Michelle Bollinger

GENERAL MANAGER (December 2022 – Present)

• Direct daily operations across multi-unit departments including guest services, retail, food and beverage, housekeeping, maintenance and employee housing for a premier seasonal destination.
• Led the property to earn top-tier industry recognition, including features and awards from Condé Nast Traveler, Travel + Leisure, and Midwest Living.
• Championed guest journey initiatives to secure and maintain a current world-class Net Promoter Score (NPS) of 83.
• Formulate and manage annual operating budgets, successfully optimizing supply chains and labor to maximize seasonal profitability and cost control.
• Mentor and inspire a high-performing seasonal team, fostering a culture of safety, professionalism, and memorable guest interactions.

ASSISTANT GENERAL MANAGER (March 2021 – December 2022)

• Managed day-to-day operations and cross-departmental coordination to ensure seamless execution of guest services and specialty programming.
• Spearheaded recruitment, onboarding, and service training for seasonal staff members, driving high retention and team engagement.
• Analyzed guest feedback trends to implement immediate quality assurance improvement across lodging and F&B operations,

SEASONAL CONCIERGE (2018 – 2020)

• Curated high-end itineraries and custom Black Hills experiences for guests, establishing deep knowledge of local tourism dynamics.
• Resolved guest inquiries and elevated on-site hospitality standards, directly contributing to early brand loyalty and property growth.

• Built, owned, and operated a successful local business, managing all aspects of marketing, finance, facility operations, and client retention.
• Designed and executed targeted marketing strategies to drive membership growth and recurring revenue.
• Led group and personal training sessions, cultivating a highly engaged, community-focused client culture.