In close partnership with senior leadership, the VP of Operations & Guest Experience will be a thought-partner, highly valued member of the leadership team, and will play an integral role in helping the company exceed its growth goals. He/she will be asked to solve problems they’ve never solved before, building processes and experiences from the ground up and contributing strategically from day one.
The VP of Operations & Guest Experience will drive and oversee the company’s full portfolio of strategic and tactical operational initiatives, designing of the company’s core business (hospitality/café/location development/gear rental service operations) while providing a memorable, unique guest experience from each touch point. This role will also have oversite to omni-channel customer service and retail operations, suppliers, IT, human resources, and development.
Be the engineer of world-class service for each guest to be surprised and delighted in both large and small ways, thoughtfully considering each touch point throughout the process
Curate, launch and manage guest experience that is innovative and disrupting in the hospitality industry
Imbed the guest experience in the operations playbook, employee training and overall culture of the organization
Create the company’s Operations Playbook by creating, building, and implementing operating standards, policies and systems that enable and enhance the vision and mission
Lead effective operations of all new and existing properties in multiple markets, ensuring each location meets and exceeds profit goals and execute with excellence, while creating meaningful connections in the community and enhancing brand reputation.
Explore, recommend, and capitalize on new business opportunities based on customer trends and feedback, business data and metrics, research, and prior experience
Establish and communicate annual operating, customer, people, and financial targets that generate workflow optimization
Oversee risk management and other programs that ensure compliance in the areas of work and food safety, staff member security, and loss prevention
Embrace and guide others through growth and continuous improvement, aligning the team to short- and long-term priorities, allocating resources, and mobilizing people to achieve targets while consistently monitoring progress and measuring success
Anticipate change and trends and maintain a focus on being a disruptor in lodging experience through the creation of breakthrough strategies and plans
Skillfully manage the demands of a dynamic, high growth (by multiples annually) environment and lead teams through change
Selects, develops, and leads an energized, high performing talent and teams, while maintaining an environment that promotes employee engagement, camaraderie, and teamwork
Develop and direct the team to ensure the guest experience is the forefront of each guest interaction.
Effectively lead others in dispersed markets as a mentor and coach, demonstrating leadership presence, authenticity, accessibility and humor
Foster a positive and collaborative work environment; inspire others by modeling and instilling the company culture; and build trust through dependability, organization, and follow through
Proven leader of high-performing innovative businesses and teams, preferably at both high-growth startups and at $100M+ revenue scale
10+ years operational experience in multi-location hospitality, soft goods retail or equivalent; 5+ years in an executive-level operational leadership role
Stellar track record of translating concepts to experiences and bringing innovation into the hospitality space. Mastery of operations from all aspects of brick-and-mortar guest destinations.
Unparalleled guest relations focus; ability to deliver added touches and details to make every guest experience consistent across all locations.
Proven ability to frame a strategy and dive in to drive and support hands-on execution through to business result
Excels equally at entrepreneurship and cost control; knows how to manage to budget without sacrificing Brand and service performance
Strong communicator: balances active listening with a strong, persuasive & clearly articulated point of view that drives teams forward in a clear, consistent, aligned direction
Ability to work effectively in a fast-paced environment, where many things are still new, and processes are developed under time constraints and deadlines
Strong interpersonal skills with ability to remain positive and continue solving problems under pressure