Operations Manager- Autocamp Catskills

• Oversee the Front Desk and FB/R teams.
• Lead by example: provide high-quality service and uncompromising hospitality to all customers and Team Members.
• Serve as a member of the Property Leadership Team, participating in weekly meetings.
• Manage a multicultural team and lead in a manner that embraces diversity.
• Oversee the Front Desk and FB/R teams.
• Play a lead role in managing the PMS and associated technological systems.
• Ensure that Autocamp standards, operating procedures and policies are in place and followed.
• Be knowledgeable of all emergency plans and safety practices and know how to act upon them.
• Report any unusual occurrences immediately to the AGM and GM. Complete and submit compliance related reports and forms as needed.
• Develop and implement plans that continually improve guest satisfaction and Team Member performance. Respond and follow up on assigned customer care issues.
• Communicate with department leads and supervisors about daily audits and controls so all are informed about proper procedures.
• Keep Team Members Informed about daily operations and events.
• Perform other duties consistent with the role's purpose and operational needs.

• Lead and supervise the Front Desk team to ensure efficient check-in/check-out and daily operations, including the pre-register process, block, and take same-day reservations; and when necessary, future reservations follow hotel rate structures, discounts, and sell strategies.
• System matter expert in the PMS.
• Maintain working knowledge of Property Management Systems (PMS) and manage shift reporting.
• Foster a warm and welcoming environment that prioritizes guest satisfaction.
• Serve as the primary contact for guest inquiries, issues, and escalations with professionalism and empathy
• Resolve guest concerns promptly and proactively implement feedback-driven improvements.
• Ensure all calls, Guest comments, comment cards, and Guest surveys are properly recorded and closed. Use reports to analyze Guest problems and work to reduce and resolve such issues and take appropriate action to ensure 100% Guest satisfaction.
• Support scheduled property programming and guest activities, including setup and breakdown.
• Engage guests, encourage participation, and help facilitate camper crafts, games, family programming, and other scheduled experiences
• Completes shift end and EOM tasks, including review of guest ledger ensuring collection of all no-show and applicable cancellation fees, inactive accounts with balances, Hilton Honor's Redemptions, & inventories.
• Takes ownership of training and compliance requirements for GE Team

• Support Food & Beverage operations during high-volume times by taking orders, serving, or assisting with prep.
• Ensure compliance with food safety, cleanliness, and service standards according to federal, state, and local regulations and AHG's policies.
• Properly label & date to comply with applicable state and federal regulations.
• Maintain complete knowledge of all menu items (including daily specials), prices, preparation method/time, major ingredients, and quality standards of taste, appearance, texture, serving temperature, portion size, garnish, and method of presentation.
• Monitor product inventory levels and order accordingly.
• Maintain up to date data in the POS/Automated Software.
• Manage monthly inventory: must be available on the 30^th/31^st/1st of every month.
• Train staff on POS systems and customer service procedures related to food & beverage.
• Review daily sales reports and ensure all transactions have been accounted for. Report all tips.
• Maintain complete knowledge of and strictly adhere to state liquor regulations, particularly in prohibiting service to minors, intoxicated persons, and drunk driving.

• Ensure the retail shop is visually appealing, clean, and well-stocked.
• Oversee retail displays, pricing, and inventory control with attention to revenue generation.
• Coordinate with the front desk team to support rental processes and retail sales.

• Interview and hire new Team Members, onboard, train, and develop for job specific technical, hospitality, communication, and organizational skills. Guide all Team Members towards success as it relates to customer satisfaction, property business and financial goals.

• Create schedules weekly based on the occupancy forecast; schedules are to be approved by the GM and posted on time, updated accordingly.
• Ensure Team Members are properly logging time in and out in Time and Attendance System, entering PTO hours, and following meal period break law. Troubleshoot discrepancies from previous shifts and make corrections as needed.
• Submit payroll.
• Monitor Team Member performance, providing supervision and professional development, scheduling, conducting counseling and evaluations and delivering recognition and rewards.
• Supports the GM and AGM regarding Human Resource issues.
• Manage disciplinary issues with discretion, confidence and in a compassionate manner.

• Lead departments in the achievement of financial/business goals and expectations in accordance with the operating budget; monitoring monthly progress and implementing controls for expense management.
• Manage Group Billing Process with GEPM.
• Execute invoices of all expenses related to Guest Experience and F&B&R departments, including Inventory, PCard coding, and Accounts Payable.

Required Qualifications

• Minimum of two years equivalent experience in a boutique, lifestyle or outdoor lodging environment.
• Ability to provide warm, professional service while performing multiple guest-facing functions in a fast-paced hospitality environment.
• Strong interpersonal and verbal communication skills.
• Ability to remain composed, organized, and attentive to detail while prioritizing competing responsibilities.
• Sound judgment, initiative, and practical problem-solving skills.
• Ability to work independently and collaborate effectively with property leadership and other departments.
• Comfort using property management systems, point-of-sale equipment, computers, and cloud-based applications.
• Ability to meet applicable legal age, training, certification, or permit requirements before preparing or serving alcoholic beverages, when that duty is assigned.
• Ability to meet the scheduling and physical requirements of the role, with or without reasonable accommodation.

• Experience in front desk operations, food and beverage service, retail, recreation, or customer service.
• Experience with Google Workspace/Microsoft 365 or similar cloud-based business applications.
• Genuine interest in hospitality, guest service, and the outdoors

• This position works throughout a hospitality and outdoor resort environment and is not limited to a traditional front desk or office setting. Work may take place at the front desk, retail and food and beverage service areas, guest activity spaces, and outdoor locations throughout the property. Team members may be exposed to varying weather conditions and temperatures.
• Communicate frequently with guests and team members in person and by chat system.
• Stand and walk for extended periods and travel between areas of the property.
• Use computers, telephones, point-of-sale systems, and other property equipment.
• Reach, bend, and perform repetitive movements associated with service, stocking, and setup activities.
• Able to lift a minimum of 50 lbs.
• Move supplies; restock merchandise and food and beverage products; and assist with recreational equipment in accordance with company safety practices and the actual requirements of the property.
• For properties that require driving a company vehicle/shuttle, you must be able to pass a Motor Vehicle Check and Drug Test.

• Be well-groomed and have a keen outdoorsy style.
• Practice thoroughness and attention to detail.
• Possess excellent and attentive customer service.
• Be a creative problem solver who can find solutions when issues arise.