Director, Hospitality Jobs

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Why join CMH?

We work hard, we play hard, and we have the best time doing it. Our mission is to guide our staff and guests through life-changing mountain experiences, and our vision is to be recognized as the world leader of guided mountain experiences – by our guests, our employees, our partners, and our communities. We're all drawn to CMH for different reasons, but we stay for the people–both employees and guests–who are brought together by a unique shared passion for skiing, riding, the mountain world, and life in general. CMH is where mountain magic happens!

Things that are important to us:

• Always act with integrity.
• Share our passion – every day.
• Aim for best.
• Balance our social, fiscal, and environmental responsibilities.
• We work as a team.
• Safety as a cornerstone.

Things that are important to you:

• Working for a company that stands behind its mission, vision, and values.
• An inclusive and rewarding company culture where employees are valued and supported.
• The opportunity to build lifelong friendships with staff and guests from around the world.
• Explore and work at a world-class mountain destination.
• Opportunities to heli-hike and heli-ski, as available.
• Work with hospitality professionals that take pride in providing a high-end guest experience.
• Enjoy meals created by culinary professionals that incorporate fresh, local ingredients.
• Discounts with brand partners and on CMH merchandise.
• An opportunity to grow and learn in a work environment that promotes feedback and development.

CMH Heli-Skiing & Summer Adventures is honoured and privileged to operate in the traditional territories of the Ktunaxa, Secwépemc, Syilx, and Stoney Nakoda Nations.

Visit www.cmhheli.com/jobs to learn more.

Position Title: Director, Hospitality

Company Name: CMH Heli-Skiing & Summer Adventures

Reports To: President, CMH

Location of Work: Banff, Alberta with remote travel expectations

Terms of Employment: Full-time, year-round

FLSA Status: Exempt

Number of Positions: 1

Direct Reports: >3

Date of Last Review: July 2023

Company Overview

With 50+ years of experience, CMH Heli-Skiing & Summer Adventures has evolved into the world’s largest Heli-Skiing and Heli-Hiking company, operating 11 lodges in the winter and 3 in the summer throughout British Columbia, Canada. The business’s central office is in Banff, Alberta, Canada.

The CMH Mission is to guide our staff and guests through life changing mountain experiences.

CMH Heli-Skiing & Summer Adventures is privileged to operate in the traditional territories of the Ktunaxa, Secwépemc, Syilx, and Stoney Nakoda Nations.

Our Vision is to be recognized as the world leader of guided mountain experiences – by our guests, our employees, our partners, and our communities.

Our Principles:

• Share our passion – every day.
• Balance our social, fiscal, and environmental responsibilities.
• Always act with integrity.
• Safety as a cornerstone.
• We work as a team.
• Aim for best.

Position Overview

Our unique style of hospitality is a critical part of the experience CMH offers. It is informal yet highly professional, based on the personal connection that develops when we welcome everyone as a guest into our home, and into the CMH family. The Director, Hospitality will lead and inspire its delivery and continual enhancement.

The Director, Hospitality will work directly with head office hospitality functions (hospitality development, culinary, beverage) while supporting Lodge and Area Management teams across 11 CMH lodges. The Director, Hospitality will develop and implement lodge and brand service strategies and initiatives, balancing the unique needs of remote lodges and the efficiencies that come with standardization. By mentoring and supporting Lodge and Area Managers, they will ensure CMH lodge operations meet CMH service standards, satisfy guest needs, grow revenues, and maximize financial performance. With a strong understanding of guest expectations balanced with high-level business acumen and excellent communication skills, the Director, Hospitality will lead a strategic hospitality vision for the company. This position will be based out of the Banff head office but will require frequent traveling to the lodges.

