Lodging Operations Manager

Reports To: Lodging Director FLSA Code: Exempt Organization Size : 21 - 34 people The Lodging Operations Manager oversees the day-to-day operations of the Lodging Program and serves as the primary operational leader for all lodging sites. This role is responsible for supervising onsite staff, managing daily operations, ensuring facilities are guest-ready, and delivering consistent, high-quality guest experiences. The Operations Manager leads seasonal staff onboarding and supervision, manages scheduling and coverage, oversees facility operations and maintenance execution, and handles guest communication and service recovery. Working closely with the Lodging Director, this position ensures that program standards, systems, and expectations are effectively implemented on the ground. Key Responsibilities: Staff Leadership & Supervision: Directly supervise all onsite lodging staff (caretakers, guest services, maintenance) Manage daily scheduling, coverage, and timekeeping Lead seasonal onboarding execution using Director-developed frameworks Conduct performance reviews for seasonal staff Provide coaching, feedback, and support to onsite teams Oversee staff housing operations and ensure compliance Hiring & Workforce Executions: Lead first-round interviews for seasonal positions Provide hiring recommendations and operational insight to the Lodging Director Contribute solution-oriented feedback to improve hiring and onboarding systems Operational Management: Serve as final authority for day-to-day operational decisions, including: Staffing gaps and coverage adjustments Guest issues and service recovery Emergency maintenance response Ensure facilities are safe, functional, clean, and guest-ready at all times Lead seasonal opening and closing operations Facilities, Maintenance & Logistics: Manage vendors, contractors, and emergency repairs in coordination with Director approval thresholds Execute preventive maintenance programs Track maintenance needs and report trends to the Lodging Director Manage inventory, equipment, merchandise, and asset tracking Guest Experience & Programming: Execute guest service standards and escalation protocols Own day-to-day guest communication and inbox management Oversee onsite programming, events, and community engagement Ensure brand standards and messaging are consistently implemented onsite Reporting, Communication & Collaboration: Provide regular operational updates, metrics, and insights to the Lodging Director Flag risks, gaps, and improvement opportunities proactively Support data collection for occupancy, staffing, maintenance, and guest experience Participate in program improvement projects as requested Additional Duties: As assigned by the Lodging Director. Qualifications: Passion for the mission of the American Alpine Club and commitment to promoting outdoor recreation, conservation, and climbing ethics 2+ years of demonstrated experience in management roles, preferably in a nonprofit, guest/member services, or similar organization Excellent leadership, team-building, and interpersonal skills Proven ability to develop and execute financial strategies, manage budgets, and meet established goals Strong problem-solving skills, with the ability to analyze complex situational information and make sound recommendations Exceptional written and verbal communication skills, with the ability to engage and collaborate with stakeholders at all levels Preferred: basic understanding of facilities management, located near a major airport Enjoy travel, ~25% Physical Environment/Physical Requirements: 75% Administrative - Typical office work on a computer utilizing G Suite, Slack, Zoom, and other computer-based programs. 25% Travel – This role requires travel to support facilities and onsite staff; time onsite may include physical work that supports the opening and closing, such as lifting (up to 30lbs), bending, and basic indoor/outdoor maintenance.

Reports To: Lodging Director FLSA Code: Exempt Organization Size : 21 - 34 people The Lodging Operations Manager oversees the day-to-day operations of the Lodging Program and serves as the primary operational leader for all lodging sites. This role is responsible for supervising onsite staff, managing daily operations, ensuring facilities are guest-ready, and delivering consistent, high-quality guest experiences. The Operations Manager leads seasonal staff onboarding and supervision, manages scheduling and coverage, oversees facility operations and maintenance execution, and handles guest communication and service recovery. Working closely with the Lodging Director, this position ensures that program standards, systems, and expectations are effectively implemented on the ground. Key Responsibilities: Staff Leadership & Supervision: Directly supervise all onsite lodging staff (caretakers, guest services, maintenance) Manage daily scheduling, coverage, and timekeeping Lead seasonal onboarding execution using Director-developed frameworks Conduct performance reviews for seasonal staff Provide coaching, feedback, and support to onsite teams Oversee staff housing operations and ensure compliance Hiring & Workforce Executions: Lead first-round interviews for seasonal positions Provide hiring recommendations and operational insight to the Lodging Director Contribute solution-oriented feedback to improve hiring and onboarding systems Operational Management: Serve as final authority for day-to-day operational decisions, including: Staffing gaps and coverage adjustments Guest issues and service recovery Emergency maintenance response Ensure facilities are safe, functional, clean, and guest-ready at all times Lead seasonal opening and closing operations Facilities, Maintenance & Logistics: Manage vendors, contractors, and emergency repairs in coordination with Director approval thresholds Execute preventive maintenance programs Track maintenance needs and report trends to the Lodging Director Manage inventory, equipment, merchandise, and asset tracking Guest Experience & Programming: Execute guest service standards and escalation protocols Own day-to-day guest communication and inbox management Oversee onsite programming, events, and community engagement Ensure brand standards and messaging are consistently implemented onsite Reporting, Communication & Collaboration: Provide regular operational updates, metrics, and insights to the Lodging Director Flag risks, gaps, and improvement opportunities proactively Support data collection for occupancy, staffing, maintenance, and guest experience Participate in program improvement projects as requested Additional Duties: As assigned by the Lodging Director. Qualifications: Passion for the mission of the American Alpine Club and commitment to promoting outdoor recreation, conservation, and climbing ethics 2+ years of demonstrated experience in management roles, preferably in a nonprofit, guest/member services, or similar organization Excellent leadership, team-building, and interpersonal skills Proven ability to develop and execute financial strategies, manage budgets, and meet established goals Strong problem-solving skills, with the ability to analyze complex situational information and make sound recommendations Exceptional written and verbal communication skills, with the ability to engage and collaborate with stakeholders at all levels Preferred: basic understanding of facilities management, located near a major airport Enjoy travel, ~25% Physical Environment/Physical Requirements: 75% Administrative - Typical office work on a computer utilizing G Suite, Slack, Zoom, and other computer-based programs. 25% Travel – This role requires travel to support facilities and onsite staff; time onsite may include physical work that supports the opening and closing, such as lifting (up to 30lbs), bending, and basic indoor/outdoor maintenance.