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The Director of Operations is a senior operational leader responsible for coordinating the day-to-day execution of the Gozzer Ranch experience across Club departments and supporting functions. In partnership with the General Manager, the Director of Operations works collaboratively with department leaders and teams to align people, resources, communication, and operating standards. The role translates Club priorities into consistent execution, supports financial and operational performance, and helps deliver exceptional experiences for members, guests, homeowners, and employees. The Director of Operations operates within the authority and priorities established by the General Manager and Discovery Land Company.
Discovery Land Company creates one-of-a-kind environments that provide individuals and families the freedom, security, and resources to learn, grow, and play in some of the most beautiful places in the world. Through these environments, Clubs foster relationships, share unforgettable and life-changing experiences, embrace well-being, and inspire pure expressions of love, joy, compassion, and gratitude in all forms.
At Gozzer Ranch, we believe that meeting the mission stated above is a promise we get to deliver on every day. Our employees use their personal talent, passion, and resources to meaningfully engage with diverse cultures and communities and help create a viable and fun world for future generations. We do this by operating from our company’s unwavering values, learning, growing, and adjusting as we go.
As the Director of Operations for Gozzer Ranch, you will help create the Gozzer Ranch experience. You may be asked to perform tasks outside your key areas of responsibility based on business needs. In all aspects of the role, we expect passion and behavior that embody our company values:
- PEOPLE ARE OUR PRIORITY
- WE RESPECT PEOPLE, PLACES, AND CULTURES
- WE DO THE RIGHT THING
- WE BELIEVE IN HAVING FUN
Key Area #1: Leadership
- Lead and oversee employee performance, setting clear expectations and modeling consistent behavior and communication.
- Conduct regular team meetings to align priorities, operational plans, and upcoming events. Partner with the General Manager to ensure coordinated planning and execution.
- Prepare and communicate employee schedules to ensure appropriate coverage across assigned operational areas.
- Build an engaged, accountable team through daily coaching, training, and development. Establish a sense of urgency while supporting managers and line staff in consistently delivering service standards.
- Provide fair opportunities for growth and development, identifying and developing internal talent to support individual and organizational success.
- Communicate property updates, the events calendar, and company initiatives clearly and consistently to employees.
- Recognize employee contributions and partner with Human Resources and department leaders on seasonal recruiting and retention efforts.
- Identify operational challenges and develop practical, consistent systems and solutions across departments.
- Partner with the General Manager and Human Resources on employee reviews, providing timely feedback that supports employee development and a positive Club culture.
- Direct, control, and organize the set up, training, service procedures, and TEI interface in line with department goals and budgets for various departments.
- Tour the property regularly and communicate immediate and long-term maintenance needs to the Facilities team.
- Review safety, security, and incident reports as needed; partner with the appropriate leaders to address trends, concerns, and opportunities for improvement.
Key Area #2: Service
- Reinforce service expectations through training, manuals, memos, pre- and post-shift meetings, and ongoing coaching and development.
- Coordinate with Club managers and departments to share event details, member preferences, and operational information needed for a seamless member experience.
- Monitor service performance and partner with department leaders to provide coaching and seasonal performance feedback.
- Prepare and communicate managers’ schedules to provide adequate coverage most effectively for all department operations to meet and exceed the needs of Club calendar, members, and guests.
- Lead service and operations meetings to review priorities, address challenges, and confirm follow-through on solutions.
- Promote an engaged, service-minded culture through visible leadership, consistent coaching, and clear expectations.
- Ensure service is timely, accurate, and consistent by maintaining effective training, coaching, and accountability practices.
- In the event of negative member feedback, you will be expected to communicate with the member. This will help resolve member issues and complaints, and will allow the Club to mitigate the same issue from recurring in the future.
- Partner with department managers to develop, maintain, and consistently implement Standard Operating Procedures (SOPs) for each venue.