Essential Duties And Responsibilities

• Lead the hospitality function through technology adoption.
• Assist in developing the Hospitality operating budget along with related stakeholders.
• Develop and implements key performance objectives to meet business and guest expectations and optimize employee productivity in line with business growth.
• Review financial reports with Lodge Managers to determine lodge hospitality operational performance against budget.
• Manage multiple projects and effectively prioritize tasks, responsibilities, and goals; use goals to guide actions and create detailed action plans.
• Help develop and support implementation of CMH health and safety initiatives.
• Help develop and support implementation of CMH sustainability initiatives.
• Help develop and implement objectives, key results and initiatives aligned with the overall CMH business strategy.
• Work with the senior leadership to build a culture that prioritizes all aspects of safety, the best possible experience for our employees and guests, recognizes our responsibility to the communities and mountain environment in which we are so privileged to operate, and achieves leading financial results.
• Act to further strengthen liaison between hospitality functions and other CMH departments to acquire support as needed for operations.
• Provide guidance and mentoring to Lodge Management to elevate business practices.
• Other duties as required.
• Work collaboratively with Area Management to align Operational and Hospitality goals.
• Review online guest feedback and report to Operational Management Team weekly; communicate with Lodge and Area Managers teams to ensure appropriate corrective actions have taken place.
• Provide direct leadership and direction to the Banff Hospitality team to achieve their goals and objectives.
• Support guests and employees in the field program during area visits, as needed.
• Plan and participate in meetings with key leadership and project teams as and when necessary and provides necessary inputs for the timely completion of tasks.
• Assist Lodge and Area Management in the development of hospitality-related business plans.
• Focus on developing and implementing standardization, operational efficiency and industry-leading procedures and processes across CMH lodges.
• Assist CMH Lodge and Area Management with implementing strategies to ensure product offering and service delivery that is in line with brand and company standards.
• Train, participate in and provide support as required during emergency response situations.
• Assist Lodge and Area Management with implementing CMH and Alterra hospitality-related initiatives at the lodges.

Minimum Qualifications

• 4-Star or equivalent experience
• Bachelor’s degree in hospitality management or equivalent plus 5 years related hotel experience in a senior management role.
• Valid driver’s license with clean driver’s abstract.
• 5+ years of experience in a leadership capacity in luxury tourism.

Competencies, Knowledge, Skills, Abilities, And Other Qualities

• A passion for providing high-end hospitality and service experiences.
• Strong sense of work ethic and accountability, with an ability to function well in a team environment and focus on team success.
• Confidence to interact with all levels of the company in a hub-and-spoke model in which many employees are remote.
• Trustworthy, goal-oriented, respectful, and self-directed in completing the core functions of the role.
• Is organized with clear attention-to-detail, with strategic planning skills and abilities.
• Able to communicate at a high level in a clear, effective, and timely manner.
• Confident with public speaking and the facilitation of training sessions and workshops.
• Proven ability to maintain confidentiality and professional working relationships with peers.
• Comfort with the use of Excel, Outlook, and Word, as well as an ability to learn other relevant software platforms like point-of-sale systems.
• Able to prioritize tasks and responsibilities in a complex and fast-paced environment with seasonal workload fluctuations and changing priorities.
• A willingness to learn and develop skills with on-the-job management training.
• Demonstrates integrity, discretion, critical thinking, adaptability, and effective problem solving.

Working Conditions

• This position will require frequent travel to CMH areas, as well as other business-related travel.
• CMH is committed to developing a rich culture, a diverse workforce, and a healthy work environment in which every employee is treated fairly and respected. Each employee will contribute to the company's success while also having the opportunity to achieve their full potential as individuals.
• Manual dexterity to operate a computer and other common office equipment on a regular basis.
• This position requires you to work on evenings, weekends, and holidays based on the needs of the business.
• Able to lift, carry, or otherwise move and position up to 20 pounds on a occasional basis.

Other Duties As Assigned

This position description is an overview of the scope of responsibilities for the role described above. With the evolution of CMH, the responsibilities of this position may change, as may the details that are associated with many of the tasks. During these times of change, this position requires flexibility and willingness to accept new responsibilities and potentially transfer others.

Compensation

A competitive compensation package will be provided including an attractive base salary which is based upon qualifications, experience, and skill set, as well as an annual incentive program.

Further details will be discussed in a personal interview.

Benefits and Perks:

• CMH is an equal opportunity employer**
• Paid personal/sick and vacation days.
• Health and dental benefits.
• Opportunities to heli-hike and heli-ski, as available.
• Group Savings Plan.