Services Operations Manager

The Operations Manager is responsible for ensuring flawless execution of group events and programs through meticulous operational planning and coordination. This role oversees all aspects of program logistics, financial management, supplier and on-site delivery. The position requires strong organizational skills, attention to detail, and the ability to manage multiple stakeholders to deliver exceptional client experiences while maintaining budgetary and contractual compliance.

• Manage logistics, oversee event execution for all events within in-house Destination Management Department.
• Operations Function:
  Schedule planning visit as required
• Generate and maintain Program Financials, including costing, client invoicing, etc.
• All aspects of supplier/venue management including negotiations and contracting
• Develop on-site Staffing Plan and coordinate with Activities Leaders as needed
• Create Program Production Packet and distribute to staff as required
• Manage all aspects of Supplier Invoicing including generation and system input for processing
• Attend Pre-Convention Meetings alongside DS Sales Manager
• Facilitate contracted transportation for group events.
• Manage all aspects of onsite execution, including hotel communication
• Submit any outstanding supplier invoices for processing
• Maintain complete knowledge of all Destination Services offerings and be able to clearly articulate to guests.
• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations and resolve guest complaints, ensuring guest satisfaction.
• Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Create banquet event orders and diagrams for each event as needed
• Send 3-Day vendor confirmations to all activity vendors with updated numbers.
• Create Event Overviews for large programs or programs where there were issues.
• Create estimates and program agendas as requested by department managers.
• Confirm/verify that all space necessary for each program.
• Relay all necessary information to staff to ensure successful event execution.
• Attend Resume meetings.
• Create and update activity SOPs.
• Communicate with Accounting in regards to department expenses and vendor needs.
• Have a clear understanding of Birch Street, Salesforce, and POS System.
• Order necessary supplies (both for the office and for group events).

• Flexibility with other aspects of the Destination Services team upon request of managers.
• Flexibility with other services not pertaining to guest services, but dealing with the resort.

• High school graduate.
• 2 years recreation, hospitality or special event experience.
• Fluency in English both verbal and non-verbal.
• Provide legible communication.
• Ability to:
• Perform job functions with attention to detail, speed and accuracy.
• Prioritize and organize.
• Be a clear thinker, remaining calm and resolving problems using good judgment.
• Follow directions thoroughly.
• Understand guest’s service needs.
• Work cohesively with co-workers as part of a team.
• Work with minimal supervision.
• Maintain confidentiality of guest information and pertinent hotel data.

Base Pay Start Rate: $70,304 - $80,000/Yr + Incentive

We offer a competitive benefit package for full-time, regular team members that includes: group medical, dental, vision, life, and disability benefits, as well as participation in a pre-tax flexible benefit plan for healthcare and dependent care reimbursement and an employee assistance program. We also offer paid time off/sick time and are proud to offer participation in a 401(k) plan with a company match!