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.
- 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
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