Operations Manager

Other Duties:

• Review and approve operating reports, schedules, payment support, compliance records, and other documents prepared by the Golf/Tour/Transportation and NRC teams.
• Develop supervisors and staff through clear expectations, training, coaching, performance reviews, and cross-training.
• Coordinate with the Sales & Marketing Manager when requesting support and ensure the appropriate supervisor provides complete source of information, deadlines, operational details, and required approvals.
• Serve as management backup for operational emergencies, staffing shortages, and service interruptions.
• Perform other duties and special assignments as directed by the President.

GENERAL EMPLOYEE EXPECTATIONS

All employees are expected to:

• Continuously seek opportunities to improve efficiency and cost-effectiveness
• Maintain high ethical standards and professionalism
• Communicate effectively with management, colleagues, and external partners
• Report issues or irregularities promptly to management
• Comply with all company policies and procedures
• Maintain a clean and safe work environment

SUPERVISORY RESPONSIBILITIES

The Manager is responsible for overseeing, training, and developing staff while upholding and consistently enforcing company policies and procedures. This role includes interviewing, selecting, and hiring qualified employees; delegating work effectively; and proactively managing and resolving conflicts. Additional responsibilities may include reviewing and approving timesheets, monitoring overtime to ensure compliance and cost control, administering disciplinary action in accordance with company guidelines, conducting performance evaluations, establishing individual and departmental goals, and supporting employee development and succession planning.

MINIMUM QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience

• Bachelor's degree or equivalent experience
• Possesses 5-7 years of operations experience in tourism, transportation, golf, rental car, or a related service industry and equivalent skills
• Possesses 5 years of managerial experience

Skills and Knowledge

• High attention to detail with the ability to manage multiple priorities with accuracy.
• Solid understanding of business and organizational planning principles, including strategic planning, resource allocation, leadership practices, and operational execution.
• Proven ability to work independently and collaboratively in a team environment.
• Strong interpersonal, communication, and negotiation skills, with the ability to build productive working relationships.
• Ability to communicate clearly and professionally in Japanese and English, both verbally and in writing.
• Strong problem-solving skills, decision making skills, and ability to adapt to changing demands.
• Demonstrated leadership capabilities, including conflict resolution and people management skills.
• Proficiency with standard office software (MS Office 365 applications), computer systems, and equipment.
• Working knowledge of JTB in-house systems.
• Knowledge of Hawaii tourism, Japanese tour characteristics, culture, and customs is preferred.
• Demonstrated knowledge of golf industry operations, golf course procedures, and golf travel arrangements.

Certificates and Licenses

N/A

WORKING CONDITIONS

The work environment characteristics described here are representative of those an employee encounters while performing the essential job functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. 

Working Hours:

• Normal business hours - 6:00am to 6:30pm, Sunday through Saturday.
• May be required to work after normal business hours and weekends.
• Regular attendance is required for this position.

Working Environment:

• Work is performed in an air-conditioned office environment or approved remote workplace.
• Travel to business locations outside the office where conditions may include noise, dust, fumes, and vehicle exhaust.

Equipment Used:

• General office equipment including phones, fax, copier, personal computer or laptop, scanner, etc. 
• Software includes the use of Windows operating system, MS Office (Outlook, Teams, Excel, Word, etc) 
• Proprietary in-house computer applications and systems may be used in some departments.
• May use company car (with prior authorization) and camera, if authorized for site inspections.

PHYSICAL AND MENTAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. 

• While performing the duties of this position, the employee is required to frequently sit and occasionally must stand, walk, use hands and fingers and reach with hands and arms.  The employee must occasionally lift and/or move up to 25 pounds.  
• Specific vision abilities include the ability to read and analyze data in hard copy and on a computer screen, measure or identify using eyesight and adjust vision focus. 

The mental demands described here are representative of those that must be met by an employee to successfully complete the essential job functions of this position.  Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

• While performing the duties of this position, the employee is required to show mental stamina for problem solving and dealing with stressful situations; prioritizing multiple tasks, ability to recall and recreate detailed conversation or events, interpret and apply oral/written instructions; remain alert and coherent to take action in stressful conditions.