Key Area #3: Daily Operations
- Oversee day-to-day operations across the Club property. Ensuring proper steps of service are taught, trained, and executed consistently for a positive member experience.
- Assist with preparing annual capital and operational budgets for the club.
- Ensure departments maintain accurate purchasing, receiving, coding, and inventory procedures.
- Conduct and participate in daily briefings, communicate operational priorities, provide constructive feedback, and address employee concerns in a timely manner.
- Coordinate across departments to respond to member requests and support a consistent Club experience.
- Support department leaders in managing, training, coaching, and scheduling their teams to deliver consistent service and create the intended member experience.
- Use checklists and operating systems to maintain organization, anticipate needs, and ensure commitments are completed.
- Remain visible and accessible throughout the property, taking ownership of member requests and ensuring timely follow-through.
- Partner with Human Resources to ensure employee performance and disciplinary matters are documented and handled in accordance with company policies.
- Ensure timecards and payroll adjustments for assigned areas are accurate and submitted by established deadlines.
- Support all departments in understanding and upholding Club service standards.
- Address service gaps through timely coaching, feedback, and follow-up with the appropriate department leaders.
- Review inventory controls and monthly counts with department leaders to support accuracy and cost management.
- Ensure Club equipment is properly used, maintained, and accounted for; support departments with seasonal opening and closing procedures.
- Monitor compliance with applicable government, health, safety, and security requirements across departments.
- Coordinate with Discovery corporate partners on company initiatives and purchasing and service standards.
- Ensure required departmental and operational information is accurate and submitted on time for the Daily Report.
- Maintain systems for organizing, tracking, and safeguarding Club equipment, supplies, and other assets across the property.
Key Area #4: Member Experience and Vibe
- Ensure members and their guests are welcomed promptly and professionally and receive friendly, knowledgeable, and consistent service.
- Build genuine relationships with members, understand their service needs, and capture preferences to support personalized experiences.
- Maintain and communicate awareness of the Club's seasonal events calendar and activities across departments.
- Empower teams, within established guidelines, to make thoughtful decisions that enhance the member and guest experience.
- Promote genuine hospitality and consistent Gozzer brand behaviors in every member and guest interaction.
- Take personal responsibility for the experience in shared spaces, maintain the intended Club atmosphere, and coach teams when improvements are needed.
- Promote Club services, amenities, and activities so members are aware of available experiences.
- Anticipate member and guest needs and recommend relevant Club activities, amenities, and services.
- Partner with teams to create welcoming, engaging, and service-minded experiences throughout the property.
- Escalate significant member or guest concerns promptly to the General Manager and, when appropriate, the relevant Discovery partners.
Key Area #5: Recruitment
- Partner with Human Resources and Club leadership to develop and execute an annual recruitment plan that builds a strong candidate pipeline.
- Coordinate college career events, local job fairs, and online recruiting efforts for open positions.
- Work with department leaders to understand staffing plans, seasonal hiring needs, and recruitment priorities.
- Develop practical ideas to attract and retain employees, including recognition, engagement events, and appropriate incentives.
Key Area #6: Events
- Coordinate the preparation and review of Banquet Event Orders (BEOs), ensuring event details, food and beverage needs, timelines, and setups are accurately documented.
- Partner with the Event Manager and relevant department leaders to confirm product availability, staffing, billing, transfers, and other event requirements.
- Coordinate event scheduling and calendar details with the Events/Member Services and other departments.
- Coordinate with departments and vendors to deliver event requirements and respond to member requests.
- Review event budgets with the appropriate leaders and monitor performance against approved budgets.
- Review event floor plans, seating layouts, and décor plans to ensure operational readiness.
- Resolve event service challenges and support teams in developing thoughtful ways to enhance member experiences.
- Ensure event charges are accurate, timely, and appropriately reflected on member statements.
Key Area #7: Teamwork
- Work intentionally and collaboratively with peers and colleagues across all departments.
- Support Club-wide services and events when possible.
