Course curriculum

  • 1

    Introduction to Winter Operations

    • Role overview

    • Operational Tool box

    • What's inside
  • 2

    Key Responsibilities

    • Staying the course

    • Operational leadership

    • Mastering current systems

    • Team management

    • Problem-solving

    • Guest experience

    • Financial and performance accountability

    • Hands on execution

    • High season operations
  • 3

    Leadership, staffing and team oversight

    • Joining our existing team

    • HR and Servant Leadership Strategy

    • Check-ins & feedback loops

    • Performance Improvement Plans
  • 4

    Planning and Scheduling

    • Creating effective schedules

    • Complex scheduling

    • Professional Driver Scheduling Scenarios - last minute

    • Answers

    • Weather-Driven Scheduling

    • When I Work, our scheduling system
  • 5

    Reporting & tracking duties

    • Reporting and control duties

    • Getting presales and sales into the Liquidity dashboard

    • Rezdy weekly reporting
  • 6

    Operational flow

    • Your daily checklist

    • Your weekly checklist

    • Your monthly checklist

    • Internal Team daily flow

    • Office daily workflow

    • Tour prep daily workflow
  • 7

    Systems and software

    • WIW: how we use it as a manager

    • Domain, server and hosting

    • Explanation of forms, automate and teams

    • Outlook and groove

    • Teams: Adding people to Teams
  • 8

    Guest experience & quality control

    • Quality control

    • Feedback forms

    • Requesting feedback on tours

    • Negative review handling