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2553005-365760 JOB DESCRIPTIONPOSITION TITLE:General Manager – Operations BUSINESS UNIT:Southern DiscoveriesLOCATION:Queenstown & Milford SoundPosition ObjectivesThis role is a senior general management role within Southern Discoveries (SDL) that oversees:Milford Sound Cruise DivisionThe Discovery Centre and Underwater Observatory in Harrison Cove, Milford SoundThe Milford Sound Kayaking OperationThe Discover Milford Sound Café The “Spirit of Queenstown” Scenic Cruise OperationCharter operations in both Milford Sound and on Lake WakatipuMaintaining a proactive and effective Health and Safety system across all the above operationsPlanning and overseeing the maintenance of vessels and property associated with these operationsManagement and customer experience within these operationsContributing to the improvement of operating performance and profitabilityResponsible for legal, licensing, and standards operational compliance Position PurposeThe primary responsibilities of the role are to:Grow the performance of the scheduled and charter cruise operations and related businesses through effective planning and sound operational management.Ensuring that there is consistent delivery of high levels of customer serviceProviding outstanding leadership and management of all staff associated with the above operationsEnsure that fleet and staff resources are effectively deployed to optimise financial outcomesPlan and deliver excellence in staff induction and ongoing training that ensures that quality service delivery, high levels of Health and Safety awareness and effective staff engagement Become highly conversant with the Southern Discoveries Health and Safety Management Plan and the company’s compliance obligations under the Health and Safety Workplace Act 2015 (HSWA2015)Actively seek customer feedback to ensure that product design and service delivery is continuously improvedCommunicate effectively with staff on goal achievement, business trends, product performance and service expectationsEnsure that all of our marine operations comply with Maritime NZ regulations and other New Zealand statutory requirementsLiaise and negotiate with key service suppliers for all operational provisions Be a proactive participant and contributor within the Southern Discoveries senior management teamLocation of RoleGiven that this role requires active management of the company’s operations in both Queenstown and Milford Sound, the incumbent will ideally be domiciled in Queenstown but will be expected to spend a minimum of 5 days per fortnight working in Milford Sound. A company flat will be provided in Milford Sound for accommodation during these visits.Reporting ResponsibilityThis position reports to the CEO.Key DutiesOutcomesHealth & Safety As the senior person on the Queenstown and Milford Sound sites this role is responsible for ensuring compliance with the company’s Health and Safety Management Plan including the effective operation of the Queenstown and Milford Sound Health and Safety Committee which meets on a quarterly basis.Key requirements include:Under the HSWA 2015, all staff must take responsibility for health and safety, and ensure wherever practicable and reasonable that they, or others, are not harmed by something they do, fail to do, or do incorrectly.Ensure any accident, incident or near miss that occurs in the workplace are reported promptly.Promptly carryout investigations on any accident, incident or near miss that occurs in the workplace. With serious incidents & accidents the F&S Manager will take a more active role in conducting any investigations.Maintain a safe working environment by monitoring safety procedures and equipment. Ensure that staff are trained in Health & Safety matters, including effective use of equipment/chemicals in accordance with manufacturers’ instructions.Ensure that staff are trained in procedures in the event of emergencies such as fire, earthquake, in line with company policy and legislationBe proactive in ensuring all operating procedures are adhered to including identifying and acting upon any new hazards or risks.Suggest improvements and encourage staff participation in Health & Safety Lead (or co/lead with other managers) departmental Health & Safety meetings Assist in case of emergency, and be observant to ensure general safetyLiaise with the Fleet & Safety Manager regarding issues that need to be addressed to ensure appropriate action is taken in a timely and quality fashion.Maritime Safety SystemIn conjunction and partnership with senior operational staff and our Fleet & Safety Manager within the business;Ensure familiarity and confidence in operating with the Maritime New Zealand and international maritime rules.Maintain the Maritime Transport Operator Plan for both Milford Sound and Queenstown Operation.Be named as a ‘Fit & Responsible Person’ within our Maritime Transport Operator Plan (MTOP) for both Milford and Queenstown Operations.Take an active role in MNZ Audits.Review and authorise changes to the MTOP.Ensure all significant compliance dates are met for each SDL vessel in the context of Maritime New Zealand’s MTOP plan and expiry dates for component replacement and servicingComplianceAs the senior person on the Queenstown and Milford Sound sites this role is responsible for ensuring compliance in a number of areas which include:Local Council: Liquor Licencing, Food Safety Plans, Building WOF, Consent compliance.Regional Council: Be familiar with and take a responsibility to ensure compliance with the Resource Consents we operate under.Department of Conservation (DOC): Be familiar with, and take a responsibility to ensure compliance with the DOC Concessions we operate underNZTA: Ensure operational vehicles are road worthy and compliant. Also ensure drivers that are operating the vehicles have the correct licensing. Manage regular reviews of SOPs and authorise accordinglyCruise – Scheduled and Charter OperationsRecruit staff as required and ensure the delivery of quality induction and training programmes with the assistance of direct reports and the Fleet & Safety ManagerOversee the completion of staff rosters and vessel schedules a minimum of two weeks in advance of service deliveryManage any performance or disciplinary issues with the assistance of the HR Manager.Ensure that all vessels and other equipment are maintained in such a way as to ensure that operations can be sustained and delivered with a high standard of service reliabilityConduct weekly meetings with staff groups to ensure that staff are well briefed on current issues/events and kept informed of the commercial and operational performance of the businessWork with the sales and marketing team on analysing product performance and experience expectations and play a role in the planning and hosting of familiarisation inspections.Contribute actively to ongoing product development, profit generation and service improvement Work closely with the Sales & Marketing team on the development of future product concepts and promotion of future charter business.Ensure that the Skipper