Senior Leaders are responsible for safety and creating memorable experiences for all Callaway guests and hosts.

The primary function of this is to ensure that each pass holder, guest, and visitor receives the highest caliber service. Full Staffing in all areas to developed standards to attendance levels to maximize NPS Scores, Revenue production, minimize guest recovery incidents, and ensure the safety environment is at its highest quality and coverage. Expense control to attendance levels, and at all times treating hosts respectfully in accordance with our Core Values.

Responsibilities and Duties

Approach all encounters with guests and team members in a friendly, service-oriented manner.
Maintain regular attendance in compliance with Callaway standards, as required by scheduling.
Maintain high standards of personal appearance and grooming which includes a nametag when working.
Comply at all times with Callaway standards and regulations to encourage safe and efficient operations.
Maintain a friendly and warm demeanor at all times.
Robin Lake Beach. Robin Lake Beach is a popular destination for both day and overnight guests. From management of 40+ lifeguards and a robust beach rental program of kayaks, paddleboards, Aqua Island, pedal boats, cabanas and beach chairs/umbrellas
Treetop Zipline Adventures
Bike Rentals
Fishing
Day Butterfly Center Conservatory
Discovery Center
Birds of Prey Raptor Show
Horticulture
Event Operations
Prepare preliminary budget for review for all areas of responsibility
Manage expenses and flex based on revenue
Participate in monthly P&L review for each area of responsibility
Generate ideas to maximize revenue
Create labor model to ensure that staffing is in line with guest attendance/demand
Foster vendor relationships; seek multiple bids for any vendors
Ensure all new contracts are reviewed/approved by Herschend legal team before proceeding
Perform frequent visits to each area, documenting all safety and maintenance issues observed
Prepare required reports, expense reports, and team performance audits
Provide clear & SIMPLE communication of instructions and goals
Implement and supervise safety of all areas, in a caring and fun environment. Clearly communicate any safety issues to Property Safety Leader
Participate in all required audits, including safety audits
Conduct and maintain documentation as assigned
Attend all required program meetings and trainings
Adhere to proper business dress code
Create a nurturing, positive and professional environment while promoting program policies and procedures amongst staff, volunteers, and community
Model the Great Place to Work culture
Communicate clearly, simply, honestly, and respectfully with all staff and participants
All other duties as specified during staff training and onboarding
Establish a Monthly MOD program to ensure others are owning results in the department and to grow their empathy to leadership challenges
Perform other duties as assigned by supervisor or management
Attend all meetings/training as required by supervisor or manager

Qualifications

Education & Experience:

Minimum of 5 years' experience in the hospitality industry with at least 5 years in a Leadership role
The Director must be available to work flexible schedules and long hours, especially during the summer months and event periods
Experience working with computers and on a computer software, especially Microsoft Office Suite
Previous working experience where safety compliance and customer satisfaction are a high priority
Must have and maintain a valid driver's license
Must be able to pass a criminal background check
Must maintain all licenses and registrations related to areas of responsibility
Must be able to obtain and maintain an A.E.D/C.P. R certification within 12 months of employment.
Strong organizational skills, analytical skills
Ability to multi-task
Team-oriented approach
Hands-on leadership
Positive, upbeat disposition
Financial/business acumen
High-energy
Creativity
Stellar communication skills

Physical Requirements:

Ability to reach with hands and arms
Ability to stand and walk, occasionally required to sit, climb or balance and stoop, kneel, crouch or crawl
Lift and/or move up to 60 pounds
While performing the duties of this job, the employee is exposed to outside weather conditions

Additional Requirements:

Must be able to convey information and ideas clearly
Must be able to evaluate and select among alternative courses of action quickly and accurately
Must be able to work well in stressful, high-pressure situations including the ability to handle guest complaints and disputes and resolve them to satisfactory results
Must maintain composure and objectivity under pressure
Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary
Must be effective at listening to, understanding and clarifying concerns and issues raised by team members and guests
Able to project Callaway's image by being genuinely friendly and caring and by taking pride in their work
Must put SAFETY first while ensuring guest receives a memorable experience
Must be self-motivated and disciplined
Must be able to prioritize and complete work assignments on a timely basis
Must maintain strict confidentiality and judgment regarding privileged information
Must be willing to constantly improve
Must have a professional appearance with good personal hygiene
Must promote and support a "team" work environment by cooperating, helping co-workers and working across various departments
Must adapt to changes easily
Must enjoy a fast-paced, dynamic environment.
Must show appreciation to others
Must be sensitive to the needs of our Guests and feel empowered to take action to meet their needs within company guidelines
Self-supervised and disciplined to prioritize and complete workload on a timely basis
Identifies and resolves problems in a timely manner; develops alternative solutions; works well in group problem solving situations
Exhibits objectivity and openness to other's views; gives and welcomes feedback; puts success of teams above own interests; inspires trust of others
Must be a team player

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