Operations Manager, The Sports Core

Location: Onsite - Kohler, Wisconsin

Opportunity

Oversee the guest services team at Sports Core - inclusive of personnel and operations related to the Reception Desk, Facility Attendants, Custodial Services and Senior Retail Coordinator. The Manager-Operations, Sports Core is responsible for maintaining a single level of gracious service across all teams. They are also to ensure cleanliness standards of the entire facility (including the outdoor parameter). Maintain all amenities and assets. Hire, coach and manage teams to exceed expectations and industry ratings. Take fiscal responsibility for ensuring revenue goals and expense guidelines are met or exceeded. Serve as an active member of the business and resort leadership teams. Contribute ideas for the betterment of Sports Core related to personal, programs and products.

SPECIFIC RESPONSIBILITIES

Supervision and Leadership Requirements

• Directly manage Custodial Services Coordinator, Facility Attendant Coordinator, Front Desk Coordinator and Senior Retail Coordinator. And seasonal positions (Beach Attendants & Cooks) during summer.
• Hire, direct and coach associates to promote and maintain a high level of guest service.
• Direct and coach coordinators to enhance hiring, orientation skills and training capabilities.
• Make tools available for coordinators to accomplish this task efficiently and effectively.
• Monitor associates to ensure performance is in accordance with policies and standards set forth by Hospitality leadership. Implement behavior correction and disciplinary action when necessary.
• Develop staff according to abilities and interests, for promotional consideration and assumption of additional responsibilities. Nurture performance goals.
• Assure all members and guests receive prompt and efficient attention from associates at all times. Ensure their arrival experience is positive and engaging.
• Spend dedicated time daily observing staff behaviors and compliance with Kohler Luxury Standards. This includes staff interaction with members and guests during the performance of daily duties.

Fiscal Responsibility

• Monitor scheduling and subsequently salaries and wages to ensure they are within budgeted guidelines and are justified based on usage and occupancy. Be proactive regarding forecasting to meet business needs based on programs and events. Ensure sufficient staff to support these activities.
• Understand to support the Front Desk Coordinator's responsibility of completing daily cash/check deposits. Log information in spreadsheet found within shared resources. Investigate any discrepancies in deposits. Execute physical deposits drop offs.
• Balance hotel profiles ensuring Club Automation and Resort Suite transactions offset. Work with accountant and Systems Analysis to investigate discrepancies.
• Track inventory of cleaning and guest supplies. Place orders weekly to ensure adequate supply.
• Be responsible for all related maintenance and supplies costs; employ prudent purchasing techniques regarding price point, product selection and quantities.
• Be proactive regarding sustainability. Investigate and implement efficiencies regarding product and energy use.
• Participate in financial and strategic planning. Help to set and exceed goals. Engage staff to embrace and celebrate successes.

Personnel

• Ensure that job responsibilities for each department are executed efficiently and effectively.
• Interview and make prudent hiring decisions based on business demands, department schedules and fluctuating traffic demands.
• Complete weekly payroll for direct reports. Monitor and approve monthly schedule for reception desk staff. Monitor and approve requests off and shift changes.
• Provide adequate, concise and consistent training for all areas. This includes upselling techniques, communication, procedure access and adherence, information access and accuracy and professional appearance and demeanor. Develop on-going programs and interactive reinforcement sessions to fine-tune skills.
• Ensure that Sports Core members and guests receive the highest quality services by pre-set standards. Foster an upbeat and positive environment.
• Prepare timely and thorough staff reviews. Implement disciplinary action when necessary or promote staff based on high performance when warranted. Maintain accurate associate records and assist executive corporate initiatives such as surveys. Install a sense of camaraderie amongst teams.
• Manage the Guest Services merit pool by rewarding associates based on performance.

Group Responsibilities

• Partner with the Serve operations team to ensure guest service standards and cleanliness standards are being met and maintained.
• Work closely with Maintenance Technicians to ensure physical building concerns are promptly addressed.
• Act as Safety Coordinator for the business. Communicate and enforce safety initiatives and protocols. Work with corporate EHS contact and department heads to maintain Safety Element criteria is being met in order to remain or exceed the Tier I & II level. Update and manage the Safety Board.
• Train associates on the proper techniques to perform seasonal duties; snow and icicle removal, web and insect control; rental equipment (winter and summer), cleanliness of exterior surfaces, etc.
• Utilize technology on a frequent basis.
• Function as an active member of resort and corporate leadership teams for self-development and improvement of operations.
• Assist with seasonal departments. Manage snowshoes and assist MGR with operations of Deck and Beach Attendants.

Change Management

• Identify areas for process improvement related to personnel, facility assets or revenue.
• Implement new ideas and concept that support business goals and industry standards.