Operations Manager

GENERAL SUMMARY

The Operations Manager is an exempt position whose primary responsibility is the operational success of the Club through the on-going creation and/or development of staff, programs, services and facilities. The Operations Manager oversees the Front Desk, as well as provides leadership to all Associates to ensure that member needs are met and that the experience that we deliver surpasses expectations.  The Operations Manager will be required in a daily basis to exercise discretion and independent judgment in ensuring that the Club is successful and that Associates are adequately developed.

Our Culture

Our unique culture is at the heart of all we do and is guided by our values and behaviors. It’s what we expect of ourselves and each other every day. We call it our “Code of Culture”.

Our Code of Culture includes Our Mantra, Our Actions We Live By, and Pete’s Promise:

Our Mantra:

Respect The Past

Accept Responsibility

Pay it Forward

Our Actions We Live By:

Actions We Live By. It’s who we are when we step into our full power.

Keep It Real. Always. We need open and honest discussions. We need courage to speak up and to call things out that aren’t good enough. And we navigate tough conversations with empathy and grace.

Think Ahead. Be An Owner. Always be proactive, not reactive; be on the front foot. If we want to be an owner of this business, we must act like it!

Stay Humble. Hustle Harder. Show up and do the hard work. Be a gritty, roll-up-your-sleeves kind of crew. Know it’s never about one person–we are a part of a powerful team.

One Team. One Voice. Be ONE united team. When we move in the same direction, there are no limits to what we can accomplish.

Be Curious. Ask Why. Stay member curious. We seek to understand, and we never settle. We ask questions to truly understand the core of a matter.

Pete’s Promise:

Service Forward

Ruthlessly Consistent

Do the Right Thing

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Employee Management

• Hires, trains, supervises, develops, and terminates the employment of those supervised in accordance with company policies and directives

• Performs timely performance evaluations on supervised Associates.
• Responsible for implementation of all laws, regulations and policies regarding, employment practices, safety rules and all other company policies and procedures
• Process, review and submit payroll for those supervised directly by Operations Manager
• Monitor uniform adherence of all staff
• Act as Club and/or Manager on Duty, as required

Department Management

• Daily walk-throughs of Club to ensure staff is maintaining a clean, organized and safe facility
• Manage the Front Desk operations to ensure efficiency and exceptional member, guest and Associate service
• Warmly welcome members and guests, respond to inquiries in a timely manner, and provide personalized service for specialized or unique requests. Curate and share comprehensive information on property amenities, local attractions, events, programming, and recreational activities.
• Create weekly and daily schedules that allow the team to focus on specific tasks while covering breaks to keep club operations running smoothly, and step in to perform Member Service Concierge duties as needed to fill gaps.
• Organize and implement services and programs, maintain shift logs and logbooks, and facilitate effective communication through daily memos and pass-downs.
• Manage and coordinate member services including reciprocal club guest inquiries, guest agreement logs and charges, nanny passes, locker assignments, and lost and found items (organized and discarded quarterly on specified dates).
• Conduct weekly/bi-monthly team meetings to keep staff informed on club updates, programming, policies, member concerns, and upcoming events.
• Oversee all member and guest interactions, including phone, email, and in-person inquiries, ensuring timely and appropriate resolution by coordinating with relevant departments.
• Manage supply inventory through monthly audits and loss control measures, and ensuring that all supplies are adequately stocked
• Develop and implement comprehensive, member-focused operational standards
• Oversee day-to-day Club operations run safely, smoothly and efficiently through a visible management presence and leadership.

Communication & Relationships

• Effectively and professionally interacts and communicates with senior management, managers, other Associates, vendors, members, and guests.
• Promote harmonious relations among members, staff, vendors, and the community at-large.
• Communicate timely and follow up, as appropriate.

• Active participation in required events, required programs, required meetings and required trainings.
• Ensure the TBCC mission and club brand is upheld in all aspects of club operations

• Represent the club in a professional manner through image, dress, communication, and immediate follow through and response

Corporate Goals & Objectives

• Promote the company’s safety goals and actively work towards ensuring a safe working environment.
• Interpret and ensure compliance with company policies and procedures.
• Actively further Club objectives and continuously support improvement and positive change, which includes participating on corporate designated committees to improve the company and business operations.
• Make professional development a consistent priority.

• Flexibility in work schedule, as job may require day and evening shifts, weekends and holidays

MINIMUM QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each primary job function satisfactorily.  The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

SKILLS & KNOWLEDGE

• Policies and Regulations — Knowledge of company polices, federal, state and local laws, government regulations and agency rules that pertain to property managed.
• Management of Personnel Resources — Knowledge of principles and procedures for legally identifying the best people for the job, hiring, motivating, developing and directing people as they work.
• Management of Financial Resources — Basic knowledge of economic and accounting principles and practices for creating a realistic budget, banking, understanding financial reports and the ability to use mathematics to solve problems.
• Sales and Marketing — Basic knowledge of principles and methods for showing, promoting, and selling services. This includes marketing strategy and tactics, and sales techniques.
• Problem Anticipation/ Deductive Reasoning — Ability to tell when something is wrong or is likely to go wrong and then apply general rules to specific problems to produce answers that make sense. Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems and considers the relative costs and benefits of potential actions to choose the most appropriate one.
• Written Comprehension and Expression — Ability to read, understand and communicate information and ideas in writing so others will understand.   
• Oral Comprehension and Expression —Ability to understand and communicate so others can understand ideas and information.
• Computer – Ability to develop and maintain computer records in MS Office programs such as Word, Excel, Outlook and other software required by TBCC and regulatory agencies. Ability to utilize club management software programs.

EXPERIENCE & EDUCATION

• Minimum of 3 years prior management experience including budgeting, planning, developing and implementing operational systems
• At least 3 years’ experience in personnel supervision, training, and evaluation
• Demonstrated experience in problem identification, analysis, recommendation of options and development of logical and workable solutions.
• Demonstrated experience in preparing and completing administrative statistical and programmatic studies with comprehensive analysis and sound recommendations.
• Demonstrated ability to support and develop diverse environment.
• CPR/AED certification

WORKING CONDITIONS/ PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• This position deals with outside personnel such as members and clients on a regular basis with contact in various forms such as in person, phone and email.   
• The location of the position changes frequently from indoors to outdoors as property extends to both environments.  However, extreme environmental conditions do not exist.   
• It is sometimes necessary to deal with unpleasant or angry people with the need to problem solve difficult situations.
• It is necessary to adapt to a frequently changing environment.
• Sitting and standing is as needed.
• Requires occasional physical exertion such as bending, twisting, sitting, stooping, and use of hands and fingers.
• It is necessary for the position to travel independently to property locations on a minimal basis.

JOB DESCRIPTION REVISION

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with this job.  While this job description is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change.  This job description replaces all previous descriptions for this position.

An Equal Opportunity Employer 

The Bay Club Company (“TBCC”) provides equal employment opportunities without regard to race (and all traits historically associated with race, including but not limited to, hair texture and protective hairstyles), color, religion, creed (including, but not limited to, religious dress and grooming practices), sex (including pregnancy, childbirth or related medical conditions, and breastfeeding, and other related medical conditions), sexual orientation and identity, gender, gender identity, gender expression, actual or perceived national origin/ancestry, accent or ability to speak English, age, disability, marital/familial status, source of income, veteran status, citizenship status, political activities or affiliations, medical condition, genetic information, persons with AIDS or AIDS-related condition, or persons who are victims of domestic violence.