Senior Manager On The Dock/ Operations Admin Support

At Rowing Dock, our number one priorityis ensuring that our customers have an exceptional, fun, and memorableexperience. We believe that 100% customer satisfaction reflects our own team's commitmentto their job and sense of cultural connection to their organization and teammembers.  

If youjoin the Rowing Dock crew, we promise the following:

-        Youwill spend many of your days working in the Texas heat and sunshine (this iscode for: must love the outdoors)

-       You will have a team of people who willsupport you and that you'll look forward to working with each day

-        Youwill work really hard but feel it's all worth it

Summary:
The Senior Manager on the Dock (SMOD) is a key member of Rowing Dock's small but mightyoperations team. You will serve as a lead Manager on the Dock and will befocused on executing Rowing Dock's customer-centric operations strategy whileproviding critical support to the operations team and co-managing our dockteam.

Position

It iseveryone's responsibility to ensure the Dock is a comfortable place thatattracts and satisfies customers. The SMOD understands and supports all Rowing Dockpolicies and systems to ensure quality customer service, clean and safepremises and equipment, and responsible staff performance and behavior. TheSMOD is responsible for making sure everything is running smoothly on the dock.In order to effectively manage and oversee all activities, the SMOD must keepthe big picture in mind at all times, support the Dock Attendants (DA), andallow them to execute the work of the dock. 

The SMOD also provides administrativesupport to the Operations Team including assisting with schedule changes,responding to emails from customers, helping with bookings for groupreservations and guided tours, and being a site lead for groups and specialevents. If problems or complaints arise, the SMOD is the face of the businessto the customer and the problem solver. The SMOD will often provide closingsupport and act as backup to the Operations Managers when they are not onsite.

SMODs report to the Operations Managers andare also supervised and supported by the Director of Operations. SMODs consultwith the Operations Managers on all staff issues, customer feedback, andoperating systems.

Core Responsibilities:

Customers

       Interact andengage with customers while on-site, looking for ways to ensure each customerleaves raving about their experience

       Resolve negativecustomer complaints by conducting a thorough analysis of the situation to findthe most effective solution

       Manage customerinquiries. This can include email, Google Booking requests, Website Inquiries,and inquiries from our booking software.

Team

       Support andsupervise dock staff

       Play an integralrole in the dock staff hiring and training process

       Monitor stafftraining progress and make scheduling recommendations accordingly

       Make day-ofassessments to increase or decrease staffing based on weather and volumes

      Manage Dock Attendant (DA) duties to adequately serve thefluctuating volume of customers

      Provide positive feedback to staff regularly, acknowledgingtheir contributions

      Look for DAs who are ready for more responsibility and trainthem

Operations

       Responsible forall dock operations while on duty, maintaining order at all times

       Maintain apositive and calm attitude toward customers and staff

      Ensure proper safety and security measures are being taken to protectcustomers, staff, and       equipment

      Know when and how to pilot the launch safely and effectively

      Monitor cash flow. Make till drops and ensure adequate change isavailable in the hut.

      Ensure completion of tasks listed on Day Specific Duties Charts

      Monitor Daily Checklist for proper completion of tasks and fordiscrepancies or issues

       Implement rentalprocedures and good practices related to boat usage, boat handling, customercommunications, boat storage, fleet maintenance, and quality control

       Support theoperations team with the purchase of supplies and maintenance of supplyinventory including, but not limited to office supplies, dock supplies, andfirst aid

       Adjust and updatethe point of sale system based on new offerings, merchandise, or promotionsunder the direction of the Operations Managers and Director of Operations

       Support the Operationsteam to facilitate group bookings, private guided tours, and special eventsthrough online booking platforms

       Support theMarketing Director with tasks related to merchandise sales, inventorymanagement, planning, and onsite support for photo shoots and events

       Fulfill Shopifyorders

       Maintainmerchandise inventory by completing bi-weekly counts and updating the point ofsale accordingly

       Serve as backupOperations Manager when necessary

       On-site vendorcommunications when necessary

Previous Experience and Qualities:

      LOVES spending long periods of time in the outdoors

       Proven record as astrong DA or relevant experience. Must have worked on the dock for sufficientenough time to learn all systems well, or equivalent industry experience.

       Must be a quicklearner as well as a good leader and teacher

      Strong communication and customer service skills

      Strong leadership and management skills; passionate about teamdevelopment and growth

      Excellent verbal and written communication skills

      Detail oriented

       Organizational andproject management skills

       Critical thinkingand problem-solving skills

      Enjoys collaboration and working in a team setting

       Bachelor's degree+ 1 Year experience in similar field OR 3+year's equivalent experience

       Previousmanagement experience and/or previous experience in customer service or thehospitality industry

Work Environment:

70%outdoors with varying weather conditions ranging from 30-110 degreesFahrenheit. Mostly warmer climate in direct sun, standing, bending, lifting50-100 lbs. 

30%Shared office environment sitting at a desk working on a computer and talkingon the phone.

Schedule Requirements:

Part-timeposition (20-30 hrs./week) with a heavier workload during the peak rentalseason (March through October) and a lighter workload during the fall andwinter months.

This position requires evening, weekend,and some holiday availability (holidays you would be asked to work are SpringBreak, Memorial Day, Independence Day, and Labor Day)

This position requires a minimum commitmentof one full year.

Pay and Benefits:

 $20-23/hourbased on experience

Eligiblefor 401K plan after 1 year/1000 hours worked