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_ESSENTIAL FUNCTIONS:_

+ Provide operational guidance and mentorship to associates from all departments across the resort.

+ Partner, and build relationships with all departments to ensure night and weekend operations run smoothly while demonstrating Genuine Ozarks Hospitality and Professional Service.

+ Work with Management and or Leads from each department to ensure smooth operation. This will include Safety & Security, Housekeeping/Public Space, Engineering, Shuttle, Front Office, and Food & Beverage Outlets.

+ In the absence of Department Director or Managers, has authority to make all decisions pertaining to the Resort. Ensure proper execution of assigned duties.

+ Maintain a professional appearance, demeanor, and reputation as an ambassador for Bass Pro Shops Hospitality.

+ Knowledgeable of, adhering to, promoting, and enforcing all policies and procedures of Bass Pro Shops Hospitality.

+ Interacting with guests and providing genuine Ozark Hospitality in every interaction.

+ Monitor HOTSOS to ensure calls are processed quickly while minimizing guest impact.

+ Provide real-time updates to key-stake holders during times of emergencies, i.e., severe weather, power-outages, water or sewage issues, fire, medical emergencies, etc..

+ Complete Nightly F&S MOD Report each day with accurate summary of any issues encountered and submit all activity to the Leadership Team via email at end of shift.

+ Conduct and document investigations into all claims and reports per established timelines and requirements.

+ Provide quality work and complete assignments in a thorough, timely, and accurate manner.

+ Understand and apply job knowledge to effectively complete all required job responsibilities.

+ Proactively maintain the skills required to perform job duties.

+ Live out our shared service standard of “I assist and practice teamwork in, and outside, my department.” This will be achieved by gladly stepping in to help other departments in times of need such as assisting or covering for front desk agents, doing room swaps, unlocking guest rooms, helping build fires in fireplaces or taking fireplace material to guest, leading lost guests to their destination, helping drive both guest or associate shuttles, and any other needs that may arise.

+ Upsell and Assist guests of the resort to enhance the value of their stay while maintaining a revenue driven mentality.

+ Conduct nightly quality control audits of outlets and accommodations to ensure a premium guest experience.

+ Lead the Overnight Huddle in person and on Zoom. All other duties as requested by your Leadership Team.

+ ALL OTHER DUTIES AS ASSIGNED

_EXPERIENCE/QUALIFICATIONS:_

+ Minimum Degree Required: High School Diploma or Equivalent

+ Preferred Degree: Bachelor's Degree in related field____ (if applicable)

+ 2+ years of Hospitality experience in a guest service role, management operations, or related professional area.

+ Excellent written & verbal communication, knowing how to effectively communicate as is appropriate for the needs of the audience.

+ Strong employee relations experience.

+ Ability to follow instruction, delegate tasks, and lead associates as directed.

+ Valid in-state Driver’s Licenses and meet Company insurability requirements.

+ Must be initiative-taking and able to work in a collaborative environment with an emphasis on total guest satisfaction.

• **_KNOWLEDGE, SKILLS, AND ABILITY:_**

+ Ability to gather and organize information using a logical and systematic process; recognize patterns and relationships to identify root cause of concerns and draw appropriate conclusions; generate alternative solutions to challenges; evaluate strengths, weaknesses and consequences of alternative solutions and approaches to resolving issues.

+ Must possess strong critical thinking skills; be able to identify and resolve instances of guest dissatisfaction promptly, analyze information objectively, use reasoning and apply emotional intelligence when managing high stress situations.

+ Ability to focus on attention to detail.

+ Flexibility in schedule to support a 365-day Resort operation

_TRAVEL REQUIREMENTS:_

+ NA

_PHYSICAL REQUIREMENTS:_

+ Regularly performs computer work and sits.

+ Occasionally walks and stands.

+ Seldom/never lifts up to 50lbs.

**_INDEPENDENT JUDGEMENT_** :

+ Develops objectives and general policies and procedures for a specific program or functional area of responsibility within general scope of established operational goals and plans. Day-to-day work and decisions do not require direction or review by immediate supervisor. End results are reviewed by supervisor.

Full Time Benefits Summary:

Enjoy discounts on retail merchandise, our restaurants, world-class resorts and conservation attractions!

+ Medical

+ Dental

+ Vision

+ Health Savings Account

+ Flexible Spending Account

+ Voluntary benefits

+ 401k Retirement Savings

+ Paid holidays

+ Paid vacation

+ Paid sick time

+ Bass Pro Cares Fund

+ And more!

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

_Reasonable Accommodations_

Qualified individuals with known disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws.

If you need a reasonable accommodation for any part of the application process, please visit your nearest location or contact us at [email protected].

Big Cedar Lodge