- Create good working relationships with all Gozzer employees.
- Maintain a courteous attitude toward all Gozzer employees.
- Partner with the Executive Committee to foster a positive, collaborative work culture.
Additional Leadership Responsibilities
- Provide operational leadership and coordination across Club departments, working with department leaders to reinforce clear goals, accountability, collaboration, and consistent execution.
- Work hand in hand with the General Manager, Finance, and relevant department leaders on operational plans, financial objectives, and supporting budget requests; review performance and communicate material variances collaboratively.
- Work closely with the General Manager and Finance to review operating results, income and expense trends, cash flow needs, capital priorities, and project execution, supporting informed financial decisions and fiscally responsible Club operations.
- Coordinate with the appropriate Club and residential teams regarding homeowner communications, property-related preparations, and concerns, helping ensure information is shared and efforts are aligned.
- Partner with the General Manager and relevant leaders to support compliance with applicable local, state, and federal laws, ordinances, and approval requirements.
- Coordinate with Sales and Marketing to communicate Club services and facilities to prospective owners and members and to support the overall member experience.
- Collaborate with Sales, Development, and Public Relations on initiatives that showcase the Club and its experiences, including photography and other approved content.
- Identify opportunities to improve or develop amenities and experiences in partnership with the General Manager and relevant department leaders.
- Represent Gozzer Ranch and Discovery Land Company professionally at approved off-property functions and activities.
- Provide additional operational support during peak season and at other times as business needs require.
- Perform other duties as assigned.
Required Qualifications
- 10+ years of leadership experience in an established high-end, hospitality, resort, or private-club environment.
- Bachelor’s degree in business management, hospitality management, or a related field; equivalent relevant resort or club leadership experience may be considered.
- Demonstrated experience leading teams, setting expectations, and driving consistent operational execution.
- Strong decision-making skills, including the ability to assess challenging situations and maintain a professional, solutions-oriented approach.
- Ability to respond effectively to member and guest concerns and identify appropriate solutions.
- Ability to identify opportunities to improve service and deliver positive member experiences.
Additional Requirements
- Positive attitude, professional demeanor, and strong communication and interpersonal skills when working with members, guests, and team members.
- Ability to work a flexible schedule, including evenings, weekends, and holidays; extended hours may be required based on business demands.
- Ability to work in a team environment.
- Ability to stay calm and focused during the busiest of times.
- Ability to read, write, speak, and understand English; additional languages are preferred.
- Ability to meet the physical demands of the position, including working indoors and outdoors in all weather conditions; standing, walking, and moving for periods exceeding eight (8) hours; and occasionally lifting and carrying items weighing more than fifty (50) pounds.
- Flexibility to adapt to changing priorities and new projects in a fast-paced environment.
Benefits
- Competitive pay and bonus structure
- Medical, Dental, and Vision Benefits (Full-Time Year Round Only)
- 401k Contribution (Full-Time Year Round Only)
- Paid Time Off and Paid Holidays (Full-Time Year Round Only)
- Employee Meals, Referral Incentives, and Recognition Programs
- Holiday Pay
- Professional development and upward mobility opportunities
About Us
Gozzer Ranch Golf & Lake Club offers the perfect setting for living life to its fullest amid the grandeur and undisturbed beauty of the great Northwest. Whether you choose to spend these moments teaching your son or daughter to bait a hook, pampering yourself with a spa treatment, enjoying an unforgettable round of golf, or sailing in the summer breeze, these are the kinds of moments that create memories that will be cherished for generations to come - http://gozzerranchclub.com
Discovery Land Company is a U.S.-based real estate developer and operator of private residential club communities and resorts with a world-renowned portfolio of domestic and international properties. The mission of Discovery Land Company is to create one-of-a-kind environments that provide individuals and families the freedom, security, and resources to learn, grow, and play in some of the most beautiful places in the world. For more information about our company, please visit: http://www.discoverylandco.com.
