Senior Manager on the Dock/ Operations Admin Support

At Rowing Dock, our number one priority is ensuring that our customers have an exceptional, fun, and memorable experience. We believe that 100% customer satisfaction reflects our own team’s commitment to their job and sense of cultural connection to their organization and team members.  

If you join the Rowing Dock crew, we promise the following:

-        You will spend many of your days working in the Texas heat and sunshine (this is code for: must love the outdoors)

-        You will have a team of people who will support you and that you'll look forward to working with each day

-        You will work really hard but feel it's all worth it

Summary:
The Senior Manager on the Dock (SMOD) is a key member of Rowing Dock's small but mighty operations team. You will serve as a lead Manager on the Dock and will be focused on executing Rowing Dock's customer-centric operations strategy while providing critical support to the operations team and co-managing our dock team.

Position

It is everyone's responsibility to ensure the Dock is a comfortable place that attracts and satisfies customers. The SMOD understands and supports all Rowing Dock policies and systems to ensure quality customer service, clean and safe premises and equipment, and responsible staff performance and behavior. The SMOD is responsible for making sure everything is running smoothly on the dock. In order to effectively manage and oversee all activities, the SMOD must keep the big picture in mind at all times, support the Dock Attendants (DA), and allow them to execute the work of the dock. 

The SMOD also provides administrative support to the Operations Team including assisting with schedule changes, responding to emails from customers, helping with bookings for group reservations and guided tours, and being a site lead for groups and special events. If problems or complaints arise, the SMOD is the face of the business to the customer and the problem solver. The SMOD will often provide closing support and act as backup to the Operations Managers when they are not on site.

SMODs report to the Operations Managers and are also supervised and supported by the Director of Operations. SMODs consult with the Operations Managers on all staff issues, customer feedback, and operating systems.

Core Responsibilities:

Customers

·       Interact and engage with customers while on-site, looking for ways to ensure each customer leaves raving about their experience

·       Resolve negative customer complaints by conducting a thorough analysis of the situation to find the most effective solution

·       Manage customer inquiries. This can include email, Google Booking requests, Website Inquiries, and inquiries from our booking software.

Team

·       Support and supervise dock staff

·       Play an integral role in the dock staff hiring and training process

·       Monitor staff training progress and make scheduling recommendations accordingly

·       Make day-of assessments to increase or decrease staffing based on weather and volumes

·       Manage Dock Attendant (DA) duties to adequately serve the fluctuating volume of customers

·       Provide positive feedback to staff regularly, acknowledging their contributions

·       Look for DAs who are ready for more responsibility and train them

Operations

·       Responsible for all dock operations while on duty, maintaining order at all times

·       Maintain a positive and calm attitude toward customers and staff

·       Ensure proper safety and security measures are being taken to protect customers, staff, and       equipment

·       Know when and how to pilot the launch safely and effectively

·       Monitor cash flow. Make till drops and ensure adequate change is available in the hut.

·       Ensure completion of tasks listed on Day Specific Duties Charts

·       Monitor Daily Checklist for proper completion of tasks and for discrepancies or issues

·       Implement rental procedures and good practices related to boat usage, boat handling, customer communications, boat storage, fleet maintenance, and quality control

·       Support the operations team with the purchase of supplies and maintenance of supply inventory including, but not limited to office supplies, dock supplies, and first aid

·       Adjust and update the point of sale system based on new offerings, merchandise, or promotions under the direction of the Operations Managers and Director of Operations

·       Support the Operations team to facilitate group bookings, private guided tours, and special events through online booking platforms

·       Support the Marketing Director with tasks related to merchandise sales, inventory management, planning, and onsite support for photo shoots and events

·       Fulfill Shopify orders

·       Maintain merchandise inventory by completing bi-weekly counts and updating the point of sale accordingly

·       Serve as backup Operations Manager when necessary

·       On-site vendor communications when necessary

Previous Experience and Qualities:

·       LOVES spending long periods of time in the outdoors

·       Proven record as a strong DA or relevant experience. Must have worked on the dock for sufficient enough time to learn all systems well, or equivalent industry experience.

·       Must be a quick learner as well as a good leader and teacher

·       Strong communication and customer service skills

·       Strong leadership and management skills; passionate about team development and growth

·       Excellent verbal and written communication skills

·       Detail oriented

·       Organizational and project management skills

·       Critical thinking and problem-solving skills

·       Enjoys collaboration and working in a team setting

·       Bachelor's degree 1 Year experience in similar field OR 3 year's equivalent experience

·       Previous management experience and/or previous experience in customer service or the hospitality industry

Work Environment:

70% outdoors with varying weather conditions ranging from 30-110 degrees Fahrenheit. Mostly warmer climate in direct sun, standing, bending, lifting 50-100 lbs. 

30% Shared office environment sitting at a desk working on a computer and talking on the phone.

Schedule Requirements:

Part-time position (20-30 hrs./week) with a heavier workload during the peak rental season (March through October) and a lighter workload during the fall and winter months.

This position requires evening, weekend, and some holiday availability (holidays you would be asked to work are Spring Break, Memorial Day, Independence Day, and Labor Day)

This position requires a minimum commitment of one full year.

Pay and Benefits:

 $20-23/hour based on experience

Eligible for 401K plan after 1 year/1000 hours worked