and Boat Host workforce planning provides provision to undertake charter workEnsure that we work effectively with catering, security and entertainment providers for charter servicesEnsure that we work effectively with charter customers in understanding their specific requirements and to ensure that they are aware of their host responsibilities in relation to the serving of alcohol.Other BusinessesFurther to our Cruise Operations in Queenstown and Milford Sound, Southern Discoveries operate several other separate businesses: – the Discover Milford Sound Info Centre & Café, the Discovery Centre and Underwater Observatory and Kayaking Operation in Harrison Cove.Whilst these businesses have an operational manager, the GM Operations acts as the general manager to oversee these specialist businesses in Milford Sound. In this respect the GM – Operations role is responsible for budgeting, planning, Health and Safety and the overall standard of customer service within these operations.Oversee the self-service fuel station at St Omer Wharf and its associated compliance requirements.MaintenanceMonitor the performance and condition of the marine vessels and liaise on a frequent basis with the company’s Fleet and Safety Manager on fleet condition and planned maintenance.Meet regularly with the Managers and Skippers to receive feedback on vessel status and maintenance issuesWorking alongside the F&S Manager help prepare an annual calendar of vessel maintenance and survey requirements and establish maintenance timelines in the context of the company’s commercial needsAgree the annual maintenance programme with the company’s Fleet and Safety ManagerEnsure that all external contractors coming into our business receive a clear brief on the work requires and a thorough and documented health and safety briefingEnsure that accurate records are kept of work undertaken and that all contractors sign off on their completed workKeep the company’s commercial arm aware of any future disruptions to schedule that may result from services being withdrawn due to maintenance requirementsBe responsible for the maintenance and up-keep of the staff accommodation complex which includes rooms, flats and communal spaces such as the staff kitchen, lounge and gym. Milford Coach OperationsAs this service is vital to feed the Milford business and departs from our St Omer Wharf site in Queenstown, there are some duties that are specific to this service:Liaise with the Coach Division Manager, Reservations Manager, and Queenstown Cruise Operations Manager on any operational issues that might affect our commercial outcomes or require a specific customers service response.Staff WellbeingRecognise that Milford Sound is a unique environment where employees are working and living together very closely. At times this environment can create situations that require additional management support and pastoral careOversee the allocation of rooms & flat within our accommodation complex as it relates to employee position and duration with the business.People and CultureCreate a positive, supportive, and high-performing team culture through effective leadershipUndertake recruitment for key reports in a timely ad professional mannerWork with the HR Manager analyse and identify learning and development requirementsContribute to HR policy development where appropriateManage staff performance and disciplinary issues in accordance with employment law and with the support and guidance of the HR managerContribute to the annual salary review processCheck and approve payroll and leave on a fortnightly basisUndertake annual performance reviews with direct report staffOther DutiesDevelop and enhance the many relationships with external stakeholders, suppliers and landlordsAuthorise all creditor payments relating to the company operations within your control and monitor the financial performance of the businessNegotiate and document supplier arrangements with key suppliers Complete a monthly management report across that covers all operational activities with narrative on financial performance, business trends and operational issuesProvide monthly data input into the company’s rolling twelve-month forecasting for Spirit of Queenstown, Cruise Division, Milford Café and Discovery Centre operations based on expected activities and staffing levels.Overview security on our various sites and ensure that all company assets are locked and secure at the end of each business dayEnsure that all staff follow the company’s standard operating procedures in relation to cash management, revenue reconciliations at the end of the day and company bankingBuild effective relationships with our local business partners and proactively seeks new opportunities to improve our businessParticipate actively in meetings and discussions with the Senior Management Team on both operational and strategic mattersBe prepared to undertake any other tasks that your employer may reasonably ask you to completeYou acknowledge that your role may develop to include other tasks in addition to those listed above.Key RelationshipsInternalSenior Management TeamFinance team Reservations ManagerExternalContractorsSuppliersDepartment of Conservation, Environment Southland, Southland District Council, Queenstown Lakes District CouncilMilford Sound Infrastructure; Milford Sound TourismMaritime New ZealandQueenstown CoastguardMilford Sound and Lake Wakatipu OperatorsMt Nicholas Station ownersFlight partnersQualifications and ExperienceA degree, diploma, tertiary qualification or trade qualification in the management, tourism, transport or hospitality sectors is desirableExperienceA minimum of four years of operational experience at a senior level in the visitor attraction, marine, aviation, passenger transportation or hospitality sector is requiredCan demonstrate prior experience in transport/equipment scheduling and staff rostering tasks Is experienced at recruiting and developing induction and training programmesIs commercially astute and has proven experience in managing a profit centre with budget control responsibilityPersonal Attributes & SkillsIs driven by a strong desire to deliver commercial successDemonstrates strong leadership ability, is inclusive of others and actively promotes a team cultureIs a highly effective communicator who works to create clarity of purpose within the work environmentPlans ahead and can cope with the service delivery expectations of a seven day per week scheduled operationTakes a practical approach to problem solving and seeks help when requiredCan deal with emergency or conflict situations calmly and effectivelyIs adaptable and flexible and is willing to embrace changeApproaches tasks with positivity and energyCompetency in report writing and use of Microsoft Word and Excel is requiredI have read and understood this position description (please initial each page as acknowledgement)Name:_____________________________________________Signed:_____________________________________________Date:_______________________________________________ ................
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