DIRECTOR OF OPERATIONS

Description

Company: Palm Springs Surf Club

Location: Palm Springs, CA

Position: Director of Operations and Safety

Schedule: Full-Time

Salary Range:

$90,000-$105,000 DOE

Job Summary:

The Director of Operations and Safety is a senior leadership role responsible for overseeing all operational functions, safety programs, and guest-experience standards at the Palm Springs Surf Club. This position ensures that daily operations run efficiently, safely, and in alignment with company values while delivering exceptional experience for guests and staff. The ideal candidate will lead cross-departmental teams, manage operational procedures, implement comprehensive safety and risk-management protocols, and ensure compliance with all state and local regulations. This role oversees water-park operations, facility maintenance, lifeguard and safety teams, guest services, and emergency preparedness. The Director will develop and enforce operational policies, conduct safety audits, coordinate staff training, and drive continuous improvement across all areas of the resort. This position requires strong leadership, hands-on management, excellent communication skills, and the ability to operate in a dynamic, high-energy environment. The Director of Operations and Safety play a critical role in maintaining the highest standards of safety, operational excellence, and hospitality.

Supervisory Responsibilities:

• Develop standards, policies, maintain and effect necessary systems, manuals, formats, procedures, spread sheets etc; in all aspects of operations.
• Direct workload distribution, responsible for employee scheduling, planning, delegating work tasks.
• Develop, manage, cost controls, financial reporting, while maintaining efficient budgetary regulations.
• Organize staff, allocate resources, execute controls, and systemize daily functioning and maintain efficiency in operations.
• Recruits, interviews, hires, and trains new staff. 
• Oversees the daily workflow of the department.
• Provides constructive and timely performance evaluations. 
• Handles discipline and termination decisions of employees in accordance with company policy. 
• Monitor and resolve issues, follow-up with unsatisfied guests and handling concerns or complaints.
• Accurately completing administrative operations, HR, and payroll processes are also a key function of this role.
• Managing both internal and external relationships on behalf of the department.
• Maintain, manage, and upkeep all filing systems for required employees and departments.
• Communicate effectively with staff, volunteers, supervisors, and senior management.
• Submit incident and workers compensation reports as needed.
• Oversee and audit operational systems and facilities.
• Oversee operations and job duties such as responding to inquiries, resolving issues or concerns.
• Communicate job expectations.
• Create performance goals and standards.
• Pro-active in providing hands-on operations and HR support to the staff via regular mentoring and coaching.
• Create processes, procedures, instruction manuals, end user training tools, and develop all necessary manuals in liaison with the operations team.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Accountable for immediately notifying HR of any reports or suspicions of harassment, discrimination, or retaliation.
• Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Establishes and oversees the adoption of the support department’s vision, goals, and objectives at all levels.
• Provide leadership and direction to the entire department, Identify, acknowledge, motivate, and lead by example for employees.
• Report violations of required OSHA and general safety rules.
• Ensure staff receive legally required breaks and overtime approvals.
• Ensure staff maintain required certifications and participate in regular training and drills.

Specific Duties and Responsibilities:

• Reports directly to Senior Management
• Report violations of required OSHA and general safety rules.
• Strong knowledge of operations safety regulations.
• Organizes and directs operations to maximize profitability while upholding the company's values, policies, quality and guest experience standards.
• Implementing quality assurance principles and practices throughout the company.
• Ensure the team always offers a consistent, high level of service to all guests.
• Prepares weekly updates and collaborates with management and Senior Management to plan activities and achieve all goals.
• Estimates operational needs, and requisitions for private and special events, supplies, and equipment; receives and checks orders to ensure that they adhere to specifications.
• Assist with Special Events coordination, set-up, and management.
• Maintain compliance with policies, procedures, relevant laws and regulations including safety, human resources, building codes and standards.
• Assist with completing daily, weekly, and monthly management administrative duties including operations reports, financial documentation, guest correspondence, human resources / staff management paperwork, operations evaluations, standard operating procedures, safety, and sanitations checklists, ordering and inventory documentation.
• Protect establishment and patrons by adhering to sanitation, safety, and alcohol control policies. This includes any health and safety guidelines or protocols applicable to the location.
• Supervise daily activities of the Security, EMT, Maintenance and Janitorial departments, ensuring safety, cleanliness, and service standards are consistently upheld.
• Address immediate operational needs and provide guidance to each department for maintaining seamless operations.
• Scheduling & Payroll: Coordinate weekly schedules for Security, EMT, Maintenance and Janitorial departments Timekeeping & Edits: Oversee and adjust time logs as necessary to ensure accurate payroll and time management.
• Inventory Management: Maintain adequate supplies and equipment for each department, collaborating General Manager on budgeting and ordering as required.
• Recruiting & Hiring: Lead recruitment efforts, coordinate interviews, and make hiring recommendations to meet staffing requirements.
• Employee Training: Develop, document, and update training programs across all departments, ensuring compliance with safety protocols and company standards.
• Disciplinary Actions: Administer and document disciplinary actions as needed, providing constructive feedback and ensuring alignment with company policies.
• Quality Control: Maintain accurate, up-to-date employee records to ensure regulatory and internal compliance.
• Prepare and oversee departmental reports, including incident logs, safety reports, and operational assessments.
• Conduct post-event debriefs to assess performance, document areas for improvement, and implement solutions to enhance future operations.
• Provide insights and feedback to support strategic planning and property-wide operational improvements.

