JOB DESCRIPTION: The Operations Manager is a hospitality professional who supports the General Manager in the day-to-day operations of the RV Resort and Marina. In this position, the Operations Manager is providing team leadership and training, modeling and setting exceptional standards of ‘Yes I Can’ service performance in order to deliver unforgettable experiences on the ocean to our customers and Crew. The Operations Manager will also be responsible for professionally upholding the OBMG Core Values, building an enthusiastic team and supporting key aspects of the operations and facilities. This includes supporting the drive to increase revenue for RV bookings, moorage, and rental boat services, as well as the ongoing maintenance of the physical plant and grounds.  A key responsibility is building positive and productive relationships with the crew, customers, and members of the community. This position’s responsibilities include, (but are not limited to) the following:

ACCOUNTABILITIES:

Required:

• Drive RV and moorage revenue through the delivery of exceptional customer service, safe and well-maintained facilities and effective marketing initiatives.
• Model exceptional customer service by supporting and demonstrating the ‘Yes I Can’ service and OBMG Core Values with a professional attitude at all
• Provide effective leadership and day-to-day management of crew members including contractors involved in customer service, cleaning, building, repairs and maintenance.
• Oversee all aspects of the day-to-day operation of the RV & Marina facilities, including property and facilities, in a safe, efficient and cost effective manner - ensuring that appropriate standards and controls are in
• Work with the General Manager, Oak Bay Marina & Pedder Bay RV Resort & Marina to ensure that:
  1. All real property and chattels associated with the Marina, as well as the parking lot and associated landscaping are managed to a quality standard suitable to the OBMG and the local
  2. Solid relationships are built with leaders within the community to enhance OBMG’s reputation and brand.

Primary Responsibilities:

• Ensure the service standards and maintenance of the RV Resort & Marina and surrounding areas is up to OBMG standards to create an exceptional guest environment as well as a safe and secure environment for all customers and crew.
• Ensure the RV & Marina physical plant and fixed assets are carefully maintained, cared for, and secured when necessary, in a sustainable and environmentally sound manner.
• Build relationships with all customers and operate the business consistent with the terms and conditions of the Oak Bay Marina Ltd. RV & Marina rules and regulations contract with RV and moorage customers in alignment with provincial and national regulations.
• Set the pace and lead by working shoulder to shoulder with crew to assist in providing guests an optimal guest experience.
• Support the maintainance of organized customer accounts and collaborate with the team in managing the booking software to maximize occupancy within the business.
• Assist the General Manager to ensure revenue targets are met in all departments; ensure the RV Resort & Marina is at full capacity. Revenue Management ongoing.
• Ensure labour costs and controllable expenses are managed consistent with OBMG policy, cost targets and customer service standards.
• Assist the General Manager in preparing the annual budget; responsibility for meeting cash flow and budgeted revenue objectives to meet annual profit objectives.
• Support the completion of all daily, weekly, monthly and annual paperwork in an accurate manner with on time reporting.
• Work in partnership with the General Manager, to recruit crew members that conduct themselves in accordance with the “Yes I Can” philosophy and our Core Values.
• Train and supervise crew members to align and maintain systems to retain crew, improve morale and motivation levels. Conduct and follow up on training at all levels, including guest service standards, and participate in OBMG training programs and initiatives.
• Follow the program for management of crew performance through both formal one-on-one and annual reviews and informal on-the-spot coaching for the development of crew and identification of promotable future leaders for succession plans.
• Ensure all inventories of merchandise and other supplies are kept up to date in a manner appropriate with the season and business levels of the RV & Marina.
• Ensure the Emergency Response Program is maintained, clearly communicated and trained to all affected.
• Active participation in the Health & Safety Committee. Establish and follow up on the administration of the Safety and Security Program to ensure all applicable corporate safety and security policies are adhered to.

JOB REQUIREMENTS:

 Education and Technical Skills:

• Post-secondary degree in Business Administration, Facility Management or Hospitality/Tourism, equivalent credentials or the equivalent combination of education and experience (see below).
• Solid management, leadership, analytical and communication skills.
• Excellent organizational skills.
• Aware of environmental issues as they pertain to RV, boating and marina operations.
• Working knowledge of Microsoft Office Suite of products.
• Occupational First Aid – Level 1 required.
• Occupational First Aid – Level 2 an asset.
• Valid Drivers License required
• Pleasure Craft Operator’s Certificate (PCOC) an asset.

Experience:

• Minimum five (5) years’ experience as a Supervisor or Manager in a dynamic, multi-faceted hospitality focused business.
• Revenue management and inventory controls.
• Strong demonstrated focus on delivery of exceptional customer service.
• Previous experience working in an RV and/or Marina resort an asset.
• Passion for outdoor tourism.
• Experience working with a management team to define and implement business strategies, budgets and reporting.
• Experience in resort or facility management an asset.
• Mechanical aptitude, knowledge and experience with RV/boats an asset.

CORE Values:

• ‘Yes I Can’ is:
• Passion for Service
• Enthusiastic Teamwork
• Dedication to Greatness
• Respect for our Crew, Community and the Ocean

Behavioral Competencies:

• Business Acumen: ability to understand the business implications of decisions and the ability to strive to improve organizational Awareness of business issues, processes and outcomes as they impact the client’s and the organization’s business needs.
• Improving Operations: ability and motivation to apply one’s knowledge and past experience for improving upon current modes of operation within the Oak Bay Marina.
• Leadership: has the desire to lead others, including diverse Sets direction and operates in keeping with an understanding of the industry, political climate, market dynamics and business priorities of the company.
• Empowerment: ability to share responsibility with individuals and groups so that they have a deep sense of commitment and ownership.
• Change Management: ability to support a change initiative that has been mandated within the Can provide the ongoing guidance and support that will maintain enthusiasm and commitment to the change process.
• Holding People Accountable: can set high standards of performance and holds team members, outside contractors, industry agencies, , accountable for results and actions.
• Communications: Openly communicates in an honest, persuasive and articulate
• People Skills: Treats people fairly, with dignity and integrity, to promote commitment and productivity. Develops others by providing a supportive growth environment and by coaching and mentoring. Demonstrates effective interpersonal skills and works cooperatively and effectively within and across organizational units to achieve common goals.
• Relationships/Client Focus: Seeks and builds internal/external relationships and collaborations. Brings excellence to internal or external clients by focusing efforts on discovering and meeting their
• Results Focus: Focuses efforts on achieving quality results consistent with the OBMG current and future business

Physical Requirements

• Ability to work outside in a variety of weather
• Standing and walking for extended periods of
• Ability to lift up to 50 pounds, carry and bend.