Director of Operations

Job Description: Director of Operations

Reports to: General Manager

The core responsibilities of the Director of Operations include:  

Member Services:

·     Implement, with and through the management team, the smooth and efficient operation of the Club and that members and their guests receive consistent, premier 5-star service and treatment across all departments and in all the Club’s undertakings.

·     Develop and execute excellent food and beverage concepts and offerings, services, and amenities bringing together members in a collegial and familial atmosphere.

·     Address and resolve member requests and inquiries.

Employee Relations:

The Director of Operations acts as a leader and role model for all employees by demonstrating professional demeanor and work ethic.

·     Develop and differentiate (CHC), as a highly desirable environment in which to work and the employer of choice among employers in Washington DC. 

·     Lead the recruitment and retention of high quality seasonal and year-round staff. Interview and evaluate all applicants for key positions and approve all hiring with General Manager.

·     Maintain the HR functions, including the preparation and sharing of job descriptions, performance appraisals, disciplinary functions, record keeping, payroll and benefit details across direct reports.

·     Enforce employment standards across all departments.

·     Pursuant to the appraisal and discipline of employees, provide guidance to improve underperforming reports, and when needed and with appropriate approvals, discharge of employees.

·     Nurture a deeply committed service culture throughout the Club that is focused on member satisfaction, member recognition, anticipatory service, and understanding member preferences and exceptional service standards and execution to further enhance the member experience.

·     Foster a culture and collegial working relationship among employees on both the management and staff levels, ensuring a culture of achievement and excellence.

·     Ensure that a positive, healthy, safe, and harassment-free environment exists throughout the Club. 

Club Management:

Responsible for the overall operation, including care and maintenance of the facilities.

·     Implement processes for the care, cleanliness, maintenance, security, and safety of the physical plant, facilities, and environments.

·     Oversee social programming and segments relevant to current and future members curated by the events and membership departments. Coordinate the levels of program offerings, services and amenities expected for all member constituencies and segments.

·     Oversee a diverse, food and beverage operation, one that connects with the needs and desires of the Membership and offers excellence in the experience and quality standards.

·     Foster a reputation with vendors for fairness and high value.

·     Identify and implement appropriate technologies relevant to membership convenience, utility and staff productivity.  

·     Operations in accordance with applicable local, state, and federal laws and maintains relations with local authorities including police, fire and other agencies.

·     In the absence of the General Manager, responsible for day to day operations of the Club.

·     Assign tasks to management and reviews and creates work schedules for proper staffing operationally.

Financial Management:

·     Collaborate with financial department and executive management to prepare annual operating, cash, capital budgets and forecasts. Provide expertise and input in regards to relevant departments ensuring desired financial targets are attainable and met. Manage, control all front of the house operations and projects to attain desired achievements and report results. Maintain management information systems and monitor compliance of internal controls and cost-effective procedures.

·     Ensure the responsible use of club resources in executing the Club’s Mission through operations and capital expenditures.

·     Participate in the strategy, implementation and maintenance of all hardware, software and network platforms; use related information to ensure excellent and timely financial reporting as a foundation for decision making.

Marketing and Communications:

Maintain ongoing dialogue and rapport with members year-round through engagement, communication, and timely promotions of Club activities.

·     Ensure key personnel are well informed and disseminate information to the front of the house team to ensure members and guests receive a high-level of attention and service.

·     Maintain formal reporting systems guided by senior management to effectively “manage up” and communicate reports to GM in timely manner.  

NOTE: 

• This job description is not intended to be all-inclusive. Employees may be asked to perform other related duties as directed to meet the ongoing needs of the organization. The department manager reserves the right to modify the job description or job duties based on the needs of the department or newly added departmental services.