BRIGHT ANGEL BICYCLES LLC
Job Description
POSITION: Bicycle Operations Manager
TIME: Seasonal Salaried Position
WAGE: Hourly
REPORTS TO: General Manager
Job Description
The Bicycle Operations Manager is responsible for ensuring that BAB’s bicycle rental and tour operation runs smoothly and that customers receive the highest level of service. The Bicycle Operations Manager will work directly with the Operations Manager to staff, structure and run the bicycle rental operation in a manner that is both efficient and creates a positive and empowering work environment. This is a comprehensive management position that requires a broad set of personal and professional skills.
Job Duties
Team Leader:
The Bicycle Operations Manager is above all a team leader who is expected to manage and lead a crew of Rental Technicians, Cashiers, Drivers and Tour Guides. We strive to create a work environment that is fun and rewarding while providing world-class service to visitors from around the globe. The Bicycle Operations Manager must possess excellent interpersonal communication skills, be able to assign goals, delegate tasks, and resolve conflicts in an effective manner.
Customer Service:
Bright Angel Bicycles takes a ground up approach to customer service, and the Bicycle Operations Manager is critical to ensuring that customers receive excellent service:
· Maintaining the shop and grounds to present a clean, organized front-of-house and safe, organized back-of-house.
· Ensure that employees are properly trained, interact with customers in a professional manner, and provide accurate information to customers and potential customers per company policy and protocols
· Provide customers accurate and pertinent information in person, over the phone, and by email.
· Manage customer complaints in a professional and fair manner.
· Respond to customer incidents and/or accidents quickly while following BAB and NPS guidelines for incident management and reporting.
Human Resources:
The Bicycle Operations Manager will work in conjunction with the Operations Manager to recruit, train, and discipline employees. Duties will include:
· Assist in recruiting, interviewing, and hiring new and returning employees prior to the beginning of the season.
· Participation in the preseason training sessions for employees and ongoing on-the-job training during the season.
· Conduct mid-season performance evaluations with employees.
· Take formal disciplinary action when necessary and act as a primary point of contact for employee conflicts and concerns.
· Ensure employee files are kept up to date with training documents and completed evaluation forms/notes
Operations:
The Bicycle Operations Manager will be responsible for ensuring that day to day operations run smoothly and efficiently:
· Assist GM to schedule employees to adequately staff for the expected level of business with consideration given to labor cost and employee hours.
· Ensure that BAB protocols and procedures are being followed in regards to bicycle inspections, repairs, fittings and storage.
· Ensure that company vehicles are being properly inspected and that necessary maintenance and repairs are made known to GM.
· Ensure opening & closing documents are being completed on a daily basis
· Monitor inventory levels of supporting documents and supplies for the bicycle operations and reorder/copy as necessary. i.e. maps, PEDAL form, eBike forms etc
· Manage all online reservations and the software booking system
· Assist GM to reorder “Bike” retail items
The Ideal Candidate
The ideal candidate for this position will above all possess excellent people skills both with customers and coworkers. The Bicycle Manager’s ability to foster a sense of community, shared purpose and respect among fellow employees is paramount to creating the work environment we strive to maintain. We feel that creating a work place where employees feel valued and respected is the keystone to providing excellent customer service. Additionally the Bicycle Operations Manager needs to possess excellent organizational skills and foresight to effectively manage a very busy operation that is geographically removed from many common services and supplies.
Required Skills and Certifications:
· Proficient in Microsoft Word and Excel
· Community First Aid or higher within 30 days
· AHA CPR within 30 days
· Must be able to lift 45lbs and stand for extended periods of time
Compensation and Benefits
The Bicycle Operations Manager is a full time, salaried position and the selected applicant can expect to work 45-50 hours a week during the peak season and 30-40 hours a week during the shoulder season. Starting wage for the position is $20 hourly + tips with wage increases based off of performance. Position benefits include:
· One week paid vacation. One week unpaid
· Accomodations within Grand Canyon National Park