and continuous involvement in self education and development
  • Proficiency in Windows, Excel, Word, PowerPoint and other Microsoft Office tools

 

TRAVEL REQUIREMENTS: Ability to travel up to 25% of the time

Bass Pro Shops is an equal opportunity employer.  Hiring decisions are administered without regard to race, color, creed, religion, sex, age, national origin, ancestry, citizenship status, disability, veteran status, genetic information or any other basis protected by applicable federal, state or local law.