Operations Manager

OperationsManager

Rowing Dock is one of Austin's treasures providing kayak,canoe, and stand up paddleboard rentals on Lady Bird Lake. Our mission is toprovide everyone, regardless of age skill, or income level, the opportunity toexperience the joyful feeling of seeing Austin from the water. Our number onepriority is ensuring that our customers and our staff have an exceptional, fun,and memorable experience. We believe in the power of hospitality and thatstarts with our leadership team.

What we are looking for:

Rowing Dock is looking to add an Operations Manager to ourexisting Operations Team. Our ideal candidate loves being outdoors, workingwith people, has experience managing a team, and is passionate about customerservice.

Why you want to work for Rowing Dock:

        Competitive Salary with Profit Sharing

        Healthcare & Retirement Benefits Package

        Paid Training

        Paid Time Off and Flex Time

        Can combine PTO and UPTO for longer vacations in the downseason

        A leadership team that invests in you and cares about yourwellbeing

Position Summary:
The Operations Manager (OM) is a key member of Rowing Dock's leadership teamand will be focused on executing Rowing Dock's customer-centric operations strategy.  The OM plays a vital role in hiring,training, and managing our team and instilling our hospitality values along theway. Along with day-to-day business and staff management, the OM will beresponsible for supporting and growing our guided tours, group reservations,and community offerings.

Schedule Requirements:

The Operations Manager position is a full-time salariedposition with a minimum commitment requirement of one year. This positionrequires the following:

        Flexible Schedule- Customer volumes can be volatile basedon seasonality, weather, events, and tourism fluctuation. The OM must be ableto adjust their schedule to meet the demands of the business.

        Evening, Weekend, and Holiday Availability- Rowing Dock is open7 days a week, weather permitting, from sunup to sundown. We are busiest onweekends and in the peak summer months andsummer holiday weekends. To ensure business is running smoothlyand all staff have the proper support, someone from the leadership team isstaffed during all hours of operation. As a member of the leadership team, theOM will share the responsibility for providing some evening, weekend, andholiday support.

        Working in an Outdoor Environment- We think this is thebest part of the gig - you must truly love being outdoors for the OperationsManager role to be a good fit. The OM spendsapproximately 60% of their time on the dock in varying weather conditions.For several months of the year (May - September), weather can range from 90 -105 degrees. A successful OM must be comfortable working under direct sunlight,standing, walking, bending, and/or lifting 50-75 lbs.

Core Responsibilities:

Team 

        Supervise current staff; interview, hire, and train alldock staff

        Lead the hiring and training process for guided tours andteam building and games staff

        Oversee staff shift scheduling and time-off requests

        Review staff portal to analyze, address, and respond today-of updates, questions, or concerns raised by the day-of manager

        Make day-of assessments to cut or increase staffing basedon weather and volumes

Customers

        Interact and engage with customers while on-site, lookingfor ways to ensure each customer leaves raving about their experience

        Enhance the customer experience via our online platforms

        Execution and oversight of bookable offerings on-site

        Resolve negative customer complaints by conducting athorough analysis of the situation to find the most effective solution

        Manage customer inquiries on Google and Yelp

Operations

        Managelabor costs based on fluctuating business operations and income

        Support your partnering Operations Manager with managingthe rental fleet including regular evaluation of boats, management ofrepairs, boat warranty management, and ensuring launch readiness at all times

        Implement rental procedures and good practices related toboat usage, boat handling, customer communications, boat storage, fleetmaintenance, and quality control

        Support your partnering Operations Manager with vendornegotiations, purchase of supplies, and maintenance of supply inventory

        Make adjustments and updates to the point-of-sale systembased on new offerings, merchandise, or promotions; conduct testing

        Facilitate group bookings, private guided tours, andspecial events

        Develop and implement business growth strategiesspecifically related to group bookings, guided tours, and special events

        Support the Marketing Director with tasks related tomerchandise sales, inventory management, planning, and onsite support for photoshoots and events

Experience and Competencies:

        3+ years of previous managementexperience in customer service or the hospitalityindustry

        Experience managingstaff schedule (40+ employees would be a plus)

        Experience runningguided tours, trip leading, and small to medium-scale eventmanagement would be a plus 

        A strong leader with excellent people andcommunications skills. Someone who is determined and proactive, organized with strong attention to detail, and is hospitality/service-minded

        A passionate and effective trainer who isadaptable and calm under pressure. Someone who is enthusiastic with highstandards and is excited about teamwork, collaboration, and meeting group goals

Salary and Benefits:

        Annual salary range is $45k-$60k commensurate withexperience

        Twelve days paid vacation + an additional week off aroundthe Christmas holiday

        Flextime is available within reason (e.g. if you want totake a long vacation and decide to   workback-to-back weeks with no time off, you can apply your weekly time off to thatvacation) 

        $3,000 Annual Health Insurance Premium Coverage **

        3% Employer Contribution to 401K Plan + Profit Sharing **

**After the eligibility period