Director of Operations

Discovery Land Company•Coeur d'Alene, ID

10d

About The Position

The Director of Operations is a senior operational leader responsible for coordinating day-to-day execution of the Gozzer Ranch experience across Club departments and supporting functions. In partnership with the General Manager, the Director works with department leaders and teams to align people, resources, communication, and operating standards; translate Club priorities into consistent execution; support financial and operational performance; and deliver exceptional experiences for members, guests, homeowners, and employees. The role operates within the authority and priorities established by the General Manager and Discovery Land Company, and may take on tasks outside its key areas of responsibility based on business needs. The Director provides operational leadership across Club departments, including employee performance, coaching, training, scheduling, recruitment, service standards, daily operations, member experience, and events. The role supports budgeting, financial reviews, purchasing and inventory controls, payroll processes, equipment and asset management, regulatory compliance, and coordination with corporate partners and residential teams. The Director works closely with the General Manager, Human Resources, Finance, department leaders, Events, Sales and Marketing, Development, and Public Relations to support Club priorities and a collaborative work culture. The position requires a positive, professional, service-minded leader who can adapt to changing priorities, remain calm during busy periods, and work a flexible schedule that may include evenings, weekends, holidays, and extended hours. The physical demands include working indoors and outdoors in all weather conditions, standing, walking, and moving for periods exceeding eight hours, and occasionally lifting and carrying items weighing more than 50 pounds.

Requirements

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.
Positive attitude, professional demeanor, and strong communication and interpersonal skills 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 and remain calm and focused during busy periods.
Ability to read, write, speak, and understand English.
Ability to meet physical demands, including working indoors and outdoors in all weather conditions; standing, walking, and moving for periods exceeding eight hours; and occasionally lifting and carrying items weighing more than 50 pounds.
Flexibility to adapt to changing priorities and new projects in a fast-paced environment.

Nice To Haves

Ability to read, write, speak, and understand additional languages.

Responsibilities

Lead and oversee employee performance, set clear expectations, model consistent behavior and communication, and conduct regular team meetings.
Partner with the General Manager and department leaders to coordinate planning, operational priorities, and execution.
Prepare and communicate employee and managers’ schedules to provide appropriate coverage for operational areas and Club needs.
Coach, train, and develop employees; identify internal talent; recognize contributions; and support employee engagement, retention, reviews, and seasonal recruiting with Human Resources and department leaders.
Identify operational challenges and develop practical systems and solutions across departments; direct setup, training, service procedures, and TEI interface in line with department goals and budgets.
Tour the property, communicate maintenance needs to Facilities, and review safety, security, and incident reports with appropriate leaders.
Reinforce service expectations through training, manuals, memos, shift meetings, coaching, and Standard Operating Procedures for each venue.
Coordinate with Club managers and departments to share event details, member preferences, and operating information; lead service and operations meetings and ensure follow-through on solutions.
Respond to negative member feedback and complaints, work toward resolution, and help prevent recurring issues.
Oversee daily Club operations and ensure service steps are taught, trained, and consistently delivered.
Assist with annual capital and operating budgets; work with the General Manager, Finance, and department leaders on plans, financial objectives, budget requests, operating results, income and expense trends, cash flow needs, capital priorities, and project execution.
Ensure accurate purchasing, receiving, coding, inventory, monthly counts, timecards, payroll adjustments, and timely submission of required operational information for the Daily Report.
Conduct and participate in daily briefings, communicate operational priorities, give constructive feedback, and address employee concerns promptly.
Coordinate departments’ responses to member requests; support department leaders with team management, training, coaching, and scheduling; and use checklists and operating systems to track commitments.
Remain visible and accessible throughout the property, take ownership of member requests, and ensure timely follow-through.
Partner with Human Resources to ensure performance and disciplinary matters are documented and handled according to company policies.
Ensure equipment is properly used, maintained, and accounted for; support seasonal opening and closing procedures; and maintain systems for safeguarding Club equipment, supplies, and other assets.
Monitor compliance with applicable government, health, safety, and security requirements and support compliance with local, state, and federal laws, ordinances, and approval requirements.
Coordinate with Discovery corporate partners on company initiatives and purchasing and service standards.
Welcome members and guests professionally; build relationships, understand service needs, capture preferences, and promote personalized experiences and Gozzer brand behaviors.
Maintain awareness of seasonal events and activities, empower teams to enhance member experiences within established guidelines, and promote Club services, amenities, and activities.
Take responsibility for the experience in shared spaces, maintain the intended Club atmosphere, anticipate needs, and escalate significant concerns to the General Manager and relevant Discovery partners when appropriate.
Partner with Human Resources and Club leadership to develop and execute an annual recruitment plan; coordinate college career events, job fairs, and online recruiting; and develop employee attraction and retention ideas.
Coordinate the preparation and review of Banquet Event Orders, event calendars, product availability, staffing, billing, transfers, vendor needs, budgets, floor plans, seating layouts, décor, and event charges.
Resolve event service challenges and support teams in finding thoughtful ways to enhance member experiences.
Work collaboratively with peers and colleagues across departments, support Club-wide services and events, maintain courteous working relationships, and partner with the Executive Committee to foster a positive work culture.
Coordinate with Club and residential teams on homeowner communications, property preparations, and concerns.
Coordinate with Sales and Marketing to communicate Club services and facilities to prospective owners and members; collaborate with Sales, Development, and Public Relations on approved initiatives and content showcasing the Club.
Identify opportunities to improve or develop amenities and experiences 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 as business needs require; perform other duties as assigned.