OPERATIONS MANAGER JOB DESCRIPTION

Reports to: Resort General Manager| FLSA Status: Exempt, Full-time

POSITION OVERVIEW

The position will assist the General Manager and Director of Food & Beverage in the management of day-to-day resort operations. In addition, the daily functions range from front desk administration, team member communication, property audits, and guest relations. Ensuring a positive culture with responsive service standards is paramount to the success of this position.

ESSENTIAL JOB DUTIES AND FUNCTIONS

• Assists with coordinating and driving daily, weekly, monthly, and Seasonal Membership Sales goals with the General Manager.
• Demonstrates critical thinking by understanding the needs of the guests, team members, and owner and makes decisions with company policies, operational priorities, and delegated authority.
• Coordinate special programming, including but not limited to themed weekends, special events, league operations (golf, bowling, pickleball, etc.), golf development programs, and additional food & beverage and resort-related functions in concert with the General Manager and Food & Beverage Manager.)
• Includes planning, pre-tournament / league operations, billing, scoring, prize distribution, and follow-up related to golf, bowling, and pickleball.
• Maintains a clean, orderly, and well-stocked retail operation with multiple outlets.
• Assist the Director of Food & Beverage with procurement, receiving, pricing, and inventory control procedures. 
• Assist the General Manager with Housekeeping organization and scheduling to ensure maximization of cabin and yurt turns and profitability.
• Assist with developing BEOs and leading staff for event set-up and execution.
• Troubleshoot resort needs and assist check-in or service recovery at all outlets.
• Prioritizes the importance of guest satisfaction by ensuring timely completion and follow-up of service requests, building relationships, creating activities and communication channels, escalating guest concerns, ensuring emergency and safety programs are in place, correcting unsafe conditions, and leading guest satisfaction, repeat bookings and seasonal renewal programs.
• Partners with the Resort General Manager to ensure that all life safety equipment is operable and that preventative maintenance agreements are followed
• Creates a high-end, service-oriented atmosphere that promotes the resort and meets the needs of the guests.  Ensures that associates provide a high level of customer service
• Works closely with resort management daily to ensure timely communication and establish good working relationships
• Assists with scheduling, performing payroll tasks and adjustments before submitting to payroll. 
• Assists the General Manager and Director of Food & Beverage with monitoring hours to maximize productivity and minimize overtime
• Assists in providing leadership and vision to team members.
• Assist with team member onboarding and training
• Assist with all opening and closing procedures
• Assist with fee collection, enforcing resort policies, assisting guests with resort etiquette, alerting management to any resort problems, and promoting the facility and its events.
• Trains, motivates and develops Golf Shop staff to ensure effective sales and service performance and techniques and product knowledge
• Conduct oneself professionally and maintain a professional image
• Maintains confidentiality of co-workers, management, owners, past and current guests, vendors, and all outside contacts
• Assist with activities involved in the successful day-to-day operation of the resort
• Compliance with all company, local, state, and federal safety regulations and confirms all parties adhere to health and safety standards to promote a healthy and safe work environment.
• Maintains consistent and timely attendance and sets an example for the team in punctuality. Oversee attendance concerns for all assigned departments and monitors the integrity of punches in the payroll processing system, reviewing records, investigating discrepancies, and documenting authorized corrections with Team Member Services.
• Consults with Resort General Manager regarding sales activity and strategies for increased occupancy
• Performs general office duties: answers the telephone; writes service requests, newsletters, files, monitors, orders office supplies and printed materials, etc.
• Performs other job-related duties as assigned

REQUIREMENTS

• High School diploma and some college required; Associate’s or Bachelor’s degree preferred; or equivalent work experience
• Minimum of three (3) to five (5) years of progressive experience in Hospitality or related field

• Previous experience in an upscale customer service environment
• Previous user experience with Newbook or property management software
• Communicates and presents at a professional and educated level of English, verbally and written;
• Sound background in accounting and financial principles

SKILLS AND ABILITIES

• Ability to work a flexible schedule, any day of the week, including being “on-call”
• Ability to write and communicate professionally in English
• Ability to apply critical thinking and sound decision-making
• Ability to resolve guest concerns while maintaining a friendly and professional demeanor
• Ability to demonstrate project management skills to ensure tasks are completed on schedule
• Ability to communicate professionally and adapt interpersonal skills to various audiences
• Ability to demonstrate teamwork by assisting co-workers and direct reports
• Ability to provide coaching to direct reports to develop their knowledge and skill set
• Ability to demonstrate critical thinking processes and sound decision-making
• Ability to effectively convey ideas and influence the opinions of others
• Ability to demonstrate computer literacy using Microsoft Office software
• Ability to demonstrate a passion for creative solutions and problem-solving while understanding the operational needs and budgeting requirements of the resort
• Ability to communicate general ledger accounting knowledge and technical skills, such as interpreting and reporting on budget variance analysis and general financial reporting
• Ability to be proactive, accountable, and able to multitask in a fast-paced environment

PHYSICAL DEMANDS

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is continually required to: 

• Stand; walk; sit; use hands to finger, handle or feel; reach with hands and arm
• Frequently required to balance; stoop, kneel, crouch, or crawl; talk or hear
• Occasionally lift and move up to 50 pounds

Alpen Bluffs Outdoor Resort is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, Alpen Bluffs Outdoor Resort will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer. 

The above information on this description has been designed to indicate the general nature and level of work performed by employees. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Management reserves the right to add to or modify the duties and/or responsibilities at any time.