The Star Lake Director of Operations (DO) plans, directs, and coordinates all operations of the SLC Complex. Duties and responsibilities include, but are not limited to, the managing of daily operations, planning the use of resources, including financial and human resources, and operations within the approved annual budget, and to maximize the return and positive outcomes by offering a cost effective, quality product in support of The Salvation Army's Mission. The DO occupies a position of trust and confidence, and will seek to advise, consult, and confer with department heads, including, but not limited to, Food Service, Housekeeping, Maintenance, Program, Sales, and Accounts Payable & Receivable.
Additional Information: This position will require working in an office and movement throughout the interior of the building. This position requires adherence to the Employee Dress Code Policy.
• Plan, administer and manage all details for the year-round operation of the Star Lake Camp and Conference Center (SLC) in compliance with the specific direction of the Divisional Commander, the General Secretary and the Command Finance Council, including, but not limited to, conducting weekly operation meetings to review upcoming schedules, events, and plan accordingly.
• Coordinate details and follow-up on all divisional and territorial events conducted at SLC with the prospective departments, reviewing requests for special orders, equipment, etc. and process for approval.
• Assist with the development and monitoring of the SLC Complex budget, budget presentation, and review with the Secretary for Business Administration and Director of Finance
• Work with the Divisional Community Relations and Development department to develop fund development partnerships.
• Continue to work at discovering new income generating sources.
• Annually review pricing policy as part of managing costs for SA sponsored events, as well as for outside groups by evaluation of pricing and services offered by competing operations in the market, securing CFC approval for any proposed changes.
• Develop a plan for the regular replacement of furnishings, mattresses, and equipment on a rotation basis, subject to adequate budgetary resources and the approval of the Divisional Commander and/or the Divisional Secretary for Business Administration.
• Coordinate community events, as appropriate.
• Ensure superior customer service is provided, extending welcomes and greetings to group leaders.
• Resolve the most complex customer service complaints in a way that is gracious and fair, and when resolutions could have impact on the financial outcomes and the reputation of The Salvation Army and/or Star Lake Camp and Conference Center.
• Ensure all safety information is provided to guests and safety systems are periodically tested to ensure guest and employee safety in an emergency.
• Ensure customer services feedback systems provide statistical data that will help to identify and address deficiencies, as well provide input for facility, program, service level and quality enhancements.
• Seek to improve return visit statistics.
• Prepare Operations and Procedures Manuals - Administration, Management, etc.
• Oversee and recruit, select and supervise the necessary staff.
• Coordinate orientation, onboard training, and performance evaluation of staff members, ensuring supervisors complete in a timely manner.
• Evaluate the program and operations of the SLC Complex and suggest policies and program changes to Divisional Leadership, Divisional Youth Secretary and Youth Camp Director.
• Develop, coordinate, and advise Retreats, Conferences, Sales, Marketing and Special Events.
• Promote the local community, region and general public the Mission of The Salvation Army and the specific role of the Star Lake complex in achieving this mission.
• Support and work with the Divisional Youth Secretary and Camp Director in maintaining the standards of the summer camping program, as well as, interpreting the program to other agencies and groups.
• Provide oversight and supervision for the care and maintenance of all Complex properties, equipment, and facilities.
• In conjunction with the Marketing Manager, develop and carry out a marketing and recruitment program to maximize the use of the entire Complex.
• Confer with the Command Finance Department and the Divisional Secretary for Business Administration details as it relates to insurance, equipment, and budget concerns.
• Ensure technical systems are maintained and up to date to meet the needs of both operations and customer requirements in accordance with agreed plans and IT policy/procedure and within current budgets.
• Serve as a Member of the Divisional Camp Committee and the Divisional Property Council
• Perform related duties as assigned.
• Bachelor's Degree in related field, master's degree in business is preferred.
• Knowledge and demonstrated proficiency in administration and management, and customer and personal service.
• Ability to quickly learn and follow SA policy and procedures needed to efficiently and effectively lead a large-scale operation.
• At least ten years of management experience in progressively responsible positions involving operations management, budgeting, management of others, and facilities management preferably in the hospitality industry.
• Prior experience in running a lodge and/or conference center is recommended.
• Knowledge of financial and cost accounting principles, budgeting and analysis.
• Knowledge and demonstrated proficiency in sales and marketing techniques.
• Skills: Critical Thinking, Monitoring, Coordination, Social Perceptiveness, Active Learning, Complex Problem Solving, Team Oriented, Good Judgment and Decision Making
• Abilities: Oral Comprehension and Expression, Problem Sensitivity, Written Comprehension and Expression, Speech Clarity, Deductive and Inductive Reasoning
• Have successfully completed the Keep Safe Certification .