Senior Operations Manager

Job Summary

The Senior Operations Manager is responsible for working directly with the Director of Operations to lead all aspects of Callaway Resort and Gardens operations. This includes budgeting, hiring, training, supervising, developing, and evaluating Managers and Supervisors. The Senior Operations Manager is also responsible for achieving safety, friendliness, cleanliness, installation, and financial goals. Additionally, they will serve as the Manager on Duty (MOD) of the Gardens and Operations Team.

Additionally, the ideal candidate will be able display and live out Heartspitality qualities, strongly rooted in the Herschend Entertainment culture, by being patient, kind, trusting, unselfish, truthful, forgiving, dedicated and accountable.

Summary of Major Duties and Responsibilities

• Provide leadership in the development, implementation and monitoring of all business within Operations to include guest satisfiers, safety reporting and ensuring we are at our highest performance level.
• Develop, implement, monitor and control operating budgets.
• Ensure direct reports understand and operate within financial goals.
• Assist with interviewing, hiring, developing, training, supervising, and evaluating the Operations Team to include Special Events, Recreation, and Installation.
• Effectively plan, organize, and implement organizational processes, to greatly exceed guest expectations and cooperatively support Callaway Resort and Gardens attendance objectives, events and promotions.
• Ensure compliance with all financial policies and procedures including refunds, ticket exchanges, contracts, insurance requirements, vendor documentation, and purchasing processes.
• Recognize and resolve conflicts in a timely manner.
• Develop budgets within target guidelines and monitor ongoing expense controls.
• Proactively monitor incoming queue lines and immediately respond to volume to ensure that all guests are serviced and assisted within approved service objective.
• Evaluate operational efficiencies by capturing success/learning that is accurate and timely in order to guide future decisions for improving operations.
• Participate in cross training and support of Team objectives, to include functioning in the role of Department.
• Coach and empower others, provide feedback to the team, and ensure accountability of team members for results.
• Implement Safety Procedures to include developing and enforcing Safety Standards, Training Procedures and Emergency Procedures.
• Implement agreed upon accounting procedures for sales to ensure all revenue is collected, properly recognized and balanced daily.
• Develop, maintain and communicate reporting as directed.
• Create a positive first and last impression for park visitors through guest service, friendliness and attention to detail within all areas of responsibility.
• Follow All Host Safety Standards and General Safety Training guidelines and use associated injury prevention measures.
• Suspend operations when continuation would be inconsistent with Safety Standards or Procedures or presents a safety hazard to Guests or Hosts.
• Perform additional duties as assigned

Management reserves the right to change and/or add to these duties at any time

• Minimum of five (5) years' experience leading/managing an operation employing at least 50 employees required. Experience in Theme Parks and/or Entertainment preferred.
• Licensed American Red Cross Lifeguard Instructor or able to obtain license within 6 months.
• Above average math skills for ticket sales programs, balancing, transactions, revenue plans and budgets.
• Ability to analyze situations and make decisions utilizing consultative decision-making, when appropriate.
• Practice flex leadership and professional management skills.
• Experience selecting, training, coaching and evaluating at least 3 direct reports required.
• Management style in keeping with servant leadership.
• High school diploma or GED required. College degree preferred.
• Computer literacy and working knowledge of word processing and spreadsheet software.
• Excellent written and verbal English communication skills.
• Experience in public speaking a plus.
• Experience developing budgets, reviewing profit and loss statements preferred.
• Excellent organizational and time management skills to balance and prioritize multiple responsibilities.
• Must "pass" drug test, and criminal background check.