DOR - Operations Supervisor

Operations Supervisor

Kampgrounds of America, Inc. (KOA) is the world's largest network of privately owned campgrounds and the leader in outdoor hospitality. KOA has 500+ locations across the United States and Canada including a mix of franchised and company-owned parks. Founded in 1962, the mission of KOA is "connecting people to the outdoors and each other," and those who represent the brand share the values of being family-oriented, passionate, entrepreneurial, customer-focused and innovative.

The Operations Supervisor is responsible for overseeing the day-to-day operational activities of the campground, ensuring a smooth, efficient, and enjoyable experience for all guests. This role involves managing various departments, including staffing, inventory, maintenance, safety, housekeeping, guest services, and recreational activities. The Operations Supervisor plays a vital role in maintaining high standards of service and operational excellence, working closely with the management team to implement policies and procedures that enhance guest satisfaction and employee productivity. This leadership role is responsible for delivering KOA's Culture, Mission, Vision, and Values.

Specific duties include overseeing daily operations across all departments, ensuring that tasks are completed efficiently and to a high standard. Communicate and correct deficiencies in these departments by collaborating with the departmental supervisor and GM. Provide great customer service while improving guest satisfaction and raising the net promoter score through training of staff and maintaining of the property. Manage and support campground staff, including hiring, scheduling, and training. Assist the GM in achieving monthly and annual budget requirements. Manage sensitive and confidential information with the highest level of discretion. Ensure all accounting functions at the campground follow OAK procedures including correct and accurate cash handling. Maintain compliance with preventative maintenance and deep cleaning programs through regular inspection of cabins with the Housekeeping Supervisor and Engineer Supervisor. Prepare reports as required, relating to procedures, efficiency, scheduling, attendance, etc. Develop effective conflict resolution and critical thinking skills. Monitor and manage inventory levels, ensuring that all necessary supplies are available. Comfortable in high-pressure and fast paced situations while maintaining composure and objectivity. Maintain property by following the quality assurance manual. Function as Manager on Duty in the absence of GM. Implement and enforce safety protocols to ensure a safe environment for both guests and staff while complying with various local, state, and federal safety requirements. Foster a work environment that maximizes employee involvement, morale and is dedicated to delivering KOA's Culture, Mission, Values and Goals.

Expected results include demonstrating leadership skills, meeting property's target for guest satisfaction through Guest Satisfaction Surveys and Net Promoter Scores, meeting property's target for employee engagement & experience metrics through organizational Employee Experience & Engagement Survey scores and employee feedback, precise control and adherence to KOA policies of all generated cash, contributing to organization success by building competent and diverse teams with a focus on development, modeling accountability to KOA's Culture, and meeting Quality Assurance standards and goals.

Job qualifications include a high school diploma or equivalent, proven experience in a customer service supervisory role, hear and speak the English language fluently, strong decision-making ability, proficient computer skills, ability to work nights, weekends and holidays, excellent communication, collaboration, and delegation skills with ability to manage confrontation, ability to motivate, lead and develop a diverse team, strong working knowledge of operational procedures, and a valid driver's license.

Physical requirements include ability to stand for long periods of time, must be able to lift to 50 pounds, lift and carry 25 pounds occasionally and 10 pounds regularly, ability to bend, stoop, kneel, crouch, climb and move safely over uneven terrain, able to work inside and outdoors and in various climates.