Director of Lodging and Residential Services

Summary

The Director of Lodging will lead the residential services team in a fast-paced, luxury environment at Moonlight Basin in Big Sky, MT. This role serves as the key liaison between luxury vacation membership clubs, the service team, residents, and members - driving an exceptional residential experience through strategic leadership, operational excellence, and a strong service culture.

Essential Duties & Responsibilities

Resident Experience & Relationships

• Enhance and refine the existing service culture between residents and staff
• Build rapport through daily interactions and curated resident events
• Provide timely response and resolution to escalated resident matters
• Maintain superior attention to detail in the interior and exterior presentation of all residential properties
• Establish and grow relationships with existing owners, members, and real estate prospects to expand the residential portfolio

Operations & Facilities

• Oversee daily building operations, ensuring preventative maintenance is scheduled and completed
• Ensure work orders are completed in a timely and efficient manner
• Oversee housekeeping operations across residential and public spaces to ensure seamless daily performance
• Coordinate daily with leasing and operations teams to optimize the owner and guest experience
• Ensure all routine and annual inspections and services are performed as required
• Routinely forecast operational needs for staffing, equipment, and facilities on a 1, 3, and 5-year horizon

Financial Management

• Create, implement, and manage a property-level budget
• Review, code, and approve invoices using Adaptive in alignment with budget criteria
• Perform account reconciliation including ledger review and owner statements
• Develop and maintain revenue strategies for each home, neighborhood, and portfolio
• Provide regular market and portfolio updates on key KPIs and upcoming pacing
• Assist in developing new service offerings to grow ancillary revenue streams in Residential and Housekeeping

Strategy & Leadership

• Identify, create, and gain approval for SOPs, MOPs, and best practices for service and leasing teams
• Create agendas and lead weekly and monthly team meetings
• Track daily, weekly, and monthly analytics from surveys, work order systems, and other sources to drive operational improvements
• Stay ahead of market trends and implement necessary tech stack and service offerings
• Ensure a consistent seasonal marketing strategy for each home and portfolio
• Develop and grow key leaders within the residential and housekeeping departments
• Continue to foster a strong residential work culture to support employee retention
• Lead broader resident communications related to property-wide initiatives as directed by senior leadership

Competencies

• Proficient in English reading, writing, and comprehension; additional language skills are a plus
• Strong verbal and written communication skills with the ability to effectively interact with team members, leadership, vendors, residents, and members
• Sound numerical and analytical skills, including the ability to support cost controls, manage par levels, and oversee inventory
• Proficiency in property management software, inventory systems, and standard business applications including Microsoft Office Suite and relevant POS or operational platforms
• Adept at navigating complex interpersonal situations with tact, diplomacy, and professionalism, particularly in high-pressure or guest-facing environments
• Ability to adapt to variable seasonal volume demands across winter and summer seasons, with strong planning and execution skills

Qualifications

• Bachelor's degree in Business Administration or equivalent experience
• Property management license, or ability to obtain within 6 months of start date
• Proven ability to interact effectively with diverse groups of residents, owners, and team members
• Strong conflict resolution and mediation skills
• High attention to detail with excellent oral and written communication skills
• Ability to work both independently and collaboratively in a team environment
• Intermediate to advanced proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint)
• Maintains a professional demeanor at all times
• Flexible availability including evenings, weekends, and holidays as business demands

Supervisory Responsibilities

• Director of Housekeeping
• Assistant Director of Housekeeping
• Assistant Director of Lodging
• Assistant Director of Residential Services
• Reservation Specialists
• Property Managers

Benefits of Employment

• Competitive salary
• Annual discretionary bonus
• Heath, dental, vision insurance
• Matching 401(k) with match and no vesting schedule
• Short- & Long-Term Disability and Life Insurance paid for by the company
• Matching 401(k) with match and no vesting schedule
• Complimentary meal per shift
• Tuition reimbursement
• Wellness program
• End-of-season discounts on our retail store items
• Employee housing options available

Working Conditions

This position is based onsite at Moonlight Basin in Big Sky, MT, with a combination of office-based and property-wide responsibilities. The Director of Lodging can expect to spend a significant portion of their time moving throughout residential properties, common areas, and facilities as part of daily operations.

• Schedule will vary based on business needs, including evenings, weekends, and holidays during peak seasons
• Must be comfortable working in both indoor office environments and outdoor conditions year-round, including exposure to cold temperatures, snow, and varying terrain typical of a mountain resort setting
• Fast-paced, high-expectation environment with frequent interaction with residents, owners, members, and staff
• Occasional travel may be required for vendor meetings, industry events, or off-site training
• Ability to remain composed and professional during high-pressure situations, including escalated resident matters or peak operational periods
• Seasonal volume fluctuations between winter and summer require flexibility and strong adaptability

Physical Requirements

While this is primarily a leadership role, the physical demands of overseeing a luxury residential portfolio in a mountain resort environment require the following:

• Ability to walk, stand, and move throughout the property for extended periods of time
• Comfort navigating outdoor terrain in varying weather conditions, including snow, ice, and uneven surfaces
• Ability to occasionally lift or carry items up to 25 lbs
• Sufficient visual acuity to inspect residential properties and review detailed documentation
• Ability to remain seated for extended periods when performing administrative, financial, or computer-based tasks
• Clear verbal communication ability required for frequent interaction with residents, staff, and vendors

Disclaimer

The preceding job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this classification. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Team members need to request reasonable accommodation from their manager and/or human resources.

By signing, I acknowledge that I have read and understand the duties, responsibilities, competencies, disclaimer and other requirements as outlined in this job description.