SERVICE OPERATIONS MANAGER - ROYAL BEACH CLUB

POSITION SUMMARY: The Service Operations Manager is responsible for the delivery of the Guest experience at the Destination, including towel and uniform circulation, cleaning rotation, distribution, and storage. This role maintains the inventory of towels and uniform to meet the operational needs and brand standards. The Service Operations Manager supports the Service Operations Director to ensure the Destination performance objectives, KPI’s, Guest and Team Member Satisfaction, and other key results areas consistently meet and exceed Company targets.

This role oversees all 3rd party contract aspects of laundry operations that includes but not limited to production, presentation, service, and contract compliance, public health, safety, and environmental guidelines. The Service Operations Manager ensures smooth coordination between 3rd party service providers and Destination while meeting operational and financial targets. All duties and responsibilities are performed following Company’s Brand Standards, the Royal Way philosophy, policies, and SOPs, public health, safety, security, and environmental guidelines. This Job Description in no way states or implies that these are the only duties performed by the Team Member occupying this position.

All Team Members may be required to perform any other job-related duties assigned by their Supervisor or Management. The nature of this job requires daily interactions with internal and external stakeholders. ESSENTIAL DUTIES AND RESPONSIBILITIES: • Takes full responsibility for laundry operation, towel and uniform inventory, distribution, circulation, brand quality, and storage. • Drives compliance with Public Health standards by completing systematic inspections, reports, corrective action, training, and reinforcing standards. • Supports the Service Operations Director with projects when required. • Analyzes Guest ratings and Team Member survey results and comments.

Establishes a culture throughout the Team for owning issues and knowing how to resolve them. • Participates in trainings and meetings. Adheres to a Company confidentiality agreement. • Follows the Destinations grooming standards and ensures the Team follows the standards. • Acknowledges and greets Guests, Visitors, and Team Members in public spaces with a warm, friendly greeting. • Manages work schedules to meet the needs of the operation and efficiently manages any additional workload requirements. Develops, implements, and monitors rotation sheets for the operation. Keeps record of hours worked and approves overtime.

Laundry Operation• Creates the Laundry Operations procedure to ensure the delivery of services meets the operational needs. • Oversees the 3rd party contract to ensure compliance and reports inconsistencies to Service Operations Director. • Manages the inventory if items sent and received to eliminate financial loss. • Ensures all items sent to the laundry are recorded and accounted for. • Establishes and ensures the public health safety standards are followed by the laundry service provider. Towels Hut Operation• Maintains PAR stock of towels and creates orders in advanced to maintain operational excellence. • Establishes the standards for towel collection and laundry services.

Develops new ways to enhance services. • Maintains the inventory of towels for each Towel Hut, beach, pools to ensure sufficient stock for the daily operation. • Ensures operational readiness, appearance, and maintenance of the Towel Huts. • Maintains visual towel display standard guidelines in the Towel Hut, on beaches and pools. • Ensures the branded beach towels are properly folded as per standard and are available for the Guests. • Trains the Team to set up the towels as per Standard Operating Procedures. • Oversees the towel exchange process and ensures it is smooth during the call day.

• Responsible for the daily operation by practicing the "Manage by Walking Around" technique, collecting the towels when applicable Uniform Inventory• Maintains PAR stock of uniform and creates orders in advanced to maintain operational excellence. • Establishes the standards for uniform collection and laundry services. Develops new ways to enhance services. • Maintains the inventory of uniform for each division to ensure sufficient stock of sizes, colors, and styles. • Oversees the uniform exchange process and ensures it is smooth and cost effective. Area Standards• Ensures the sand is raked before service.

Sand must be free of tire tracks, footprints, rocks, seaweed, and debris before Guest arrival. • The Towel Huts must be in perfect working condition and pristine without fading, stains, sand, or debris. Ensures all umbrellas, signature, structures, furniture next to Towel Huts are perfectly arranged as per standard. • Ensures umbrellas are open and must be in perfect working condition and pristine. All umbrella bases are covered with sand if applicable or have a proper stand. PVI Response• Oversees the PVI response to the incidents involving ejection of bodily fluids.

Ensures the scheduled Team Member is on stand-by to receive a call on the radio and attend. • Ensures the Towel Hut Team is trained on PVI response, public health, and PPE usage. FINANCIAL RESPONSIBILITIES• Manages labor costs by monitoring working hours and overtime to maintain efficiency without exceeding budgetary constraints, including coordinating work rotations and vacation schedules. • Oversees the 3rd party contract and ensures the deliverables. • Responsible for towel and uniform inventory, storage, and orders. • Manages the inventory and use of the PVI response equipment and chemicals. • Monitors budget to ensure efficient operation and expenditures stay within budget limitations.

• Reviews and approves requisitions for orders and works closely with the Inventory Manager. QUALIFICATIONS: • A High School Diploma. Bachelor’s degree in Hospitality Management, Business Administration, or related field, from an accredited college or university or the international equivalent. • Minimum five (5) years progressive Laundry Operations and/or Housekeeping managerial experience preferably in an upscale hotel or cruise ship, restaurant, or hotel. • Extensive knowledge of public health standards. • Ability to navigate within the Internet, MS Office, and Crunchtime. • Knowledge of the principles and processes in business and organizational planning, coordination, and execution.

• Ability to plan projects, assign priorities, and resolve problems. • Ability to manage the Team in a positive and productive manner by motivating and developing them. • Strong organizational and multitasking skills, and attention to detail. • Ability to work under stress and tight deadlines. • Driving license is required. LANGUAGE REQUIREMENTS: • Ability to speak English clearly, distinctly, and cordially with Guests, Team Members, Contractors, and Vendors. • Ability to read and write English, to understand and interpret written procedures.

This includes the ability to give and receive instructions in written and verbal forms and to effectively present information and respond to questions from Guests, Managers, and Team Members. PHYSICAL REQUIREMENTS: • While performing the duties of this job, the Team Member is regularly required to stand; walk; use hands to touch, handle, or feel; reach with hands and arms; talk or hear; and taste and smell. The Team Member must frequently lift and/or move up to 50 pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. • All Destination Team Members must be physically able to participate in emergency life-saving procedures and drills. Full use/range of motion of arms and legs as well as full visual, verbal, and hearing abilities are required to receive and give instructions in the event of an emergency. WORK ENVIRONMENT: • Destination outdoor environment where high temperature, precipitation, and humid temperatures are experienced.

• While performing the duties of this job, the Team Member is required to work outdoors in extremely humid and hot conditions for an extended period of time. • This is a position where duties are exercised outdoors, walking in sand, and uneven surfaces.