Operations Manager

Job Overview

We are looking for an organized and dynamic Operations Manager to oversee the day-to-day running of our ski school. As the Operations Manager, you will ensure smooth coordination between the instructional staff, administrative team, and other departments. Your leadership will be essential in maintaining a high level of customer service, optimizing lesson scheduling, and ensuring overall operational efficiency.

Key Responsibilities

Daily Operations Management: Oversee and coordinate the daily operations of the ski school, ensuring that lessons, instructor schedules, and customer services run smoothly.
Staff Management: Manage and supervise the ski instructors, reservations staff, and administrative team. Ensure proper staffing levels, allocate resources effectively, and create staff schedules that align with customer demand.
Scheduling & Capacity Planning: Follow up on the reservations with the reservation officer. Manage lesson schedules, allocate instructors to specific lessons, and ensure class sizes are optimal for instruction. Monitor lesson availability to avoid overbooking.
Customer Service Excellence: Ensure that all customer interactions are handled efficiently and professionally, from booking through to post-lesson feedback. Work closely with the Reservations Manager and staff to ensure the highest standards of service.
Cross Collaboration: Coordinate with other departments such as rentals, ski patrol, Ski shops, transportations, and hotels to ensure operational success and seamless customer experiences.
Safety and Compliance: Ensure all staff follow safety protocols and school policies. Work with instructors to maintain a safe learning environment for all students.
Performance Tracking: Monitor instructor and staff performance, ensuring high-quality lessons and customer satisfaction. Track key performance indicators (KPIs) and report on operational success.
Problem Solving: Address any operational challenges that arise, including scheduling conflicts, customer complaints, or staffing issues. Proactively find solutions to ensure smooth operations.

Qualifications

Experience in Reservations or Customer Service: 1-3 years of experience in reservations, events planning, hospitality, or customer service role, ideally in a ski school, resort, or recreational environment.
Strong Leadership and Communication Skills: Excellent verbal communication skills, with the ability to clearly provide information and address customer concerns.
Proficiency in Reservations Systems: Experience using Excel or reservations software or booking systems, with the ability to quickly learn new platforms.
Organizational Skills: Attention to detail and accuracy when handling bookings, payments, and schedules.
Customer-Oriented Mindset: A friendly, approachable attitude and a commitment to providing exceptional service to clients.
Problem-Solving Abilities: Able to handle booking conflicts, changes, and customer issues in a calm and professional manner.
Flexibility: Willingness to work during busy periods, including weekends, holidays, and peak ski seasons.

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