1440 Multiversity
  • Executive
  • Scotts Valley, CA, USA
  • Full Time

Medical, Dental, Vision, ADD Life Insurance


Senior Director of Operations


Reports to: General Manager, Operations

Department: Operations FLSA: Exempt


Position Summary

They Senior Director of Operations position will serve as a member of the Hospitality Committee that leads, develops, optimizes revenue opportunities, and continually improves efficiencies and execution of 1440 Multiversity operations in five key areas: guest experiences, campus operations, culinary/food services, facilities and safety. This position will embody what it means to be an authentic leader who builds genuine relationships at all levels of the organization. This position is responsible for guest and employee satisfaction with direct reporting oversight of oversight of Guest Experiences, Healing Arts, Retail, Housekeeping, Facilities, Reservations, Security, Production, Food, Beverage, Event operations and IT. In support of the General Manager, the collective responsibility for this live-in role is to ensure that the campus, staff, and operations support delivery of "deep hospitality" to all guests that is exceptionally welcoming, memorable, and fully supportive for immersive learning to take place with the desire to return to 1440 for future exploration, collaboration and learning to create hope for living well.


Accountabilities

  • Champion the 1440 vision and mission in both professional and personal settings.
  • Demonstrate 1440's culture principles through all personal interactions.
  • Embrace your personal practices of self-development and learning.
  • Protect the integrity of 1440's status as a 501c3 non-profit organization by ensuring all employees are

aware of, and adhere to, 1440's identified charitable purposes.

  • Partner with General Manager and Managing Director on strategic decision-making and goals for operations - guest service scores, employee satisfaction, campus safety and facilities efficiencies.
  • Optimizing revenue opportunities and supporting the sales and philanthropic efforts.
  • Be accountable for creating integrated, high functioning and proactive operational teams.
  • Minimize expenses while fostering a strong culture of business acumen and financial performance.
  • Routinely inspect quality of services and facility zones noting areas of improvement while developing systems and implementing processes to ensure peak performance and the elimination of defects.
  • Optimize deep hospitality with a focus on guest, faculty and employee engagement.
  • Strategize and create departmental tactical plans while simultaneously leading execution for effective and efficient performance across all operations.
  • Focus on the continual improvement of processes and procedures to increase quality.
  • Prepare operational labor forecasts and manage oversight of departmental expenses aligned with financial goals of the organization.
  • Participate in creation and oversight of operational and capital budgets.
  • Serve as the primary campus contact in cases of campus emergency response.
  • Support the General Manager in maintain and update both the Campus Health and Safety, as well as Crisis Communication plan.




  • Represent Operations and make presentations as a member of the Hospitality Committee and at Board of Trustees (BOT)
  • Effectively partner across the organization, including Programming, Marketing, Revenue Strategy, Finance, Sales, Human Resources, Advocacy, Leadership Center, Information Technology and the 1440 Foundation, to ensure organizational alignment and support the execution of performance
  • Utilize organizational tools and processes to select personnel. Evaluate assessments and place individuals into the proper role that is the right fit for their natural
  • Train, develop, schedule, and empower employees to engage with customers and feel empowered to create a superb guest experience - and own and immediately resolve customer concerns with a positive and organized
  • Create a thriving team that continually strives for excellence and practices personal accountability for results. Mentor existing leadership team members and create SMART plans to develop future 1440 mindful and authentic
  • Manage, coordinate, and continually evaluate Guest Experience areas and staff, inspiring a results-oriented spirit for working with guests and skillful empowerment among all Guest Experience
  • Create and maintain exceptional, uniform guest service standards, including setting and exceeding measurable service benchmarks, putting into place a continuous improvement
  • Facilitate daily Guest Engagement Meetings with key operational staff to review guest satisfaction indices, Medallia guest comments to effectively and efficiently address and resolve guest
  • Ensure that all administrative policies and procedures are created, documented and maintained, including but not limited to CARE program, guest communication, registration, pre-arrival, arrival, back- office/administrative tasks, billing, procurement, F&B offerings, finance and remuneration, and post- departure needs. Ensure that adequate and up-to-date resource materials are available to staff and that they are easily
  • Work as a team with other departmental managers to create a seamless experience for guests and support for employees, with integrated systems and collaborative efforts between
  • Ensure that key staff are trained on safety and emergency protocols and that necessary safety and emergency kits and equipment are in place and
  • Participate in the planning and management of key financial metrics - daily, monthly,
  • Ensure team remains committed to eliminating work defects (Mistakes, Rework, Breakdowns, Inefficiencies and Variations) and improving efficiencies/work
  • Establish and manage third party vendors and strategic partnership contracts whose services benefit the organization and trace for review with Hospitality Committee prior to
  • Approve weekly leadership and operational schedules to ensure all leaders (including self) are scheduled to cover shifts on occasion in their respective work areas to ensure optimal levels of service and payroll efficiencies to include weekends and holidays as
  • Facilitate and ensure compliance to daily departmental line-ups and culture development in all departments aligned with 1440 mission
  • Complete other projects and duties assigned by Managing Director regardless of scope or discipline

