Director of Hospitality

Lone Mountain Ranch (LMR), situated on 148 acres in beautiful Big Sky, Montana, was first homesteaded in 1915 and has long been recognized as one of the premier guest ranch resorts in the country. The property consists of 30 rooms located within 24 unique cabins as well as the Horn & Cantle Restaurant and Saloon, the Ranch Hall, the Outpost, equestrian facilities, event venues and meeting spaces. A National Geographic Unique Lodge of the World, LMR is listed on the National Registry of the Historic Places, a member of the Dude Rancher’s Association, and once voted the #1 Nordic Ski Resort in North America by Cross Country Skier Magazine, LMR offers authentic luxury accommodations, genuine Montana cuisine, exceptional service, and a stunning array of outdoor recreational pursuits. Combine these attributes with proximity to Yellowstone National Park, Big Sky Resort, as well as Bozeman Airport, and we believe the LMR guest experience is unlike any other in the American West.

LMR VISION

Lone Mountain Ranch is a destination where guests disconnect from the world, while connecting with others through unforgettable adventures in a natural setting. Moments are crafted through discovery, exceptional people, fun activities, and a breathtaking environment.

SUMMARY 

The Director of Hospitality is a key leadership role dedicated to ensuring the highest standards of service and operational excellence across all guest-facing departments. This individual will oversee transportation, front desk, concierge, activities, retail, and housekeeping, aligning each area with the ranch’s culture, history, and guest expectations. This leader will ensure every part of the guest journey—from arrival to departure—reflects the beauty and character of the ranch while meeting the highest standards of care. 

The ideal candidate is more than a manager; they are a steward of the ranch experience. They understand that the property’s history and natural surroundings inspire the stories our guests take home, and they lead teams to notice and elevate the small details that create lasting memories. They combine strong operational leadership with an authentic passion for hospitality, cultivating a culture where employees feel valued and empowered to share in the ranch’s sense of wonder. 

ESSENTIAL DUTIES & RESPONSIBILITIES 

 Guest Services & Experience 

• Oversee the seamless execution of guest arrivals, stays, and departures.
• Guide and support the concierge and front desk teams in delivering personalized and anticipatory service.
• Maintain standards for custom itineraries, special requests, and service recovery.
• Lead and mentor the Ranch Ambassador team to deepen guest connections and enhance storytelling.

Transportation 

• Manage and schedule guest transportation for arrivals, departures, in-ranch needs, and off-site excursions.
• Ensure drivers embody professionalism, safety, and guest-centered service at all times.
• Collaborate closely with the Outpost and concierge teams to streamline logistics and guest flow.

Retail Operations 

• Oversee merchandising, product curation, and sales in the ranch store.
• Monitor guest experience, staffing, and inventory within retail spaces.

Housekeeping 

• Supervise housekeeping leadership to uphold standards of cleanliness, quality, and turnaround.
• Ensure staffing levels and cleanliness protocols across lodging, public areas, and event venues are met.

Property Controller Collaboration 

• Partner with the property controller to align financial stewardship with daily operations.
• Monitor labor efficiency and department expenses to balance guest experience with sustainability.
• Ensure asset and inventory control practices are consistently followed.

Team Leadership & Culture 

• Lead, mentor, and support a multi-departmental leadership team, cultivating an inclusive and empowering culture.
• Encourage cross-training, teamwork, and open communication across guest-facing departments.
• Collaborate with HR on recruitment, onboarding, and seasonal staffing strategies.
• Provide coaching, conduct performance evaluations, and foster career growth for all team members.

Operations & Strategy 

• Develop and implement operational procedures that drive efficiency and enhance service.
• Monitor guest satisfaction metrics, cleanliness standards, and financial performance.
• Build systems for interdepartmental accountability and proactive problem-solving.
• Report regularly to the General Manager on performance, guest insights, and staffing needs.

QUALIFICATIONS 

• Minimum 7 years of leadership experience in hospitality, preferably within luxury resorts, guest ranches, or boutique hotels.
• Demonstrated success overseeing multiple guest-facing departments and large seasonal teams.
• Strong organizational, communication, and leadership skills, with the ability to inspire and guide others.
• Deep understanding of high-touch guest service in a rustic-luxury environment.
• Adaptable and composed in a dynamic, fast-paced setting with shifting priorities.
• Familiarity with rural hospitality and Montana culture is highly valued.

 WORK ENVIRONMENT & PHYSICAL REQUIREMENTS 

• Fast-paced, guest-facing environment requiring adaptability, composure, and proactive problem-solving.
• Regularly required to move around the property and observe details in lodging, public spaces, and outdoor areas.
• Ability to walk, stand, bend, and lift up to 25 lbs on occasion.
• Frequent interaction with guests and staff, requiring excellent communication and interpersonal presence.
• Work schedule will include evenings, weekends, and holidays, particularly during peak seasons.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time or without notice.