Operations Manager

Operations Manager

Basic Function

The Operations Manager is responsible for leading the day-to-day operations of the attraction while ensuring an exceptional guest experience, operational excellence, safety compliance, facility presentation, revenue growth, and team development. This position serves as a hands-on leader who oversees all operational areas of the business, including admissions, retail, attractions, cash handling, maintenance, custodial standards, safety, staffing, training, and facility management.

The Operations Manager must be capable of wearing multiple hats and adapting to the daily needs of the business while maintaining company standards, achieving operational goals, and fostering a positive team culture.

Principal Responsibilities

• Deliver an exceptional guest experience by ensuring every guest receives friendly, engaging, and memorable service through active floor presence, guest interaction, problem resolution, and employee coaching.
• Recruit, train, coach, develop, schedule, and hold accountable supervisors, cashiers, attraction attendants, maintenance staff, and other operational team members.
• Lead by example through hands-on participation in daily operations including admissions, retail sales, guest service, exhibit operations, crowd management, and attraction monitoring.
• Maintain the highest standards of attraction presentation, cleanliness, show quality, visual merchandising, exhibit functionality, and overall facility appearance both inside and outside the property.
• Oversee and perform facility maintenance, preventive maintenance programs, custodial duties, and basic repairs while coordinating with vendors, contractors, service providers, and corporate support teams when necessary.
• Troubleshoot operational, mechanical, audiovisual, network, POS, and IT-related issues to minimize downtime and ensure uninterrupted guest experiences.
• Ensure compliance with all company policies, operational procedures, safety standards, risk management programs, and regulatory requirements.
• Conduct regular safety inspections, incident investigations, operational audits, and emergency preparedness exercises while promoting a strong culture of safety throughout the attraction.
• Manage daily cash control processes including safe counts, deposits, cash reconciliations, auditing, inventory controls, fraud prevention, and financial accountability.
• Monitor key business metrics including attendance, revenue, retail performance, labor utilization, guest satisfaction scores, online reviews, and operational expenses.
• Partner with General Management to identify opportunities for increasing attendance, revenue, retail sales, operational efficiencies, and overall profitability.
• Assist with inventory management, ordering, receiving, stock control, and retail merchandising to ensure appropriate product availability and presentation.
• Support marketing initiatives, special events, group visits, community outreach opportunities, and promotional activities to drive visitation and enhance guest engagement.
• Maintain staffing levels through workforce planning, scheduling, recruiting efforts, onboarding, and succession planning.
• Document employee performance, corrective actions, operational incidents, maintenance issues, and business activities in accordance with company policies.
• Build and maintain positive working relationships with guests, team members, vendors, contractors, local partners, and corporate leadership.
• Participate in company meetings, conference calls, training sessions, safety committees, audits, and professional development opportunities.
• Act as Manager on Duty and assume responsibility for all attraction operations in the absence of the General Manager.
• Respond effectively to emergencies, guest concerns, facility issues, and unexpected operational challenges while maintaining professionalism and operational continuity.
• Perform all other duties as assigned to support the success of the attraction, team, and company.

Qualifications

• Strong leadership, communication, coaching, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced, guest-focused environment.
• Knowledge of operations management, guest service, retail operations, cash handling, safety programs, and facility maintenance.
• Proficiency with POS systems, Microsoft Office, scheduling software, and basic technology troubleshooting.
• Ability to work independently while maintaining strong collaboration with corporate and property leadership.
• Ability to lift up to 50 pounds and perform physical tasks associated with attraction operations.
• Must be available to work flexible hours including evenings, weekends, holidays, special events, and emergency situations.

Key Competencies

• Guest Experience Leadership
• Operational Excellence
• Revenue & Profitability Focus
• Team Development
• Safety & Risk Management
• Facility & Maintenance Oversight
• Retail Operations
• Financial Accountability
• Adaptability & Problem Solving
• Communication & Collaboration