Director of Operations

Director Of Operations 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 PRIORITYWE RESPECT PEOPLE, PLACES, AND CULTURESWE DO THE RIGHT THINGWE BELIEVE IN HAVING FUNKey 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 VibeEnsure 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,