Campground Operations Coach - Team Outsider

Team Outsider Overview

At Team Outsider, we spend our time delivering extraordinary hospitality to our guests at our rapidly growing portfolio of campgrounds and car care centers nationwide.  We are on a mission to be the most hospitable team in the world, and to achieve our mission, we need your help!

Position Overview

Reporting to the Director of Campground Operations, each Campground Operations Coach will be responsible for managing campground operations, and the on-site General Managers at up to 10 RV resort campgrounds.  The role of the Campground Operations Coach is to provide direct support to General Managers by resolving issues and roadblocks in order to allow the General Managers to focus on their on-site team and guests. In addition to acquiring and managing campgrounds, we are a hospitality training and development company that will offer the right candidate immense responsibility and opportunity for growth.

Duties & Responsibilities

• As with all positions on our team, live Team Outsider’s values while performing the responsibilities of your position.
• Work directly with Team Outsider leadership to lead and support your properties' General Managers in the following: Maintain a safe, fun, clean, and family-oriented environment at all properties.
• Provide feedback to the Home Office team on ways to remove or improve processes that allow us to continually get better as a team. 
• Provide expertise in technology, systems, processes, and administrative operations to optimize the effectiveness of the on-site teams while alleviating the workload and pain points of the General Managers. 
• Ensure that all of the campgrounds and their amenities are fully operational.
• Train General Managers, Leads and their on-site Teams.
• Maximize camper-nights, registration revenue, store sales, and ancillary revenue while managing expenses.
• Drive growth and promotion of each campground's service offerings.
• Maintain company standards and expectations.
• Manage each campground's key performance indicators (KPIs) and quarterly objectives.
• Oversee capital improvements, maintenance, and other infrastructure projects.
• Oversee campground operations to ensure the highest level of camper satisfaction.
• Conduct call audits and provide feedback to ensure the level of hospitality delivered on the phone is of the Team Outsider standard. 
• Develop marketing initiatives designed to drive occupancy.
• Proactively gather information on campers and their travel plans to find ways to deliver a “WOW!” experience.
• Implement rules, guidelines and best practices for each community to optimize the team’s and camper’s experience
• Recommend best practices, including but not limited to: community management, sales, events, training, and camper experience on a company-wide level.
• Review daily reports and work with the team to finalize weekly and monthly reports.
• Manage campground expenses, including the submission of accurate weekly expense reports.
• Temporarily assume management of campgrounds as needed.
• Assist with the annual and quarterly budgeting process.
• Up to 30% travel to company-managed campgrounds required.

Personnel Management

• Manage the on-site teams to achieve specific goals and objectives.
• Analyze General Manager performance, provide regular feedback, conduct regular performance reviews, and implement progressive discipline steps when necessary.  
• Lead professional development of team members and recommend current team members for promotion.
• Conduct regular meetings with General Managers to provide coaching, drive work forward, and ensure achievement of business results.
• Ensure the right people are in the right seats to ensure the team is maximizing productivity.
• Oversee and keep the team up to date with process changes.

Physical Campground Management

• Discuss General Manager recommendations with the Director of Operations on any repairs, maintenance, or updates required at the properties.
• Work with the Director of Setting to Oversee and implement capital improvement projects.
• Analyze property reviews to identify and resolve issues presented, i.e. un-level sites, insufficient cleaning staff, or poor cable tv picture quality, etc.
• Set priorities using camper reviews and clearly communicate adjustments to the team.
• Know and be able to implement camper safety plans, i.e. fire and emergency plans.

Business Development

• Oversee and ensure the successful on-boarding of newly acquired campgrounds and newly hired or promoted General Managers. 
• Assist with regional marketing, including any relevant trade shows or exhibitions.
• Stay abreast of, identify and recommend participation in recruiting sessions, college fairs, community events, etc.

Experience & Requirements

• A passion for and understanding of Team Outsider's mission and values.
• 5+ years of hospitality, project management, or business operations experience.
• Must be an effective problem solver.
• Must be skilled at troubleshooting technical issues related systems and processes.
• Must be highly organized, a skilled note-taker, and a process implementer.
• Must be strong at generating culture while working in a remote setting.
• Must be willing to travel 30% of their time.
• Campground Management experience is a plus. 
• A Bachelor's Degree is preferred.
• Expertise in operating CampSpot and/or K2 preferred. 
• Must have strong business acumen. 
• Must be able to drive results on-site, push actions forward, and maintain a high level of accountability in a remote setting. 
• Must have strong verbal and written communication skills.
• Understanding and experience managing a team of more than five people.
• Exceptional ability to prioritize and not multitask.
• Demonstrate integrity, dependability, responsibility, accountability, self-awareness, work ethic and empathy.

Team Outsider Mission

• We are on a mission to be the most hospitable team in the world.

Team Outsider Vision

• Our vision is to prove to the world that by delivering extraordinary hospitality to their team members and guests, businesses can outperform their competition.

Team Outsider Values

• We put our team first: We believe that the most important hospitality we extend is to our team members.  The way we treat one another sets the tone for how we treat everyone.
• We make them say “WOW!”: We are passionate and determined to "WOW!" our team members, our guests, our community, and our partners at every interaction.
• We express gratitude: We appreciate that our team members and guests have many options for where to spend their time.  We are committed to proving to them that they've made the right decision.
• We get better every day: We are always growing, learning, and ready to drive change.  When we stumble, we admit fault and get back on our feet.  We are in the constant pursuit of excellence in everything we undertake.
• We are steadfastly resourceful: We do more with less and will do whatever it takes to overcome a challenge.
• We give back: We strive to leave the biggest positive impact on the communities where we operate.  Their success is our success, and we want to see them win.