Operations Manager

This is a senior leadership position, responsible for the day-to-day operational performance of the overall resort from both a guest and staff perspective. The primary objective of this role is to ensure the smooth and efficient running of all departments on a daily to weekly basis.

Working closely with, and under the guidance of the General Manager, the Operations Manager is a key member of the leadership team who will lead, drive, motivate, implement and track a clear and concise operational plan adhering to the company's goals, aims, culture and financial targets.

Of the utmost importance is to ensure our guests have unforgettable experiences by implementing a clear and all-encompassing customer journey which also reflects the business requirements. Working closely with the People Manager, the Operations Manager will help drive the people plan and strategy forward whilst consistently challenging, supporting, nurturing and developing the team, particularly department heads on operational matters.

You will push and pull across departments to get the most efficient performance out of the resort each day, whilst tackling issues with both guests and staff as they occur. You are the main call point for significant daily operational issues and follow up.

Driving sales, service, problem solving and efficiency are key aspects of this role, and standing in for the GM in their absence is vital to continuity and progression.

You will also have a significant input into resort compliance and health and safety alongside the GM & People Manager. A pro-active and results driven service professional, the Operations Manager is responsible for, but not limited to:

• Working with your department heads to ensure the smooth day-to-day running of all properties and resort facilities, maintaining high standards of service, cleanliness and guest satisfaction.
• Leading the training and development of your team, whilst taking on Resort Duty Manager shifts on a rota basis.
• Setting a professional example to the operations team and finding the most commercial solutions to constantly improve the operation.
• Exceeding guest expectations by continually improving customer engagement and ensuring all feedback is acted upon efficiently.
• Being a brand ambassador and living and breathing Taymouth Marinas culture and values.
• Motivating, managing, and developing your team, promoting an independent spirit yet professional environment that aligns with our values.
• Leading regular team meetings with department heads, ensuring all departments are working towards set objectives.
• Empowering department heads to ensure their department runs as efficiently as possible, and where required guiding, supporting and managing them to make necessary operational efficiencies.
• Conducting regular 121s and appraisals of direct reports, working with the People Manager in resolving employee relations as they occur in line with grievance and disciplinary procedures.
• Providing the GM with relevant data and reporting that includes guest satisfaction, salary forecasting and department challenges that may impact business performance.
• Being responsible for operational SOPs, their creation, evolution, implementation and monitoring.
• Supporting heads of departments in driving operational efficiencies and ensuring financial targets are met and exceeded where possible.
• Setting challenging KPIs for HODs, along with ensuring they have the tools and resources to meet these.
• Constantly evaluating the customer journey for each department and working with the GM to elevate the experience.
• Agreeing operating staffing levels, scheduling, communications, forecasting of payroll, tracking, managing the ebbs and flows of requirements and weekly sign off of payroll shifts.
• Liaising with the People Manager to highlight personnel issues, recruitment demands, people plan and accommodation requirements.
• Working with the GM on weekly reporting systems and tracking performance.
• Ensuring full compliance with Health and Safety legislation, managing risk assessment completion, monitoring safety measures, and auditing facilities regularly.
• Taking the lead for ensuring the business meets all green and sustainable objectives.
• Developing, implementing, and maintaining programs that minimise our impact on the environment and promote workplace safety and wellbeing.
• Developing and owning an environmental impact roadmap and strategy, and reporting back to the management team on progress via regular updates.