Operations Manager

guestservices; Town of Florida (NY); On-site; USD 50,000 - 55,000; Full time

Job summary

Guest Services, Inc. is seeking an Operations Manager to support the General Manager in daily operations and administrative management.

The role includes supervising non-exempt and professional staff, and serving as Manager on Duty when needed to ensure a high-quality guest experience at the center. Responsibilities include opening/closing procedures, staff scheduling, payroll, customer service leadership, safety reporting, and budgeting support.

Qualifications

• 1-3 years of experience in management (boating/marine related preferred).
• First aid and CPR certification required.
• Ability to swim.
• Computer proficiency with MS Word, Excel and Outlook.

Responsibilities

• Assist in overall management of daily unit operations and MOD procedures.
• Supervise staff, schedule, train, and handle payroll procedures.
• Oversee front desk operations and ensure exceptional service quality.
• Address customer inquiries, resolve complaints, and maintain company image.
• Inspect facilities for safety and quality, report issues, and train staff on data collection.
• Verify invoices, manage petty cash, and assist in budgeting and P&L tasks.
• Oversee inventory and merchandising; collaborate on promotional plans and new client initiatives.
• Maintain safety awareness and report issues to the General Manager.

Skills

Interpersonal skills

Multitasking

Discretion

Education

Bachelor’s degree preferred

First aid and CPR certification

Ability to swim

Washington State Boaters Education Card

Washington State Drives License

Washington State MAST License

Washington State Food Handlers Card

A/B/C Fuel Operators License

Tools

MS Word

Excel

Outlook

Job description

50,000.00 USD Annual

The Operations Manager supports the General Manager in all aspects of the center’s daily operations and administrative management, including direct supervision of all non-exempt and professional staff. The Assistant General Manager also serves as Manager on Duty (MOD) when scheduled to cover in the absence of the General Manager and promotes the unit, thereby increasing profitability while ensuring that its customers have a high-quality experience.

Job Description:

ESSENTIAL FUNCTIONS

• Receive direction from the General Manager and assist in the overall management of the unit’s operations. Plan and manage daily operations, including performing opening and/or closing management and MOD procedures when assigned.
• Supervise and schedule staff; train new employees; delegate assignments and monitor staff performance. Initiate or recommend disciplinary action when appropriate. Recruit and interview candidates for employment. Perform all new hire procedures, including required paperwork and PeopleSoft entries, and all weekly payroll procedures.
• Oversee front desk operations and maximize efficient and service-oriented staff performance. Serve as a role model for employees by providing and promoting exceptional service.
• Serve as the point of contact for customer issues; respond to customer inquiries, resolve customer complaints, and communicate issues to the General Manager. Always represent the company in a professional and positive manner. Maintain and enhance the company’s image when interacting with clients, guests, associates, and vendors.
• Inspect the facility on a daily schedule and report any unsafe conditions or equipment to the General Manager. Ensure the cleanliness and safety of facilities, equipment, grounds, and courts and verify their good working order. Notify the General Manager of all unusual events, circumstances, or other safety or quality control issues. Complete comprehensive incident reports when necessary and train the employees on how to collect relevant information.
• Verify payments of invoices and billing accurately and resolve discrepancies when appropriate. Make change orders weekly; pay petty cash invoices weekly; monitor sales, resolve discrepancies, and review / prepare daily sales report, WOR, and end-of-the-month sales reports and operating statements. Assist in managing P&L statement and annual budgeting process.
• Oversee stock and visual merchandising displays; take and assist in controlling inventory. Review all plans and merchandising enhancements with the General Manager.
• Promote the LRA through various marketing plans and promotions; develop and implement new client new program ideas to bring in new revenue and recruit new clients.
• Maintain awareness of safety issues and report them immediately to the General Manager.

SKILL AND KNOWLEDGE REQUIREMENTS INCLUDE

• Bachelor’s Degree preferred.
• First aid and CPR certification.
• Ability to swim.
• 1-3 years of experience management experience. Boating and/or marine related experience.
• Computer proficiency with the ability to utilize MS Word, Excel, and Outlook.
• Demonstrated talent for interacting with a wide variety of people; ability to effectively organize and coordinate multiple priorities; ability to learn and develop new skills; ability to problem solve. Ability to maintain confidentiality.
• Excellent interpersonal, administrative, telephone and other communications skills.
• Washington State Boaters Education Card
• Washington State Drives License
• Washington State MAST License
• Washington State Food Handlers Card
• A/B/C Fuel Operators License

PHYSICAL AND MENTAL REQUIREMENTS

• Moving about on foot to accomplish tasks, particularly frequent movements from place to place within the unit. Bend, lift, carry, reach/extend arms and hands above shoulder height frequently, or otherwise move in a constantly changing environment.
• Lifting, carrying, and pushing up to 25 lbs. regularly, 30-35 lbs. frequently, and up to 50 lbs. occasionally.
• Ability to stand for the entire work-day and to climb steps regularly.
• Withstanding temperature extremes and inclement outdoor weather.
• Reading and writing work-related documents in English.
• Speech recognition and clarity, including the ability to understand the speech of customers and co-workers and the ability to speak clearly so that you can be understood by customers and co-workers in English.
• Physical presence at the job site is essential to perform job duties.

EQUIPMENT USED

• Typical office equipment (computers, phone system, fax, copiers, scanners, among others).
• Marina and dock maintenance equipment.

Founded in 1917, Guest Services has worked tirelessly to earn the reputation as the premier hospitality management company and National Park Service concessionaire in the United States. Guest Services takes great care and pride in providing best-in-class services across a wide variety of client sites including luxury communities, hotels, resorts, government and business dining facilities, full-service restaurants, state and national parks, outdoor recreation, boathouses, marinas, museums, conference centers, senior living communities, health care systems, school and university dining facilities, and specialty retail stores.

Guest Services, Inc. is an Equal Opportunity employer. All qualified applicants will receive consideration for employment and promotion without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.