Operations Manager

The role oversees and improves upon the day-to-day operations of ticketing,
school/group entrance, valet parking, turnstiles, stroller, and wheelchair
rentals, lost and found, information points, paid attractions, cabanas (YWW),
and the annual pass.
Managing a team
* manages a team of support managers and their respective subordinates to include their on- and off-the-job training, daily attendance, grooming, coaching, appraisals, and personal development plans.
* Plan, book, and deliver on- and off-job training as required to ensure the best possible service standards as well as colleague development.
* Recruit efficient colleagues, and develop and train them to be future leaders.
* Openly communicate appropriate and valuable information through various channels, including department meetings and briefings.
* Motivate colleagues through the effective implementation of incentive, recognition, and rewards programs.
* Ensure departmental policies, procedures, and performance standards are implemented and maintained throughout their area.
* Review departmental policies, procedures, and performance standards to ensure they are up-to-date, and correct and propose changes as appropriate to ensure high levels of customer service and safety.
* Ensure any service delivery defects are resolved, identify trends, and implement changes as needed.
* Review satisfaction results for their areas, identify any trends, and implement changes as needed.
* Review the accuracy of any checklists and records completed in their area and analyze
* Ensure their area meets financial targets through tracking expenditures and revenue and, as appropriate, taking action to affect either.
* Coordinate any inventory/stock-take activities required in their area, ensuring sufficient stock remains on hand and reducing stock loss or waste.
* participate in daily operations alongside their colleagues, setting a positive example.
* Foster a harmonious atmosphere among colleagues in their area and bring team members together through team activities.
* Smile and be friendly.
* Work nights, evenings, and holidays
Guest Services
* Work with management colleagues to establish the department budget and set yearly goals to achieve maximum sales and net revenue.
* Facilitate efficient, convenient, and secure entry processing.
* To generate financial and attendance reports as required for daily, weekly, monthly, and yearly periods using MS Excel and BOS ticketing systems
* To work closely with other departments to coordinate promotions that increase attendance
* To manage the BOS ticketing system and ensure that methods are in place to generate applicable reports on the effectiveness of variance initiatives
* compliance with all contracts and agreements.
* Identify financial and operational opportunities to maximize the business's profit and efficiency.
* Approve ticket extension requests and complimentary ticket requests when necessary.
* Handle any routed guest complaints, take corrective action, and route related communications to appropriate colleagues.
Operational
* Obtain and maintain an International Lifeguard Training Program Instructor License.
* Manage daily park operations, including supervising: the support manager, assistant manager, team leader, lifeguard, and guest relations officer.
* Collaborate on strategic planning with the department director and implement plans.
* Design and delegate responsibilities associated with strategic department plans
* Serve as a first responder in the emergency action plan.
* Ride all rides, slides, and attractions as required for operational purposes.
* Ensure the safety of guests, coworkers, and contractors in relation to park attractions.
* Work at heights, in water, and in extreme temperatures, outside, year-round.
* Ensure all manufacturer guidelines and SOPs regarding ride dispatch and guest safety are followed.
* Address large groups of people.
* Work Duty Manager, Park Duty Manager, and Crisis Manager shift as the business needs.
* Follow the management's instructions for all other tasks.
The ideal candidate should have:
* Educated to degree level or equivalent
* ISO auditor certification
* International Lifeguard Training Program (ILTP) Instructor or Instructor Trainer License
* Minimum of three years of guest service experience.
* Previous waterpark, theme park, or aquatics experience
* minimum of two years of management experience