Operations Manager

Description

Position Summary:

The Operations Manager is responsible for providing quality guest service within the guidelines specified by Glen Ivy’s standard operating procedures, from the initial greeting to the farewell of all guests who visit the Resort. He or she will manage the daily work habits and oversee the operations of the following indoor and outdoor areas; Resort Hosts (Indoor/Outdoor Pool Areas), Bath House Hosts (Indoor Upscale Locker Room), Grotto/Club Mud Hosts (Specialty Social Spa Experience Areas, Indoor and Outdoor), Security, and Housekeeping with laundry responsibilities, as well as provide an equal partnership to the Guest Experience Manager, who oversees all Front Desk operations (Guest Services Resort Coordinators) and Central Reservations. This position is expected to work weekends and rotate open, mid, and evening shifts with all other managers in the Resort through MOD (Manager on Duty) shifts.

This position is comparable to a Rooms Division Manager within a hotel, with a high level of attention to cleanliness, maintaining capacity expectations and the overall Resort setting. The Operations Manager is responsible to see to the comfort and safety of every guest that visits the resort and for resolving any guest concerns that may arise while managing the operations of the resort. This position requires a high degree of initiative on the part of the person holding it, as well as dedication to the company and efficiency with leading the staff. In this position, your duties would include working closely with the Director of Facilities, and the Director of Spa, throughout the day to ensure guests are well cared for and maintain consistent and strong guest interaction and conversation. The Operations Manager is expected to participate with Human Resources in order to interview, hire, train, develop, retain, coach and counsel, conduct performance and salary reviews. As well as resolve employee problems, provide open communication vehicles, discipline and separate employment as appropriate while supporting department leaders.

It is solely the Operation Managers responsibility to spot check public areas for cleanliness and appearance independently and during daily walk through inspections and verify the resort standards are being met, authorize the schedules for department staff, and manage the expenditures and budgets to make sure they are being maintained. The Operations Manager will attend daily meetings with their direct report, the Resort Manager, as well as sit in on executive meetings in the Resort Manager’s absence. The day to day operations of the resort rest squarely on the Operations Manager and a commitment to a quality experience.

License(s): Preferred but not required: CPR and First Aid Certified, Blood Borne Pathogen Trained, Certified Spa Supervisor, or Food Handler’s Card or SERVSAFE certification a plus

Education/Training: High School Diploma, BA or BBA in Management or Hospitality and Tourism Management preferred.

Experience:

• 3 years hospitality supervisor/management experience required
• Resort/Spa experience, a plus
• Customer Service
• Inventory Control
• Janitorial or Commercial Cleaning/ Housekeeping or Grounds keeping experience a plus
• Guest interaction and employee relations
• Experience with POS software, a plus
• At least two years’ experience in a guest service-related position

Qualifications

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with this job. While this job description is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g., emergencies, changes in workload, rush jobs or technological advances.)

Salary : $62,400 - $65,000