Overall Management

  • Select, hire, develop, evaluate, and lead operations department managers and staff. Develop and monitor departmental and cross-departmental staffing
  • Create and lead cross-departmental teams to optimize operational functions, including the development of future
  • Create and interpret organizational policies and procedures; establish management and operating plans for each department within defined organizational
  • Communicate operational objectives and plans to management team members and ensure plans and procedures are consistently
  • Continually improve organizational processes and infrastructure within
  • Respond with skill and tact to resolve issues/crises that arise in operational, guest, and staff areas within operations. Proactively implement process improvements to minimize
  • Oversee major vendor, contractor, and consulting
  • Negotiate contracts for campus services as needed in accordance with established approval
  • Collaborate with regulatory agencies to ensure a smoothly functioning, compliant
  • Direct the creation and management of operational, personnel, and capital budgets in operations and monitor actual costs across operations that follow established expense, labor, and staffing
  • Set operational short and long-term goals and metrics and report on these to management
  • Other responsibilities as needed to meet operational and sales goals for the

Guest Experience and Ancillary Sales

  • Passionately and rigorously lead the charge for superb guest experience that is memorable and invites guests to return again and again. Create standards for excellent guest experience and meet goals for campus sales across all areas within
  • Direct online and phone registrations operations such that customers have accurate information to make decisions, transactions run smoothly and are time efficient, and sales are
  • Direct Healing Arts, Reservations, Production, Events, Retail, F&B and Café areas to ensure to ensure optimal customer experience, mission alignment, right product mix, and maximized
  • Direct guest experience area to ensure proactive, efficient, and effective performance before, during, and after guest
  • Ensure that Facilities and Housekeeping work collaboratively maintain campus grandeur - a clean and beautiful environment throughout campus (and in all buildings).
  • Develop and direct systems for evaluating guest experience and ensure that guest feedback is acted upon such that guests are retained, and business objectives are
  • Manage daily, weekly and monthly "zone" inspections and facilitate walk-throughs with operational managers and executive leadership to ensure expectations are exceeded with respect to everything in working order and guest

Campus Operations

  • Oversee Facilities & Safety and Housekeeping managers in the maintenance of and budgeting for all physical facilities and grounds, ensuring orderly operations, risk management, solid infrastructure, cleanliness, excellent appearance, and cost
  • Ensure décor is well maintained and oversee any new décor projects, ensuring alignment with décor goals and facility and housekeeping
  • Stay informed of current and new regulations and ensure compliance to building, life safety, and health regulations and all relevant
  • Direct the facility strategic planning process, developing and implementing short and long-term facility improvement plans and
  • Direct event production activities for effective delivery of all programs and events, and partner with director of programming to ensure that programming plans are achievable in terms of event production and
  • Assess guest feedback and continually evolve product and service offerings to meet growing needs and expectations of all guest

Production, Events, Food, and Beverage Services

  • Partner with Executive Chef to ensure culinary
  • Partner with Director of Events to ensure production and quality of meeting/event
  • Ensure that all food and beverage services are presented by certified staff in a safe and clean environment while maintaining procurement and cost
  • Maintain the "Food as Medicine" approach to sourcing and serving quality organic
  • Ensure that food service functions are aligned across Kitchen Table (campus dining room), cafés, teaching kitchen, and temporary outlets (for event planning, guest service, etc. support).
  • Continue to develop and evolve processes to ensure efficiency and optimal guest
  • Maintain all health and safety protocols in adherence with recommended CDC

Essential Skills and Experience

  • Minimum of five years of operations management experience with oversight of total operational departments - preferably as a Hotel Manager or Senior leadership capacity in the non-profit, educational, or hospitality sectors - with proven positive performance
  • Strong financial acumen, oversight of multiple departments with full P&L
  • Demonstrated strategic decision-making abilities, sound technical skills, analytical ability, excellent judgment, and ability to manage multiple projects and priorities in a fast-paced, start-up
  • Exceptional leadership, written and verbal communication, and organizational skills, as well as sharp budgetary and analytical skills necessary to perform
  • Personal alignment to 1440 mission and vision - it is imperative that this resonates with all candidates both personally and

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