What are the responsibilities and job description for the Complex Pool Manager position at Crescent Hotels & Resorts?
JOB DESCRIPTION
POOL COMPLEX MANAGER
POSITION SUMMARY
The Pool Complex Manager is responsible for the overall leadership, operation, and financial performance of all pool-related experiences across the resort, including River Ranch Water Park and for the Adult Pool at the Spa.
This individual serves as the primary operational leader for the Pool Complex and is responsible for delivering exceptional guest experiences while overseeing food and beverage operations, retail, safety compliance, staffing, and daily facility operations.
The ideal candidate is an energetic hospitality leader who thrives in a high-volume environment, possesses strong operational and leadership skills, and is passionate about creating memorable guest experiences. This position requires a highly visible leader who can effectively balance guest engagement, team development, revenue generation, and operational excellence.
REPORTS TO: Director of Outlets
KEY RESPONSIBILITIES
Leadership and Culture
- Lead, inspire, and develop a diverse team of supervisors, attendants, recreation staff, food and beverage employees, and retail associates
- Create a culture centered on hospitality, safety, accountability, teamwork, and exceptional guest service
- Recruit, interview, hire, onboard, train, and develop team members
- Conduct performance evaluations, coaching discussions and development planning
- Foster a positive and engaging work environment that promotes employee retention and growth
Guest Experience
- Champion a guest first culture throughout all pool operations
- Maintain a highly visible presence throughout River Ranch and Spa Pool operations
- Engage with guests and proactively identify opportunities to elevate their experience
- Resolve guest concerns professionally and efficiently
- Work closely with resort leadership to ensure alignment with overall guest satisfaction goals
- Develop and implement enhancements that improve guest engagement and satisfaction
Pool Operations
- Oversee daily operations of all resort pool facilities and related guest experiences
- Ensure facilities are maintained to the highest standards of cleanliness, organization and presentation
- Coordinate opening and closing procedures across all operational areas
- Monitor facility readiness, capacity management, and guest flow
- Partner with Engineering, Security, and Risk Management to maintain a safe operating environment
- Ensure all operational standards are consistently executed
Food and Beverage Operations
- Ensure service standards, product quality, and hospitality expectations are consistently achieved
- Monitor labor, revenue, product costs, and productivity
- Partner with culinary and beverage teams to execute menus, activations, and seasonal offerings
- Support revenue generating initiatives and VIP pool experiences
Retail Operations
- Ensure proper merchandising, inventory control, visual presentation, and guest engagement
- Monitor retail performance and identify opportunities to increase sales
- Maintain operational controls and inventory integrity
Financial Performance
- Manage labor, payroll, and scheduling to achieve departmental productivity goals
- Monitor departmental financial performance and key business metrics
- Identify opportunities to increase revenue and improve profitability
- Control operating expenses while maintaining service standards and guest satisfaction
Safety and Compliance
- Ensure compliance with all local, state, and company requirements related to pool operations
- Maintain adherence to safety, health, sanitation, and alcohol service standards
- Coordinate emergency response procedures and employee safety training
- Partner with Security regarding accident prevention and incident response
- Maintain all necessary operational documentation and reporting
QUALIFICATIONS
Required
- Minimum 5 years of hospitality management experience
- Minimum 2 years of leadership experience in resort operations, food and beverage, recreation, pool, or related environments
- Demonstrated success leading teams in high-volume guest service environments
- Strong leadership, communication, and conflict resolution skills
- Proven ability to manage labor, scheduling and operating costs
- Ability to work weekends, holidays, and extended seasonal schedules
Preferred
- Resort, water park, or recreation management experience
- Food and beverage management experience
- Retail operations experience
- Experience managing teams of 30 employees