Director of Operations

Discovery Land Company•Coeur d'Alene, ID

12d•Onsite

About The Position

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 works 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 operates within the authority and priorities established by the General Manager and Discovery Land Company. The role provides leadership across Club operations, service, member experience, recruitment, events, and teamwork. It oversees operational standards and employee development; supports budgets, purchasing, inventory, payroll, safety, and compliance; coordinates event readiness and cross-department communication; and works with Club and corporate partners on operational plans and initiatives. The Director is expected to remain visible throughout the property, respond to member and guest needs, and provide additional support during peak season or as business needs require. Duties may extend beyond the listed areas of responsibility based on business needs.

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 and the ability to assess challenging situations with 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 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 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 communicate in additional languages.

Responsibilities

Lead and oversee employee performance, establish expectations, model consistent behavior and communication, and coach and develop teams.
Conduct team meetings and daily briefings to align operational priorities, plans, events, and follow-through.
Prepare and communicate employee and managers’ schedules to ensure appropriate coverage across operational areas.
Develop internal talent, recognize employee contributions, and partner with Human Resources and department leaders on reviews, recruiting, retention, and employee matters.
Identify operational challenges and develop consistent systems and solutions across departments.
Direct and organize setup, training, service procedures, and TEI interface in line with department goals and budgets.
Tour the property and communicate immediate and long-term maintenance needs to Facilities.
Review safety, security, and incident reports as needed and work with leaders to address trends and concerns.
Reinforce service expectations through training, manuals, memos, meetings, coaching, and development.
Coordinate the sharing of event details, member preferences, and operational information across Club departments.
Monitor service performance, provide coaching and seasonal feedback, and address member complaints and service gaps.
Partner with department managers to develop, maintain, and implement Standard Operating Procedures for each venue.
Oversee day-to-day Club operations and ensure service steps are taught, trained, and consistently executed.
Assist with preparing annual capital and operating budgets and work with the General Manager, Finance, and department leaders on financial objectives, budget requests, operating results, variances, cash flow, capital priorities, and project execution.
Ensure accurate purchasing, receiving, coding, inventory, timecards, payroll adjustments, and operational reporting for assigned areas.
Coordinate across departments to respond to member requests and support a consistent Club experience.
Use checklists and operating systems to organize work, anticipate needs, and ensure commitments are completed.
Remain visible and accessible throughout the property, take ownership of member requests, and ensure timely follow-through.
Support seasonal opening and closing procedures and ensure Club equipment is used, maintained, accounted for, and safeguarded.
Monitor departmental compliance with applicable government, health, safety, security, and legal requirements.
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.
Welcome members and guests professionally, build relationships, understand service needs, and capture preferences to support personalized experiences.
Maintain awareness of the seasonal events calendar and activities, promote Club services and amenities, and help teams create welcoming experiences.
Empower teams within established guidelines to enhance member and guest experiences, maintain the Club atmosphere, and escalate significant concerns to the General Manager and relevant Discovery partners.
Partner with Human Resources and Club leadership to develop and execute annual recruitment plans, coordinate recruiting events and outreach, and develop employee attraction and retention ideas.
Coordinate preparation and review of Banquet Event Orders, event scheduling, staffing, product availability, billing, transfers, vendor needs, floor plans, seating, décor, budgets, and event charges.
Resolve event service challenges and support teams in enhancing member experiences.
Collaborate with colleagues across departments, support Club-wide services and events, maintain positive working relationships, and partner with the Executive Committee to foster a collaborative 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 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, and perform other duties as assigned.