Flight Operations Manager is a role for a motivated, high energy self-starter who enjoys working in a fun, recreation focused environment. This individual needs to be able to lead a team and manage multiple direct reports and a large part time staff. A strong desire to provide an excellent customer experience is critical and excellent program design and execution is a core expectation of the position. Evenings and weekends are required.

Function

The primary function of the Flight Operations Manager to ensure outstanding safety, programming and service to all Park jumpers, guests and other customers by proper and equal enforcement of all Park policies, procedures and rules. The Flight Ops Manager ensures courteous treatment of all jumpers, guests and other customers by Fly Trampoline Park staff. Acting as the Park representative, the Flight Ops Manager will anticipate or respond to problem situations and attempt to find equitable solutions. Also, the Flight Ops Manager has an active role in customer acquisition and retention, promoting Park programs to current guests and throughout the community:

1. By actively participating in and ensuring the success of all current revenue generating programs
2. By continually thinking of future opportunities to increase profitability
3. By ensuring actively engaged management presence for jumpers, guests and staff by working a variety of hours including evenings and weekends

The secondary function is to oversee and control the daily general activities, adherence to policies and procedures and effectiveness of those reporting directly to this position.

Reporting Relationships

1. The Flight Operations Manager reports directly to the Vice President
2. In the absence of the Vice President, The Flight Operations Manager may also receive direct instructions from the Fly President
3. The Flight Operations Manager has direct authority over all staff directly employed by Fly Trampoline Park I in Fairbanks, Alaska:
   1. Ground Crew staff
   2. Flight Control Tower staff
   3. Flight Attendant party staff

1. The Flight Operations Manager is expected to maintain close and cordial relationships with the following non-Fly staff:
   1. Maintenance staff from The Alaska Club
   2. Membership staff at The Alaska Club

Position Summary

The Flight Operations Manager directs and oversees all operational functions of the facility, including:

• Developing unique and engaging programs for all ages of Park visitors
• Creating a positively memorable Fly Trampoline Park experience for every visitor
• Identifying, hiring and training all Park staff to the highest standards of safety and customer service
• Achieving or exceeding revenue and expense budget expectations
• Administering all Park policies and procedures fairly, consistently and with excellent guest and staff communications
• Maintaining a consistently safe and functional operating environment and training staff to do the same
• Monitoring and evaluating all aspects of daily operations
• Understanding and effectively executing the local marketing plan
• Communicating on a daily basis with the Vice President to ensure seamless execution of all Park programs, daily operations and project priorities
• Retaining primary responsibility for facility, equipment, daily operations and staff
• Ensuring that staff ratios required for safety and service are always met, covering shifts if necessary

Qualifications

• Bachelor's Degree or equivalent experience
• Preferred degree focus recreation management, communications or hospitality
• Prior experience managing large facility
• Prior experience managing 20 employees
• Ability to work nights/weekends
• Minimum 3 years personnel management
• Minimum 2 years business financial management/accountability for performing to budget
• Risk management experience
• Excellent written and oral communication skills
• Proficient in MS Office suite
• Proficient in hospitality or restaurant systems, POS systems, or similar
• Basic electronics troubleshooting capability including PC's, printers, timing systems
• Background in hospitality, restaurant, retail, fitness and recreation or family entertainment a plus
• Mechanical, construction or maintenance experience a plus

Responsibilities

• Maintain the culture and vision of the Fly Trampoline Park brand
• Open and close the facility, adhering to established procedures and standards for safety, security, cleanliness and service
• Ensure full compliance with all established accounting and record keeping requirements
• Oversee employee hiring, development/training and HR documentation
• Maintain policies and procedures in all aspects of the facility
• Schedule, monitor time and attendance and handle payroll processing for all team members
• Conduct probationary and annual performance evaluations for all team members
• As requested, create and submit various business reports including but not limited to attendance, revenue by category, labor, inventories, maintenance logs and safety and cleanliness inspections
• Schedule and lead regular staff meetings to review issues, assign tasks and lead by example
• Coordinate with the General Manager to assure compliance on all Board requirements
• Oversee cash management of facility
• Provide staff with daily and quarterly ongoing training
• Handle customer service issues with discretion and professionalism
• Ensure all staff know all products, procedures, programs and service
• Actively advocate guest and staff safety
• Market outside corporate events and group sales
• Maintain relationship with local key influencers (schools, hospitals, corporations, etc.)
• Other responsibilities as determined by the General Manager and the Board of Directors

Working Conditions

The working conditions will be those typical of a recreational facility. You will be required to move about the Park, both indoors and out and may be asked to work up to 10 hours standing and moving around the Park. Part of the time will be in an office and mechanical room environment. You must have sufficient balance and agility to move on, under, in and around trampolines, platforms, foam pits and other unstable surfaces. You must be able to lift up to 50 pounds safely and without assistance. You must be able to move around the grounds and work outside in all seasons and weather. You must have a driving record acceptable to the Fly Trampoline Park's insurance and maintain the required insurance coverage amounts.

Measures of Performance

The Flight Operations Manager is evaluated by the Vice President. The Flight Operations Manager will be evaluated as performing at a satisfactory level when:

1. The amount of profit contributed to Fly Trampoline Park, Inc. by Fly Trampoline Park I reaches or exceeds budget. This includes both revenue generation and cost control.
2. The state of employee morale and spirit of cooperation is running high on a daily basis. This includes the degree of cooperation, communication and collaboration not only within each department, but between departments and with other Fly Trampoline Park locations.
3. Meets or exceeds goals and objectives set by the Vice President
4. Has demonstrated capacity and ability to establish and maintain the organizational stability of all departments
5. All Park safety programs, safety communications and emergency protocols are in place and staff are thoroughly trained in their use.
6. All departments are maintained at a high level of cleanliness
7. All Park policies and procedures for members and employees are enforced
8. Staff retention is maintained at acceptable levels
9. Overall guest service and hospitality are maintained at a high level
10. A professional attitude, appearance and demeanor are maintained at all times
11. All employment deadlines, checklists and processes met for staff reporting to the Flight Operations Manager new hire paperwork, CPR completion and recertification, training tests, payroll, change forms, leave requests, annual evaluations, etc.
12. All safety and security issues investigated and resolved in a timely manner with excellent documentation
13. Any special projects/tasks assigned are completed on time and meet or exceed all expectations.
14. Facility maintenance is managed effectively and in a timely manner
15. Interactions with jumpers, guests, peers and subordinates demonstrate a high level of respect and professional regard