Operations Supervisor

POSITION SUMMARY: Under the general direction of the Operations Manager, the Operations Supervisor will support the Operations Manager and serve as the Operations Supervisor in the manager's absence. The Operations Supervisor will uphold expectations set by the Operations Manager and Umauma Falls standards. This position will assist in overseeing the operations process, guide training and safety practices, ensure proper tour flow, and perform quarterly guide operations.

PRINCIPAL RESPONSIBILITIES: This position requires daily, weekly, and monthly responsibilities that must be completed in a timely manner. Responsibilities include:

• Supporting company operations by assisting in guide training. This includes new hire training as well as quarterly guide observations and documentation.
• Performing daily, monthly, and quarterly course inspections with documentation.
• Ensuring the smooth and professional operation of a tour. This includes implementing new practices and procedures that may be introduced.
• Helps maintain staff by assisting in recruiting, selecting, orienting, training, and coaching employees.
• Maintains professional and technical knowledge of operational procedures to assist staff as needed.
• The Operations Supervisor recommends and assists in ordering supplies needed for company operations. The supervisor checks that the departments have all the necessary supplies and orders.
• The Operation Supervisor will collaborate with the visitor center, maintenance, and other support groups to ensure operational fluidity.
• Ensure guests are treated with hospitality accurately and efficiently. Provide guests with services that anticipate their needs.
• Supervise daily operations, including opening and closing procedures, staff assignments, and course inspections.
• Manage and lead a team of guides and support staff to deliver a safe and enjoyable guest experience.
• Ensure compliance with safety protocols, industry standards, and company policies.
• Conduct regular safety checks and equipment inspections; promptly address and resolve maintenance issues.
• Train and mentor staff on safety practices, customer service, and operational procedures.
• Handle guest inquiries, concerns, and incident reports professionally and promptly.
• Maintain accurate records, including schedules, incident reports, maintenance logs, and inventory tracking.
• Collaborate with the Operations Manager to develop and implement operational improvements.
• Monitor performance metrics and provide feedback to enhance team productivity and guest satisfaction.
• Assist in marketing efforts and special events planning to drive attendance and revenue.
• All other responsibilities assigned.

Essential Job Functions:

Responsible for working with all Umauma activities (Zipline, ATV, etc) to uphold and implement Umauma policies and safe practices.

• Ensure staff and guests follow health and safety guidelines.
• Supervise and motivate a team of employees. Identify training needs and ensure proper training is provided.
• Check daily to ensure all team members are properly groomed, on time, uniformed, and within appropriate guidelines.
• Interact daily with the general manager and operations manager to resolve guest situations and future opportunities and discuss activities at Umauma.
• All other miscellaneous responsibilities as assigned and deemed appropriate by management.
• Ability to provide leadership and communication to staff.
• Provide the Operations Manager with operational status, including safety inspections, line maintenance, trail conditions, etc.

EDUCATION, EXPERIENCE AND JOB REQUIREMENTS: This position requires at least the following minimum requirements:

• High School diploma or equivalent required.
• Ability to communicate with customers, guests, management, co-workers, and vendors.
• Minimum three (3) years of guest services experience required.
• Ability to work a variety of varying schedules. Punctuality and regular and reliable attendance.
• Clear, open, and responsive communication with all management.
• Interpersonal skills and ability to work well with others and the public.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees of Umauma.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, and volume.
• Stress management, good judgment, patience, and self-confidence are necessary in the working environment.
• Ability to solve practical problems and deal with various concrete variables in situations with limited standardization. Ability to interpret various written, oral, or scheduled instructions.

TYPICAL PHYSICAL AND MENTAL DEMANDS: This position requires working in an office and outdoors. The position requires working independently and/or in a team environment. The operations supervisor will also have to lift supplies and materials occasionally. While performing the duties of this job, the employee is frequently required to stand, walk, stoop, kneel, or crouch. The employee must infrequently lift and/or move up to 25 pounds. The Operation Supervisor's working environment will constantly face interruptions and must meet with others and customers regularly. This position requires a versatile employee. The environment can be stressful and fast-paced. At different points in the year, the Operations Supervisor will work various hours depending on workload. It is important that this individual can perform and oversee duties at varying times of the day.

Job Type: Full-time

Pay: $55,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Weekends as needed

Experience:

• Management: 3 years (Required)

License/Certification:

• ACCT Level 1 Certification (Preferred)
• Driver License (Required)

Ability to Commute:

• Hakalau, HI 96710 (Required)

Ability to Relocate:

• Hakalau, HI 96710: Relocate before starting work (Required)

Work Location: In person

Salary : $55,000 - $65,000