Essential Duties and Responsibilities:

• Recruit, mentor, and lead a high-performing team.
• Manage Daily surf-park and water operations ensuring safety, efficiency, and guest satisfaction.
• Oversee implementations and regular review of safety protocols, emergency action plans (EAP), and risk mitigation processes.
• Conduct regular inspections of facilities, equipment, and safety systems.
• Coordinate operational logistics, staffing schedules, and cross-department communication.
• Lead incident investigations, documentation, and follow-up corrective actions.
• Handle complaints and ensure corrective action.
• Encourage all team members to be well-rounded and willing to do whatever it takes to keep us running smoothly.
• Assist the Senior Management with projects and administrative tasks.
• Collaborate with and support fellow team members.
• Ensure product displays properly maintained.
• Handle varying levels of business volume with composure & a positive attitude and support team members so they can do the same.
• Manage direct reports.
• Organize and review weekly progress.
• Contributes to long- and short-form integration proposals and topline concepts.
• Oversee operational software and operations.
• Support the team on all integrations and proposals.
• Planning, designing, and executing projects.
• Strong attention to detail and problem-solving ability.
• Implement quality assurance standards and provide accurate feedback.
• Ensure performance, reliability, functionality, and compatibility is up to company standards.
• Patience and the ability to maintain a professional demeanor.
• Performs other related duties as assigned. 
• Enforce health and safety precautions.
• Follow all safety and state guidelines for preventing transmission of Covid-19 and other illnesses.

Requirements

Required Skills/Abilities: 

• Strong written, verbal, and non-verbal communication skills.
• Proactive attitude with strong organizational and time management skills.
• The ability to motivate and inspire others to work cooperatively to achieve a designated goal.
• Flexible schedule - Willing and able to work shift duties that will include evenings, nights, weekends, and holidays.
• Strong problem-solving skills.
• Knowledge of performance evaluation and budgeting concepts.
• Understanding of quality standards and health & safety regulations.
• Excellent verbal and written communication skills. 
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Strong supervisory and leadership skills.
• Ability to prioritize tasks and to delegate them when appropriate.
• Ability to function well in a high-paced and at times stressful environment.
• Proficient with Microsoft Office Suite, Adobe, Google Suite, or related software.
• Ability to frequently lift, move and/or push up to 50 pounds without assistance.
• Ability to sit, walk, climb up and down stairs repeatedly for extended periods of time.
• Constant standing and bending.
• Tasks will be performed using and in the proximity of coolers, stoves, and other hot equipment.

Education and Experience:

• Bachelor's degree in Recreation Management, Business Administration, Hospitality, Parks and Recreation, Sports Management or related field (Equivalent experience may be accepted in lieu of degree (common in industry).
• Minimum 5 years of leadership experience in hospitality or similar industry.
• Excellent communication and customer service skills.
• Proficiency in Microsoft Office software.
• Experience managing large teams in a fast-paced, guest-focused environment.
• Background in emergency response, risk management, or aquatic safety operations. (preferred)
• Certified Pool Operator (CPO) or Aquatic Facility Operator (AFO).
• Lifeguard or Lifeguard Instructor certification (Ellis & Associates ILTP, NASCO, or American Red Cross)
• OSHA 10 or OSHA 30 – General Industry.
• ICS 100/200/700 (preferred)
• EMT or EMR certification (preferred).
• Knowledge of aquatic safety protocols, wave-pool systems, water chemistry, and filtration.
• Experience with daily operations, incident response, scheduling, budgeting, and compliance.
• Ability to prepare and maintain safety audits, incident reports, SOPs, and compliance documentation.

Physical Requirements: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to stand, sit, or walk for an extended period of time. The employee may frequently be required to stoop, kneel, and crouch for duration of shift (eight hours or longer). The employee will need to use hands to finger, handle, or feel; reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move and/or push up to 50 pounds without assistance. 

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be detail oriented, possess strong organizational and time management skills and the ability to multitask. Ability to work a flexible schedule including weekdays, weekends, holidays, and nights.

Language Skills:

Ability to read and interpret documents such as e-mail communication, instant message communications, legal documents, license agreements, contracts, invoices, news articles, technical manuals, budgets, ledgers, purchase orders, financial, marketing, Inventory, shipping, and various reports. Ability to effectively present information, provide instructions and thoroughly answer questions in one-on-one and small group situations to other employees of the organization in English.

Reasoning Ability and Computer Skills:  

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables. Ability to efficiently use inventory, ordering & computer systems or applications and Microsoft Office programs.

Benefits:

Paid time off.

Medical, Dental, & Vision plan options available for full time Team Members.

Work Authorization:

United States Citizen or Alien Authorized to work in the United States.

EEO statement:

Palm Springs Surf Club is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Palm Springs Surf Club makes hiring decisions based solely on qualifications, merit, and business needs at the time.