Callaway Gardens100 Meadow View LnPine Mountain, GA 31822, USA
Callaway Gardens100 Meadow View LnPine Mountain, GA 31822, USA
- Leads daily operations across Robin Lake Beach, Treetop Zipline Adventures, Bike Rentals, Fishing, Butterfly Center, Discovery Center, Birds of Prey, Admissions, Safety & Security and event spaces.
- Ensure optimal staffing levels aligned with attendance forecasts to enhance guest satisfaction and Net Promoter Scores (NPS).
- Monitor and control operational expenses, aligning them with revenue and attendance levels.
- Conduct frequent site visits to assess safety, maintenance, and service quality.
Guest Experience & Service Excellence
- Cultivate a high-service culture that promotes warm, friendly, and engaging interactions with guests.
- Proactively address guest concerns, drive guest recovery initiatives, and ensure service standards are met across departments.
- Model and reinforce the resort's Core Values and “Lead with Love” principles.
Financial & Strategic Planning
- Prepare and manage budgets for operational departments; participate in monthly P&L reviews.
- Drive revenue opportunities through programming, rentals, and guest services.
- Build and maintain vendor relationships; ensure proper contract reviews with legal as required.
Safety & Security Oversight
- Implement emergency protocols and regulatory compliance across all departments.
- Ensure compliance with OSHA, ADA, food safety, alcohol service, and other legal standards.
- Lead or support participation in safety audits, team safety training, and emergency response planning.
- Lead, mentor, and inspire a multidisciplinary team of department heads and frontline staff.
- Conduct performance evaluations, set clear goals, and facilitate professional development.
- Champion a positive, inclusive, and high-performance work culture.
- Approach all encounters with guests and team members in a friendly, service-oriented manner.
- Maintain regular attendance in compliance with Callaway standards, as required by scheduling.
- Maintain high standards of personal appearance and grooming which includes appropriate uniform and nametag when working.
- Comply at all times with Callaway standards and regulations to encourage safe and efficient operations.
- Perform other duties assigned by supervisor or management
- Attend all meetings/trainings as required
Qualifications
Education & Experience:
- Bachelor's degree in hospitality, Business Management, or related field preferred.
- Minimum of 5 years of leadership experience in hospitality or resort operations.
- Proven track record in safety compliance, service quality, and operational management.
- Experience in budget development, labor modeling, and expense control.
Physical Requirements:
- Ability to reach with hands and arms
- Ability to stand and walk, occasionally required to sit, climb or balance and stoop, kneel, crouch or crawl
- Lift and/or move up to 60 pounds
- While performing the duties of this job, the employee is exposed to outside weather conditions
Skills & Qualifications
- Strong leadership and team-building skills with a servant-leadership mindset.
- Excellent communication, conflict resolution, and organizational skills.
- Proficiency in Microsoft Office Suite (Excel, Word, Outlook).
- High-energy, positive attitude with a creative and solution-oriented approach.
- Strong business acumen and analytical ability.
- Valid driver's license required.
- Ability to obtain and maintain CPR/AED certification within 12 months of hire.
- Background check clearance required.
- Be able to positively motivate and lead a team, conveying information and ideas clearly and effectively so that ownership of high levels of guest service is understood to be the role of each individual team member.
- Be able to evaluate and select among alternative courses of action quickly and accurately
- Be able to work well in high-pressure situations while maintaining composure and objectivity, including the ability to listen carefully to and resolve guest issues to the satisfaction of the affected guests.
- Be able to identify potential guest issues and then develop methodologies to prevent or limit the impact of those guest issues during the course of guest visits.
- Be able to assimilate complex information and data for various sources and consider, adjust or modify to meet the constraints of the particular need.
- Be able to effectively listen to, understand, and clarify concerns and issues raised by team members and guests.
- Be able to work with and understand financial information and data and perform basic math functions.
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Equal Opportunity EmployerThis employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.
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