Operations Manager

OPERATIONS MANAGER

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This is a senior leadership position, who is 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 from 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 companies 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, in particular 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 a key aspect 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, you will ensure the smooth day-to-day running of all our properties and resort facilities, maintaining high standards of service, cleanliness and guest satisfaction.

Working with the People Manager, you will lead the training and development of your team, whilst taking on Resort Duty Manager shifts on a rota basis.

You will lead from the front in striving to set a professional example to the operations team and find the most commercial solutions to constantly improving the operation.

Exceed guest expectations by continually improving customer engagement and ensuring all feedback is acted upon efficiently.

Be a brand ambassador and live and breathe Taymouth Marinas culture and values.

You will motivate, manage, and develop your team, promoting an independent spirit yet professional environment that aligns with our values.

Lead regular team meetings with department heads, ensuring all departments are working towards set objectives.

You will work with your department heads to empower them to ensure their department is running as efficiently as possible, and where required guide, support and manage them to make the necessary operational efficiencies.

Conducting regular 121s and appraisals of your direct reports, you will work with the People Manager in resolving employee relations as an when they occur in line with our grievance and disciplinary procedures.

Provide the GM with relevant data and reporting that includes guest satisfaction, salary forecasting and department challenges that may have a direct and indirect impact on business performance.

You will be responsible for operational SOPs, their creation, evolution, implementation and monitoring of them.

Support your heads of departments in driving operational efficiencies and to ensure financial targets are met and exceeded where possible.

Working with the GM, you will set challenging KPIs for your HODs, along with ensuring they have the tools and resources to meet these.

Responsible for constantly evaluating the customer journey for each department and working with the GM to elevate the experience.

You will work with the GM to agree operating staffing levels, scheduling, communications, forecasting of payroll, tracking, managing the ebbs and flows of requirements and weekly sign off of payroll shifts.

You will liaise with the People Manager to highlight personnel issues, recruitment demands, people plan and accommodation requirements.

You will work with the GM on weekly reporting systems and tracking performance.

Ensure full compliance with Health and Safety legislation, by managing risk assessment completion, monitoring safety measures, and auditing our wide range of facilities regularly.

Working with the GM, you will be responsible and take the lead for ensuring the business meets all green and sustainable objectives.

The Operations Manager will be responsible for developing, implementing, and maintaining programs that minimise our impact on the environment and promote workplace safety and wellbeing.

Develop and own an environmental impact roadmap and strategy, and report back to the management team on progress via regular updates.

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