The Operational Manager ensures the satisfaction of the clients on a daily basis and coordinates the team of coaches and receptionists. This position reports directly to the CEO and maintains a spirit of continuous improvement, operational excellence and outstanding client orientation.
Team Coordinator
Makes sure everyone in the team follows the established protocols and guidelines
Establishes and updates protocols and guidelines whenever and wherever necessary
Makes sure the entire facility and equipment is kept clean and well maintained
Actively initiates improvement of protocols and guidelines based on client and team feedback
Participates actively in professional development workshops
Client Communications
Prepares communication guidelines and decision making protocols
Oversees all written client communication (Emails, Social Media messages, WhatsApp)
Bookings & Schedules
Advises guests on the offered services
Makes booking, issues invoices and receives payments
Informs client about liability and cancellation policy
Reviews and optimizes booking schedule for the next day and coordinates team
Pre-Coaching & Post-Coaching Client Service
Defines, implements, reasures that every service is conducted in accordance with the protocols
Welcoming the clients at the facility and introduction to their coach
Video photography (Quality of material, providing material in a timely manner) and quality of video analysis
After surf refreshment
Serves the client and takes care of any additional needs
Schedules next bookings
Invites client to afternoon program
Ensures safety guidelines and rules are followed throughout the service
Service Quality
Ensures the quality of the coaching fulfills the company’s standards and protocolls
Initiates frequent staff trainings
Feedback & Reporting
Prepares reports and constructive feedback to CEO
Advises on possible improvements to be implemented
Carries out implementation of improvements and training of the staff
Working Hours: 40 hours / week
Requirements
Language Skills
English: Very good written and oral skill
Spanish: Basic written and oral skills are a plus but not required
Other languages are a plus
Technical Surf Skills
Basic surf skills are a must
Ability to interpret a forecast
Ability to advise a client on the right board selection
Soft Skills
Excellent client service orientation
Professional, reputable appearance
Good organizational skills and ability to multi-task
Ability to solve conflicts and handle complaints in a professional manner
Work experience
1+ yrs. Experience in similar position is a must.
Benefits
Base salary of 1,500 USD monthly with the willingness to overpay according to experience
Housing (single room in shared apartment, on-site just in front of the surf spots)
Health insurance
Lunch
Access to surfboard quiver and training facilities
Tip
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