Director of Operations

Functions as the strategic business leader responsible for overseeing the day-to-day operating activities of the Timbers Company residence club properties.  Serves as the primary link between the General Managers of the properties and the executive leadership for Timbers Company.  Develops and implements portfolio-wide strategies that deliver products and services to meet or exceed the expectations of the brand’s target customer, owners, and employees, which provide a return on investment.  Strong focus on financial performance, HOA relations and staff development within established guidelines and quality standards.

ESSENTIAL FUNCTIONS:

Essential functions as defined are ILLUSTRATIVE ONLY and not a comprehensive listing of all functions and duties performed by incumbents within this classification. Essential duties and responsibilities may include, but are not limited to, the following:

• Establishes and implements quantitative and qualitative metrics, guidelines, and standards by which the properties’ performance can be evaluated.
• Works in conjunction with GMs and with property Association Board of Directors to determine appropriate organizational strategies, goals, and objectives.
• Contributes to the cultivation of an owner and guest experience in accordance with the Timbers Company brand and overall business plan that meets or exceeds the expectations of all customers, management, and staff.
• Develops accurate long and short-range financial objectives in conjunction with the hospitality sales/rental division.
• Directs the preparation of financial reports for management that clearly explain operational effectiveness, trends, and
• Understands hotel concepts and KPIs including but not limited to occupancy, ADR, RevPAR, RevPOR, average check, food and beverage costs, profit margins, inventory turnover, EBITDA, and NOI.
• Identifies opportunities to increase profits and create value by challenging existing processes, encouraging innovation, and driving necessary change.
• Oversees the selection, training, professional development, and discipline of senior property staff including but not limited to the General Manager.
• Advises on the impact of long-range planning, introduction of new programs/strategies.
• Monitors guest satisfaction systems and initiates corrective action as necessary.
• Establishes and maintains a pro-active human resource function to ensure employee motivation, training and development, wage and benefits administration, and compliance with labor regulations.
• Supports philanthropic efforts, community outreach and public affairs.
• Understands sales and marketing needs and works closely with the sales executives on delivering an experience that supports the sales effort and overall business plan.
• Supports the creation and maintenance of an up-to-date emergency response plan and safety protocols.
• Remains current on government regulations affecting operations, ensuring that the properties are operated in compliance with all applicable laws, ordinances, regulations, and requirements of any federal, state or municipal authority.
• Interacts with the public, owners, industry professionals, customers, employees, union and government officials with tact and
• Demonstrates courteous and cooperative behavior when interacting with public and staff; acts in a manner that promotes a harmonious and effective workplace environment.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge and/or skill required.

Education and Experience:

Bachelor’s degree in hospitality management, or a related field; AND ten (10) years of hospitality operations management, including experience in food and beverage management; OR an equivalent combination of education, training and experience.

KNOWLEDGE AND SKILLS: 

Preferred Knowledge of: 

• Principles, practices, and techniques of community association and club management.
• Administrative leadership principles and practices, including goal setting, program development, implementation and evaluation, and management.
• Principles and practices of developing teams, motivating team members, and managing in a team environment.
• Principles and practices of budget development, administration, and financial investment strategy.
• Computer applications related to the work. (Microsoft Office, PMS, Salesforce)
• Records management principles and practices regarding HOA governing and legal documents.
• Techniques for dealing with a variety of individuals from various socio-economic, ethnic, and cultural backgrounds, in person and over the telephone.
• Principles and techniques of making effective oral presentations.
• Proper Board meeting etiquette and Robert’s Rules of Order.
• Knowledge of real estate, title and escrow, and the function of outside brokerages.
• Knowledge of Governmental statutory requirements (State and Local) regarding the HOA.
• General knowledge of information technology (IT) structure and practices.
• Legal action as it pertains to foreclosure processes and other association governances. 

Skilled in: 

• Planning, organizing, supervising, reviewing, and evaluating the work of employees.
• Training others in policies and procedures related to the work.
• Managing multiple projects and programs.
• Planning, organizing, and overseeing comprehensive sales and marketing programs.
• Developing and implementing goals, objectives, policies, procedures, and work standards.
• Developing effective work teams and motivating individuals to meet goals and objectives and provide customer service in the most cost effective and efficient manner.
• Preparing clear and concise reports, correspondence, and other written materials.
• Using initiative and independent judgment within general policy guidelines.
• Using tact, discretion, and prudence in dealing with those contacted in the course of the work. 

Able to: 

• Write routine reports and correspondence.
• If not already certified, obtain Certified Manager of Community Associations certification within 6 months of hire.
• Work independently or in a team environment and able to take direction.
• Learn about the different categories of ownership and membership within Timbers Company portfolio.

Our Core Values:

We are in the business of making memories, and this mantra is reflected in everything we do and every interaction we have whether it be in Hospitality Operations Management, Asset Management, Development, or Sales & Marketing. Our values define who we are.

• Be Authentic

• Practice Humility

• Cultivate Teamwork

• Value Time

• Be Trustworthy

PERKS & BENEFITS: 

• Education Assistance Program 
• Wellness Reimbursement Program 
• Learning and Development 
• Competitive Pay 
• Volunteer time
• Paid maternity/paternity leave 
• Fun team building events and celebrations
• Employee kitchen stocked with snacks, coffee and other beverages  
• 401K 
• Vacation Days 
• Personal Days 
• Holiday Pay 
• Volunteer Day 
• Health Insurance  
• Dental/Vision Insurance  
• LTD/STD 
• Life Insurance  

Benefits noted above are for reference only and are subject to change.