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Job Title: Operations Manager
Reports To: Chief Experience Officer
Duties & Responsibilities:
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Ensure the consistent, safe, enjoyable, and profitable operations of Terrapin Adventures
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Hire, train, and develop the necessary staff to meet our bookings
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Schedule staff
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Work with the office manager to ensure groups' needs are met
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Build strong relationship with guests on the phone and in person explaining the different adventure tours and programs offered by Terrapin Adventures.
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Communicate with guests and staff in professional and friendly manner that instills trust, support and creates lasting memories
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Assess the safety and functionality of all adventure equipment prior to handing it out to guests.
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Ensure Terrapin property and grounds are maintained
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Act as positive ambassador whenever asked about company and its service offerings
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Answer phones, makes reservations, registers guests, conduct business transactions, and collects fees for tours, food, store sales
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Promote the business by attending events, calling prospective clients and helping distribute material about TA
Human Resources
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Interviews all course staff, make hiring recommendations, ensures newhire paperwork is completed
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Provides performance reviews of all course staff
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Works with Office Manager and Camp Manager to ensure that all programs are covered properly
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Ensures all staff are trained on policies and procedures
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Makes sure that all staff have appropriate access to Google documents
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Ensure all days and programs are staffed
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Trains and holds accountable all MOD's who run the course
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Provides regular staff feedback
Operations
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As manager of day, makes sure each day runs smooth.
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Constantly looking ahead (weeks ahead) to anticipate opportunities and problems and to take corrective action
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Sends out staff schedule by 22nd of the prior month
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Cancels programs that do not meet minimums
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Ensure compliance with all State and Federal operations requirements
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Makes sure facility is safe, operates on time
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Constantly looking ahead and anticipating opportunities and challenges that will need adjustments and actions.
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Develop & updates policies and procedures for each activity including emergency procedures.
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Develops & updates operations manual
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Develop checklist to help guides make sure they have all necessary equipment and items for each activity.
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Develops relationship with other business entities
Business Development
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Develops new business ideas
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Develops in conjunction with Marketing Specialist language, pictures for web site and literature and promotional pieces.
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Identifies places to promote Terrapin Adventures
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Evaluates and proposes program expansions.
Facilities and Equipment
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Performs regular course inspections
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Schedules and conducts bi yearly inspections
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Addresses all course repair needs
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Maintains all necessary equipment documentation
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Makes sure inventory of equipment done daily.
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Maintains inventory of tools and ensures things properly stored in a clean state and labeled
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Maintains inventory log and labels all equipment so we know when put into service and when it should be retired.
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Makes sure equipment is stored properly daily and facility is near orderly and items are properly labeled.
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Makes sure equipment is clean, fixed timely, looks good and retired when appropriate
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Orders new equipment in advance of need to meet demand of guests
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Is cost conscious when considering ordering and competitive bids items.
Guest Relations
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Constantly asking how we can do things better to improve guest experience and increase word of mouth referrals and testimonials. Build strong relationship with guests on the phone and in person explaining the different adventure tours and programs offered by Terrapin Adventures.
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Communicate with guests and staff in professional and friendly manner that instills trust, support and creates lasting memories
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Assess the safety and functionality of all adventure equipment prior to handing it out to guests. Makes sure that store is clean of trash, in good working order and attractive
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Maintains all office apparatus ensuring that equipment is clean, orderly and accounted for & reconciled each day
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Act as positive ambassador whenever asked about company and its service offerings
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Answer phones, makes reservations, registers guests, conduct business transactions, and collects fees for tours, food, store sales
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Works in office with making sales, taking reservations, and orienting guests as needed
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Promote the business by attending events, calling prospective clients and helping distribute material about TA
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Creating memories by taking pictures or processing sales of pictures of guests during tours.
Social Media
Required Experience & Qualifications:
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7 plus years of work experience, with emphasis on staff management
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Friendly and passionate about working in outdoor adventure, experiential learning, eco-tourism industries
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Very good at communicating to guests in a confident and amicable manner
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Be in excellent physical health and able to handle physical aspects of running tours
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Works well with staff at creating a safe, fun and enjoyable workplace
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Enjoys working and teaching people new skills and is patient with those who do not pick up skills quickly
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Comfortable leading groups ranging in age from children to older adults
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Able to assess and diffuse difficult situations
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Good at details and documenting and organizing paperwork and electronic files.
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On the fly problem solver
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Able to work variety of shifts including weekends
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Comfortable using computer including Microsoft Office applications and Internet
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Comfortable using general office equipment including computers, phones, faxes, credit card machines, printers, cash register etc.
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Subject to criminal background and random drug tests
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Must be at least 21 years old.
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Prefer bachelors degree
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