The Island - Operations Manager

Diverse Concepts•Pigeon Forge, TN

1d•Onsite

About The Position

The Operations Manager provides support and leadership to the Rides, Ropes and Tickets Departments by managing and executing staffing plans, operations policies, company standards and Standard Operating Procedures. This role oversees the daily operations of these departments, works with the General Manager and Senior Maintenance Supervisor to create and revise Standard Operating Procedures, and manages the weekly schedules for the Rides, Ropes, and Ticket Departments. The Operations Manager is responsible for ensuring proper staffing levels, leading supervisors and team leads, evaluating staff performance, and overseeing the training of new attendants. They maintain operational, safety, cleanliness, and guest service standards, resolve guest complaints, and communicate mechanical issues to maintenance. Additionally, this role assumes leadership during emergencies, develops employee recognition programs, and serves as a role model for all employees.

Requirements

Excellent interpersonal skills including verbal and written communications, and leadership.
Passionate about the business of family fun and entertainment.
Acts with integrity.
Able to multi-task and maintain composure in pressure situations.
Able to maintain a positive attitude at all times.
Able to recognize, analyze, and resolve conflict among staff members.
Able to be punctual and maintain regular attendance.
Able to work evenings, weekends, and holidays.
Able to climb.
Able to sit or stand for up to 15 hours.
Able to operate a two-way radio.
Able to lift up to 30 pounds.
Able to bend, twist, push, pull, stoop and reach.
Able to maintain personal hygiene standards.
Able to work outdoors in all temperatures and conditions.
Able to tolerate a fast paced work environment.
Must be at least 18 years of age.
Bachelor’s degree in management or equivalent experience required.
Strong computer skills required.

Nice To Haves

Three (3) years supervisory/management experience in the field of entertainment, tourism or hospitality preferred.

Responsibilities

Oversees the daily operations of the Rides, Ropes and Tickets Departments.
Works with the General Manager and Senior Maintenance Supervisor to create, revise, monitor, evaluate and adjust Standard Operating Procedures.
Oversees the Rides, Ropes and Ticket Departments’ weekly schedules.
Performs time audits, verifies hours and takes action to minimize overtime.
Ensures proper staffing levels are maintained at all times during the day.
Leads Supervisors and Team Leads; reviews quality of work, makes recommendations and offers assistance as needed.
Evaluates staff and makes recommendations to General Manager for performance evaluations, disciplinary action and/or termination.
Oversees the training of new Ride Attendants and Ropes Course Attendants.
Conducts staff meetings as necessary.
Maintains operational, safety, cleanliness, and guest service standards at all times.
Ensures all SMOWI handbook policies and procedures are followed by all staff.
Interacts with guests to ensure the departments are operating at the highest of standards.
Resolves guest complaints.
Communicates any mechanical issues to the Maintenance staff.
Assumes a leadership role in case of emergencies such as power outages, inclement weather, and ride incidents.
Develops and executes employee recognition, incentive and rewards programs.
Serves as a role model for all SMOWI employees.
Follows all SMOWI handbook policies.
Other duties, as assigned.