Ryman Hospitality Properties

Compensation

Full Description

As Senior Operations Manager you'll lead and coordinate operations to ensure seamless execution and exceptional guest experiences in our live entertainment venues. In close partnership with venue leadership, you'll oversee the development, implementation, and execution of business strategies across all operational areas, including but not limited to staffing, guest services, security, retail, maintenance, and private events. As the ideal candidate you'll lead by example with passion and integrity while inspiring your team to deliver exceptional service and create unforgettable experiences for every guest. Reports to General Manager. • Manage daily operations of assigned departments throughout venue. Ensure successful execution of all shows, events, and daily operations. • Provide overall leadership and support for all areas of operation and corresponding staff functions by creating and influencing the appropriate culture and character of the venue. • Support and guide recruiting, scheduling, and payroll processes. Develop direct reports by communicating performance expectations and delivering timely feedback. • Ensure exceptional guest service in all areas through proactive engagement. Respond to complaints, taking appropriate actions to turn dissatisfied guests into return guests. • Partner with venue leadership and maintenance team to ensure proper maintenance and repair of the physical facility and contents. • Support the security function to protect venue assets and safety of employees and guests. Ensure staff is properly trained in emergency procedures. • Partner with venue leadership to prepare budgets and monthly forecasts and conduct P&L oversight/management. Participate in developing short- and long-term plans for revenue growth and cost control measures. • Serve as primary point of contact for designated third-party vendors and service providers. Ensure compliance with facility standards, corporate, and government requirements. • Ensure systems are in place for accounting procedures, invoice processing, and inventories. Maintain procedural documentation to meet internal accounting, audit and financial controls. • Collaborate with corporate leadership and internal partners (Marketing, IT, HR, Accounting, etc.) to execute strategies and achieve goals. Facilitate proper communication and organization between venue and corporate office. • Model company service basics and guiding principles. Communicate and uphold corporate policies, safety and security procedures, and brand SOPs. Participate in annual company audits. • Perform other duties as assigned. Education • High school diploma or equivalent required • Degree in management or equivalent preferred Experience • 5+ years' progressive experience in venue operations management in live events or related industry required • 2+ years' supervisory experience required Knowledge, Skills and Abilities • Effective interpersonal, verbal, and written communication skills • Strong leadership skills with a focus on coaching, development, and clear communication of expectations • Ability to establish clear direction, set goals, monitor progress and measure results • Strong understanding of federal, state, county and municipal regulations that pertain to health, safety and labor requirements of the restaurant, employees and guests • Intermediate computer skills with Microsoft Office required • Able to work a flexible schedule, including evenings, weekends and holidays, to support business needs Licenses / Certifications • State Alcohol Education Card required upon hire • Certified Food Safety Manager certification required within 90 days of hire • CPR/AED certification required within 90 days of hire • Crowd Management training provided upon hire • Valid driver's license with satisfactory driving record required Physical Requirements Speak and hear to communicate and use both near and far vision. Stand and walk continuously and frequently climb and descend stairs and uneven terrain. Regularly lift/carry up to 25 lbs. Occasionally lift/carry up to 50 lbs. Manual dexterity for tasks such as using a computer. Working Conditions Entertainment environments indoors and outdoors, with large crowds and elevated noise levels.