What are the responsibilities and job description for the General Manager of Chattahoochee Operations position at Nantahala Outdoor Center?

Job Description

For 53 years NOC has led the outdoor industry, taking more guests whitewater rafting and teaching more paddlers than any other outdoor recreation company. NOC also provides top-quality aerial and trail-based adventures, wilderness medicine as well as unmatched retail service, foodservice, lodging, and trip planning services. NOC career opportunities offer a rare combination of work in beautiful locations, a chance to grow skills and to share a passion for active outdoor recreation.

JOB SUMMARY

We hope you will apply to join NOC’s river operation at the Chattahoochee River. This position is unlike many others in the outdoor industry, allowing to both lead a business unit within the NOC and help connect guests with one of America’s finest whitewater resources as it flows through Chattahoochee National Recreation Area and the Cities of Atlanta and Roswell.

In alignment with the seasonality of the business, the workflow and focus of efforts will shift throughout the year. During the operating season, the G.M. will primarily focus on the management of the team and operations and implementation of any programs and events developed during the off-season. During the off-season, the G.M. will focus on business development and sales efforts.

Responsibilities

Business Development

Establish and manage business partnerships in order to create new product and revenue opportunities, increase brand awareness, support valued stakeholders on the river, and liase with regulating entities.
Working in conjunction with the Sales Director, Marketing Director and Director of Outposts, establish annual sales strategies to drive new revenue.
Serve as the primary sales representative for the Chattahoochee operations, initiating contact with new leads and negotiating the itinerary of activities. This effort to include the completion of account contracts, collecting payments and maintaining accurate information in NOC’s software platforms, processes, and data management .
Act as Brand Ambassador for the NOC in the local community and assist in creating positive relations with key stakeholders.
Identify opportunities to create and expand the menu of programming and products offered that will enhance and diversify the guest experience, grow new revenue opportunities, and maximize the impact of local partnerships. Work with NOC Marketing to ensure each are effectively promoted and communicated through the community. Determine targets each product needs to hit to determine their success and if they will be continued.
Take ownership of the Guest experience through maximizing guest lifetime value and maximizing guest visit value to the NOC across all outpost

Events

Plan and coordinate internal on-site events to enhance recreation opportunities and guest experience as well as generate new revenue.

Plan and coordinate retail events as needed based on inventory, vendor relationships and to keep a newer fleet.

Coordinate and secure staff for scheduled external community events. Analyze and evaluate each event with company executives to determine key success factors and necessary adjustments for future events.

Operations

Supervise the River Manager role at the NOC Chattahoochee River Operations including Metro (Powers Island & Johnson Ferry) and Roswell (Azalea Park, Don White Park and Cochran Shoals).

Provide direction and develop processes to direct the River Manager’s efforts to effectively, efficiently, safely and profitably run the daily operations while maximizing guest satisfaction.

Implement effective recruiting, hiring and training practices to ensure operational consistency and delivery of operational standards.

Establish metrics by which to evaluate operational processes.

Conduct scheduled and unscheduled audits of the operations and coordinate with River Managers to implement changes to operational process in response to evaluation.

In coordiation with operations team, develop and maintain operational budget and manage to approved budgets.

Review and manage response to guest feedback in coordination with River Managers.

Ensure the effective implementation of financial controls, and where necessary implement new controls.

Manage and track key performance indicators for the NOC Chattahoochee River Operations and coordinate with the River Managers to make necessary adjustments.

Establish and maintain procedures to support a healthy and productive work environment for Guides.

Ensure contract compliance, accurate reporting and communication with regulating entities, coordinating with internal NOC departments when necessary.

Create and coordinate capital expenses to allow for new revenue opportunites and to maintain a high quality guest experiences.

Preferred Qualifications

Thorough knowledge of Chattahoochee River Operations.

Established and experienced leadership, effective communications, demonstrated team building and influencing skills; understands and respects professional boundaries, and the professionalism to effectively address sensitive employee and business issues.

Background in Sales, Community and Public Relations.

Ability to effectively and accurately represent NOC in media relations when requested by the Director of Marketing.

Ability to manage revenue and expenses to maximize profit margins.

Ability to effectively manage P&L statements and operating budgets.

Ability to be a strong leader that employees willingly follow and seek to emulate.

Strong interpersonal skills and guest service skills.

Demonstrates flexibility, efficient time management and ability to prioritize workload.

Demonstrates poise, tact, diplomacy, professionalism and accountability, even under time of high stress and pressure.

Self-disciplined, detail oriented and highly organized.

Ability to function as a team player, take direction and function independently.

Ability to display / train great guest service skills.

Passion for the outdoor industry and leading an outdoor lifestyle.

Education, Qualifications and Experience Desired

Previous experience leading a river livery or rafting operation as a manager or equivalent.

Proficient with business operations systems, including reservations platforms, payroll platforms such as ADP Timeshare, accounting platforms such as NetSuite or QuickBooks, sales and CRM platforms and information processing such as Microsoft Office Suite.

High school graduate required, preferred four-year college degree.

Licenses and certifications required : G.M. should possess or be prepared to quickly obtain :

Commercial Driver’s license with passenger endorsement

Advanced Wilderness First Aid or higher-level certification and CPR.

General understanding and basic background in retail management.

Maintain confidentiality on company / department matters.

Dependable and organized. Pay attention to detail.

The above noted job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to provide a general sense of the responsibilities and expectations of this position. As the nature of business demands change, so too may the essential functions of this position.

Please note that as an employer with over 100 employees, NOC will be required to comply with any OSHA Vaccination and Testing Emergency Temporary Standard should that standard be enacted.

The Nantahala Outdoor Center (NOC) is dedicated to the principles of equal employment opportunity in any and all terms, conditions or privileges of employment including hiring, promotions, termination, training and compensation. The NOC does not discriminate against applicants or employees on the basis of age, race, sex, color, religion, national origin, disability, veteran status, sexual orientation, gender identity or expression, genetic condition or any other status protected by federal, state or local law, where applicable. Furthermore, the NOC is committed to a work environment free of discrimination and harassment through respecting and valuing the diversity among employees and all those with whom the NOC does business.

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