Senior Director of Guest Experience - Trout Lodge

The YMCA of the Ozarks is looking for a motivated individual for their Senior Director of Guest Experience of Trout Lodge.
Job Description

This position supports the work of the Y, a leading nonprofit committed to strengthening community through youth development, healthy living and social responsibility. The incumbent oversees all functions of YMCA Trout Lodge which may include membership, marketing, program design, facilities and/or off-site programs. Participates in volunteer and staff development, financial development, community relations and collaborations with community agencies. The Trout Lodge, Guest Experience Director, is a dynamic and multi-faceted role responsible for the enthusiastic and professional leadership over the collective culture and dynamics of Trout Lodge. This is a high-level leadership position that requires and adaptable experienced individual with a strong ability to effectively prioritize, thrive in a fast-paced work environment, provide positive supervision for a large team and maintain consistently professional communication with the YMCA of the Ozarks community as a whole. 

  • Bachelor's degree in human services, recreation, business or a related field, or equivalent, preferred. 
  • Five or more years of management experience, preferably in a YMCA or other nonprofit agency. 
  • Ability to direct assigned operations, including volunteer development, staff supervision, development and monitoring of budgets, marketing and public relations,  and program development. 
  • Prefer knowledge of, and previous experience with, diverse populations 
  • Ability to establish and maintain collaborations with community organizations. 
  • Must possess a current driver’s license and have/ maintain a good driving record
  • Certified, or able to meet and maintain, American Red Cross instructor-level First Aid, CPR, AED
  • Ability to be flexible and adapt to changing priorities, work on multiple projects concurrently, prioritize own workload and consistently meet deadlines. 
  • Ability to work effectively under periodically stressful and difficult customer service conditions
  • Professional, well-developed interpersonal, verbal and written communication skills
  • Strong conflict resolution and customer service skills
  • Self-driven, proactive, energetic and enthusiastic personality
  • Live in onsite housing designated for permanent staff
  • Days, nights, weekends and holiday work required as scheduled to meet guest needs. 
Essential Functions
  • Create a Transformational Program
  • Define and communicate Y of the Ozarks total facility vision and how Trout Lodge contributes to that vision. 
  • Design and ensure delivery of programs and activities appropriate to the developmental needs of guests.
  • Remain current on best practices and general knowledge of, youth development. 
  • Develop and implement high-quality Family Camp and Group experiences for visitors.  
  • Design a facility master schedule that addresses; program planning, guest check in/out and staff housing.
  • Recruit and Retain
  • Year-round communication with major groups, families and other general participants. 
  • Build a framework of innovative recruitment tactics to reach new and existing audiences
  • Serve as the face of YMCA Trout Lodge at recruitment events
  • Prepare/ analyze impact reporting and develop/implement strategic plans for recruitment/ retention
  • Oversee family/ group registrations
  • Model Expert Leadership
  • Model relationship-building skills in all interactions
  • Develop and implement crisis and risk management procedures
  • Serve as a role model for both campers and staff
  • Be willing to work alongside teammates to accomplish the central mission. 
  • Build a dynamic Seasonal Team
  • Recruit, hire, train, schedule, supervise and evaluate seasonal staff
  • Build, and develop, an appropriate leadership team to balance your energy and skillset. 
  • Collaboratively build and institute policies, procedures, and practices to define Trout Lodges’ culture. 
  • Provide Developmental and leadership training, update staff manuals and keep program curriculum current and relevant. 
  • Ensures records of staff certification are current and complete
  • Develop strategies to motivate staff
  • Be a Master Organizer
  • Manage all inbound and outbound communication procedures 
  • Coordinate transportation plans for relevant groups (and maintain appropriate number of insured drivers)
  • Develop and monitor the program budget, ordering of all necessary supplies and equipment, and maintain accurate records. 
  • Ensure all areas meet American Camp Association standards. 
  • Guest Experience Manager On Duty
  • YMCA of the Ozarks customer service contact for guests during their stay
  • Serve on-site/ on-call for guest needs and emergency situations when participants are on site. 
  • Check in, at key times, with rental groups during their stay including, but not limited to; meal times, set-up times, break-out sessions, Arrival/ Departure, etc. 
  • Exhibit good customer service by interacting effectively with all levels of management, guests, associates, vendors and clientele both inside and outside of the organization. 
  • Perform other duties as assigned by the Executive Team.
Cause-Driven Leadership Competencies
  • Collaboration 
  • Operational Effectiveness 
  • Mission Advancement  
  • Personal Growth 
Required Certifications

The YMCA Welcomes a Diverse Workforce 

Equal Opportunity Employer M/F/D/V

The Gateway Region YMCA strictly follows a zero tolerance policy regarding child