North Shore Experience Manager
Department: Experience Manager
Reports to: Operations Manager
Status: Exempt
1. Job Purpose/Objective:
This position will oversee the development and implementation of Roberts Hawai’i North Shore Experience. Managing adventure programs, customer experience, overall facilities, and supervising staff responsible for all aspects and activities of our North Shore Experience ensuring a safe, enjoyable, and memorable experience for all our guests. The NSE Manager is responsible for overseeing daily operations, managing staff, ensuring compliance with safety regulations, and driving revenue growth through effective marketing and customer service.
2. Essential Job Functions:
- Operational Management: Oversee the day-to-day operations of guided tours and rentals departments. Ensure compliance with safety regulations and implement best practices for each activity.
- Serve as Roberts Hawai’i operations support for all Camp Erdman events and activities sponsored by Roberts Hawai’i.
- Assist with the development and maintenance of Activities, literature, documentation, and process handling requirements.
- Collaborates with the executive team to review, implement, and evaluate the North Shore Experience strategic plan.
- Represents the organization in local relationships with customers, government and regulatory officials.
- Team Leadership: Recruit, train, and manage a team of activity coordinators, guides, and support staff. Foster a positive and collaborative team culture that prioritizes guest satisfaction and safety.
- Stewardship Initiatives: Develop, implement, and participate in stewardship efforts and initiatives supporting the overall mission of Roberts Hawaii and Camp Erdman YMCA.
- Guest Experience: Develop and implement programs to enhance the overall guest experience, ensuring memorable and enjoyable activities. Gather and analyze guest feedback to continuously improve activity offerings.
- Develops and manages group activities and events for all ages of guests.
- Consistently and continually create, enhance, and develop existing recreation programs to include all ages and abilities.
- Customer/Vendor Relationships: Cultivates and maintains long-term, collaborative relationship with key stakeholders and selected organizations to achieve mutual goals.
- Vendor contract oversight, budget monitoring and the development of operating standards.
- Develop an environment where community partners are engaged and committed to the success of collaborative goals set in conjunction with the North Shore Experience.
- Inventory and Equipment Management: Manage equipment and inventory for all activities, ensuring proper maintenance and timely replacement as needed. Coordinate with suppliers and vendors to ensure the availability of necessary equipment and materials.
- Financial Management: Develop and manage department budgets, ensuring financial goals are met. Identify opportunities for revenue growth and cost savings.
- Leads the research, strategic planning and financial management of program facility, equipment needs, risk management, and assessment for the delivery of the department’s programs and services including outdoor recreation, safety, and special events.
- Marketing and Promotion: Collaborate with the sales and marketing team to promote activities through various channels. Develop and implement marketing strategies to attract new guests and retain existing ones.
- Safety and Risk Management: Implement and enforce safety protocols to minimize risks associated with each activity. Conduct regular safety training sessions for staff and ensure all safety certifications are up to date.
- lead teams of onsite / offsite staff and tour guides and be responsible for ensuring the safety of equipment and processes.
3. Essential Skills (Minimum qualifications individual must possess when entering position) – i.e. skillsets, education, certifications, etc.:
- BA degree (or equivalent work experience). Equivalent work experience equitable to a minimum of 10 years of management level experience in a medium to large organization.
- Must be an excellent communicator, good listening skills, build strong relationships, is flexible/open-minded, negotiates effectively, solicits performance feedback, and handles constructive criticism.
- Skilled in the use of computers, adapts to new technology, keeps abreast of changes, learns new programs quickly, uses technology to improve productivity.
- Proficient in Microsoft Office (Outlook, Word, PowerPoint, Excel, Publisher).
- Keeps information organized and accessible, works systematically/efficiently, manages time well, promotes mutual respect, keeps workplace clean and safe, supports safety programs.
- Recognizes problems and responds, systematically gathers information, sorts through complex issues, seeks input from others, addresses root cause of issues.
- Must be able to work a flexible schedule as needed, 24x7 availability dependent upon business needs, including holidays.
4. Working Conditions/Job Environment:
- Desk and chair, intermittently
- General office equipment and supplies
- Exposure to potential eye strain and muscle strain due to constant use of computer or equitable technology.
- Must be able to sit and stand for extended periods of time.
- On occasion, the worker is subject to hazards: Includes a variety of physical conditions, such as proximity to moving mechanical parts, moving vehicles, electrical current, working on scaffolding and high places, exposure to high heat or exposure to chemicals.
- On occasion, the worker is subject to atmospheric conditions: One or more of the following conditions that affect the respiratory system of the skin: Fumes, odors, dusts, mists, gases or poor ventilation.
The information in this description has been designed to indicate the general nature and level of work performed by an employee in this classification. It is not to be interpreted as a comprehensive inventory, or all duties, responsibilities, and qualifications of employees assigned to this job. Management has the right to add to, revise, or delete information in this description. Reasonable accommodations will be made to enable qualified individuals with disabilities to perform the essential functions of this position.
EEO Employer/Vets/Disabled
