Operations Manager

**Take a career road trip with us where every day is a holiday**

Are you a hands-on industry professional, with a passion to add value and lead a team to provide top notch guest experience across a large national network?

Are you an experienced operations leader with an excellent commercial, guest and employee mindset?

This is a newly created role with a reputable organisation and dynamic industry sector. It will provide you the opportunity to place a road marker on the next milestone in your career journey and directly shape the experience for hundreds of team members and hundreds of thousands of guests.

**The Perks**
- Stunning Gold Coast beach office location
- Performance incentive bonus
- Inclusive, entrepreneurial team culture and family environment
- FREE NRMA Blue membership, FREE NRMA Premium Roadside Assist, heavily discounted insurances and more
- Free nights and discounts to all Park locations across Australia
- Discounts on car hire, cruise, and other accommodation
- Interest free EV loans

**About Us**

NRMA Parks and Resorts is a wholly-owned subsidiary of the member-owned National Roads and Motoring Association (NRMA) - keeping people moving for 100 years. Our expanding portfolio of owned and managed holiday parks currently features 49 properties in iconic tourism locations around Australia. We are passionate about delighting our guests and creating opportunities for them to reconnect while discovering the great outdoors. We offer competitive employment terms and ongoing support from a culturally diverse, inclusive and welcoming team, embracing our company values that are built from our essence as a member-owned, profit-for-purpose organisation.

**The Role**:
Reporting to the General Manager of Operations, this exciting and newly created role will lead the delivery of day to day operations activities, including quality assurance and the continuous improvement of our Parks and Resorts.

The Operations Manager will also be responsible for managing key client portfolios and financial management, including cost reduction strategies at an operational level. A key objective of this role is to maximise a sustainable long term, higher yielding return for members.

This role, in association with direct reports, also provides support to Park and Resort Managers to deliver exceptional customer service, high standards of presentation and cleanliness of facilities to maximise positive guest feedback.

Key deliverables include:

- Ensuring Operations and Park/ Resort Managers comply with Operational Plans, WSHE legislative requirements and relevant lease, licences, approval and permit conditions.
- Conduct quarterly on-site operational inspections of each Resort / Holiday Park to ensure quality, compliance and continuous improvement.
- Provide Park/ Resort Managers support on all operational matters.
- Assist with initiatives to improve Park/ Resort profitability, customer service ratings, including net promoter and Social Media scores.
- Liaise with and provide practical support for managers to assist them in improving their own business operations. This includes but is not limited to, Holiday Host management, Holiday Host recruitment, rostering, ideas to improve commercial business activities, mentoring and coaching and ownership in the financial, operational and HR aspects of the business.
- In conjunction with Park/ Resort and Regional Managers, ensure an asset maintenance plan is in place for all parks and resorts, and oversee asset management including audits and preventative/reactive park maintenance.
- Assist the GM of Acquisitions and Capital Development in the development of operational/minor capital budgets for each park and resort.
- Analyse the daily operations and standard operating procedures to determine more effective methods of providing service at the established quality level.
- Drive a highly service-centric culture, actively encouraging ownership by Park and Resort Holiday Hosts of their tasks and achievements, products and service.
- Ensure solid management teams across your portfolio, in conjunction with HR, revising recruitment processes to ensure the selection of the highest-quality managers

**How Do You Measure Up?**
- A proven track record of leading Operational teams, driving culture outcomes and coaching people to ensure talent and succession management.
- Demonstrated capacity to operate as part of leadership team, with an excellent commercial, guest and employee perspective.
- Strong Stakeholder engagement skills and ability to collaborate with all stakeholders including senior leadership teams and executives.
- Strong project management skills and experience.
- A proven track record of managing operational budgets with both operational and capital expenditure.
- Tertiary level qualifications (e.g. bachelor degree) in Business or similar discipline.
- A proven track record of working in a large multi-location and diverse workforce operating environment.
- An affini