Chris D.

Director of Lodging @Yellowstone Club

Big Sky, MT, US

Created a luxury lodging program for a premier 18K acre property, 147 residences from conceptualization through launch and ongoing optimization and management, yielding 2x YoY revenue growth for 10 consecutive years.Operational Leadership- Built a $MM multi-year strategic plan to enhance existing loss generation including revenue modeling, customer experience, operational workflows, financial strategy, and property management, gaining approval from key investors and leadership- Developed a cohesive service-oriented team through role definition, strategic sourcing, hiring and onboarding, cross-disciplinary training, and ongoing coaching and development, maintaining a 95%+ retention rate across a team of 50+- Drove lodging program awareness by developing targeted messaging and leveraging existing organization publications and in-person events, contributing to a 180% increase in reservations in the first year- Advised on new property development for 147 luxury residences ranging up to square feet.Customer Experience- Launched a value-based member offering by defining new requirements, constructing ownership regulations, and establishing a revenue-share model- Designed a holistic guest experience through implementing customizable, individualized interactions including booking experience, amenity procurement, welcome process, and lodging service, averaging a 90% guest-to-member conversation rate- Implemented COVID-friendly service operations supporting 3x in occupancy rates throughout the pandemic.Business Transformation- Championed organization-wide data optimization through KPI development, technology advancement (Salesforce integration), data centralization, and reporting automation, enabling dynamic, consistent data accessibility, utilization, and analysis- Unified cross-functional relationships improving alignment across 1.6K+ employees company-wide.