FTL - OPERATIONS SUPERVISOR

REPORTS TO
General Manager

POSITION SUMMARY
The Operations Supervisor is responsible for overseeing the day-to-day operational activities of the campground, ensuring a smooth, efficient, and enjoyable experience for all guests. This role involves managing various departments, including staffing, inventory, maintenance, safety, housekeeping, guest services, and recreational activities. The Operations Supervisor plays a vital role in maintaining high standards of service and operational excellence, working closely with the management team to implement policies and procedures that enhance guest satisfaction and employee productivity. This leadership role is responsible for delivering KOA’s Culture, Mission, Vision, and Values.
SPECIFIC DUTIES

Oversee daily operations across all departments, ensuring that tasks are completed efficiently and to a high standard. Communicate and correct deficiencies in these departments by collaborating with the departmental supervisor and GM.

Provide great customer service while improving guest satisfaction and raising the net promoter score through training of staff and maintaining of the property.
Manage and support campground staff, including hiring, scheduling, and training.

Assist the GM in achieving monthly and annual budget requirements.
Manage sensitive and confidential information with the highest level of discretion. Ensure that all data is securely stored and accessible only to authorized individuals.
Ensure all accounting functions at the campground follow OAK procedures including correct and accurate cash handling.

Maintain compliance with preventative maintenance and deep cleaning programs through regular inspection of cabins with the Housekeeping Supervisor and Engineer Supervisor.

Prepare reports as required, relating to procedures, efficiency, scheduling, attendance, etc.
Develop effective conflict resolution and critical thinking skills.
Monitor and manage inventory levels, ensuring that all necessary supplies are available.

Comfortable in high-pressure and fast paced situations while maintaining composure and objectivity.
Maintain property by following the quality assurance manual.
Function as Manager on Duty in the absence of GM.
Implement and enforce safety protocols to ensure a safe environment for both guests and staff while complying with various local, state, and federal safety requirements.

Foster a work environment that maximizes employee involvement, morale and is dedicated to delivering KOAs Culture, Mission, Values and Goals.

Note that this job description is not intended to cover or contain a comprehensive listing of activities, duties, or responsibilities. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

EXPECTED RESULTS

Demonstrates leadership skills.
Meet property’s target for guest satisfaction through Guest Satisfaction Surveys and Net Promoter Scores.
Meet property’s target for employee engagement & experience metrics through organizational Employee Experience & Engagement Survey scores and employee feedback.
Precise control and adherence to KOA policies of all generated cash.
Contributes to organization success by building competent and diverse teams with a focus on development.
Model accountability to KOA’s Culture.
Meet Quality Assurance standards and goals.

JOB QUALIFICATIONS

High School Diploma or equivalent
Proven experience in a Customer Service supervisory role
Hear and speak the English language fluently
Strong decision-making ability
Proficient Computer Skills
Ability to work nights, weekends and holidays
Excellent communication, collaboration, and delegation skills with ability to manage confrontation
Ability to motivate, lead and develop a diverse team
Strong working knowledge of operational procedures
Valid driver’s license

PHYSICAL REQUIREMENTS

Ability to stand for long periods of time.
Must be able to lift to 50 pounds, lift and carry 25 pounds occasionally and 10 pounds regularly.

Ability to bend, stoop, kneel, crouch, climb and move safely over uneven terrain.
Able to work inside and outdoors and in various climates.