Pay: $20.00 - $24.00 per hour

Position Summary

The Resort Operations Manager is the on-site operational leader during peak guest hours and the accountability owner for continuous readiness across Events and Lodging. The role ensures Waldenwoods executes smoothly across departments by coordinating Rangers, Facilities overlap, Member/Guest Services, and Events teams in real time.

The role also serves as the first on-site management response to guest-impact operational and facility issues. This person is expected to inspect problems directly, make sound judgments, stabilize issues when possible, coordinate immediate response, and ensure proper  documentation and next-day follow-up.

Outside live windows, the Manager performs structured readiness inspections and light remediation to reduce repeat defects and prevent guest-impact issues before they occur.

 Primary Focus

• Events execution success during live windows
• Lodging guest experience success (arrivals → overnight → recovery)
• First-level assessment, triage, and coordination of facility and maintenance issues
• Readiness monitoring and prevention (venues + lodging)
• Campground member support only by escalation triggers (Rangers remain primary)
• Document, assign, and verify next-day follow-up

 Key Outcomes

• Events run with controlled parking/flow and rapid response to guest-impact issues
• Lodging issues are resolved quickly with consistent service recovery
• Facility problems are evaluated promptly and routed correctly
• Guests, vendors, and delivery personnel encounter fewer unresolved operational issues
• Guests experience one seamless operation, not department handoffs
• Nightly turnover reports drive next-day execution with named owners and deadlines
• Repeat failures decline because issues are documented, assigned, and verified as closed
• Rangers are not the default triage point for lodging/events issues

 Core Responsibilities

A) MOD Leadership and Cross-Department Execution

• Serve as working MOD during assigned hours
• Run a brief on-shift huddle and set priorities across Rangers + overlap Facilities staff
• Maintain operational command during peak activity and multiple simultaneous issues

B) Events Live-Window Support

• Execute readiness sweeps for venues, restrooms, lighting, supplies, signage, parking plan
• Intervene and coordinate rapid response for event-impact issues
• Serve as an escalation point for wedding client/coordinator communications (not attendees)

C) Lodging Guest Experience and Guest Recovery

• Support arrivals and orientation through the Welcome Office window
• Resolve sleep-breaker issues quickly (HVAC, water, lockouts, severe noise)
• Apply approved recovery remedies within policy and document actions

D) Facilities / Grounds Triage and First Response

• Serve as first responder for guest-impact operational and facility issues
• Personally inspect and assess problems reported by guests, staff, vendors, or delivery personnel
• Direct overlap priorities when Facilities is on-site
• Handle minor issues directly when appropriate
• Activate on-call maintenance/vendors per escalation ladder when thresholds are met
• Log non-urgent issues with clear next-day owner assignment

E) Campground Member Experience Support (Escalation Only)

• Back Rangers on conflicts, cross-department failures, major utility issues, reputational-risk events, and policy exceptions
• Avoid routine campground operations and enforcement as primary duties

F) Continuous Readiness / Quality Control

• Conduct structured unit inspections on a rotation schedule
• Document defects with photos and work orders
• Perform light remediation within defined scope (under 2 hours)
• Verify completed repairs and reduce repeat issues through pattern recognition

G) Nightly Turnover Reporting + Next-Day Follow-Up

• Produce a nightly turnover report after every MOD shift
• Route issues to respective operational managers with severity, owner, deadline, and guest commitments
• Confirm next-day acknowledgment and closure plan, especially for Level 3 items Authority (During MOD Hours)
• Shift authority over on-duty Rangers and scheduled Facilities overlap staff for immediate resolution
• Authority to approve guest recovery actions within preset limits and document them
• Authority to activate on-call resources per defined escalation rules
• Authority to temporarily close/limit unsafe or failing areas until corrected

 Qualifications

• Bachelor’s degree in Hospitality Management required
• Prior resort, hotel, conference center, or event operations experience required
• Calm guest-facing presence; strong judgment under pressure
• Able to lead cross-functionally without positional conflict
• Competent in assessing and triaging HVAC, plumbing, electrical, and sanitation, access, and general facility issues affecting guests or operations
• Strong written communication and disciplined documentation habits
• Able and willing to work evenings, weekends, and peak operating periods

 Housing

On-site housing provided (details defined in offer)

 Employee acknowledges:

• This is an evening/weekend MOD role focused on Events + Lodging execution
• This role has shift authority during MOD hours
• Nightly turnover reporting and next-day follow-up are required deliverables
• Campground support is escalation-based; Rangers remain primary
• This role includes first-level assessment and triage of guest-impact facility and maintenance issues

Why This Role Matters:

Guests experience Waldenwoods as one operation. This person is the glue that keeps the evening running smoothly and ensures problems are solved, documented, and handed off correctly.

If you are a dependable operator who can lead in real time and take ownership of the guest experience, we would like to hear from you.

Benefits:

401(k) matching
Dental insurance
Employee discount
Health insurance
Paid time off
Vision insurance
Location:
Howell, MI 48855 (Preferred)
Work Location: In person