The Rental and Repair Shop Manager oversees all functions of the ski and bike rental and repair shop.  This role is responsible for planning and management of budget; ordering goods; managing inventory; daily; hiring training, scheduling, and supervising staff; and maintenance of equipment. This includes full operational responsibility for summer bike rentals, fleet management, and performing or overseeing repairs to bikes in addition to winter ski and snowboard rental operations. As a customer focused organization, a crucial part of each employee’s job is to get and keep guests.  

 ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Prepare the rental shop and retail shop for operating seasons, including winter ski and snowboard operations as well as summer bike rentals.
• Responsible for hiring, scheduling, training and supervision of winter rental staff, including performance evaluation and any necessary discipline, following resort policies, procedures, and applicable state & federal laws.
• Plan, supervise, and coordinate the day-to-day operation of the rental and repair shop for both winter and summer operations.
• Responsible for creating and managing the rental and repair budgets.
• Responsible for the documentation procedures including staff safety and informational training.
• Communicate Net Promoter Scores to staff members and effectively utilize this information to motivate & reward staff.
• Follow up on training of staff members by assigning and checking work, resolving problems, and utilizing formal training & evaluation programs with documentation.
• Provide superior service to our customers (internal and external) by following the Make the Guest Right program while interacting with guests.  Respond to all guests and employees in a courteous, efficient manner.
• Implement accepted guest services policies and insure they are carried out effectively.
• Stay current with product and pricing.
• Provide a safe and clean work area at all times.
• Ability to work with little or no supervision.
• Flexible working hours.  Some job sharing may be required.
• Perform or oversee bike repairs, basic bike maintenance, and preparation of the bike rental fleet to ensure safe and reliable operation.

 GENERAL ACCOUNTABILITIES

• Hires, motivates, evaluates, and directs staff to ensure adequate guidance and resources to accomplish established goals and objectives.  Ensures that all employees receive the training, support, guidance, feedback and resources necessary.
• Directs the establishment of departmental standards, guidelines and objectives and maintains other administrative processes such as budgeting and staffing to ensure proper planning, efficient operation of departments and successful achievement of resort goals.
• Establishes and evaluates financial and profitability goals through annual capital and budget plan process. Evaluate and react to weekly profit and loss statements to make timely corrections to achieve departmental goals.
• Controls all retail and hard goods inventories and ensures merchandise is ordered in a timely manner.
• Rotates hard goods inventories to ensure an inventory of high-quality cutting-edge products for each season (summer/winter).
• Monitors and evaluates operational projects to ensure the successful execution of activities and to improve the effectiveness of the areas of responsibility.
• Represents resort at industry specific functions and local community as necessary to contribute operational expertise and value.
• Maintains and enhances a guest focused culture in all areas of responsibility.
• Maintains schedules in compliance with regulations and authorities having jurisdiction; manages responsibilities in compliance with resort safety policies.
• Maintains current status on legal issues and technological advances which impact the industry; maintains awareness of scope and progress of competition.
• Effective communication skills with all levels of employees, guests and all other outside contacts.
• Ability to delegate responsibility, motivate and lead direct reports to achieve goals and objectives.
• Familiarity with state and federal environmental standards and OSHA regulations.
• Understanding of corporate and resort specific policies and procedures.

SUPERVISORY RESPONSIBILITIES

Manages one subordinate supervisor along with overseeing the supervision of 2-35 employees.  Is responsible for the overall direction, coordination, and evaluation of this unit.  Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

SCHEDULING

The Rental & Repair Shop Manager is a full-time position with a minimum of 40-45 hours per week.  Hours vary based on season and business volumes.  The typical schedule is 5 days a week, 8-9 hours a day, between the hours of 7am and 9pm.  Weekends, holidays, and vacation weeks are included.  During peak business volumes, functions, and special events may be required.