Floor Manager

Key Responsibilities:

Staff Supervision & Development:

• Oversee the performance of staff members, ensuring tasks are completed efficiently and according to company standards.
• Provide ongoing training, guidance, and feedback to employees, fostering their development and growth.
• Ensure staff members adhere to park policies, safety guidelines, and operational procedures.
• Track daily attendance and assist in scheduling employees to ensure adequate staffing levels.
• Document employee performance, provide feedback, and address any behavioral or performance issues promptly.

Guest Experience:

• Address escalated guest complaints and issues, ensuring timely and effective resolution.
• Ensure a positive, seamless guest experience by maintaining operational efficiency and high service standards.
• Monitor guest interactions and provide support as needed to ensure guest satisfaction.
• Work closely with the team to ensure that all guests have a safe, enjoyable, and memorable experience at the park.

Operational Oversight:

• Perform regular checks on attractions and operations to ensure safety, efficiency, and adherence to standards.
• Monitor and oversee the operation of POS systems, cash handling, and transactions in various park areas.
• Assist with operational tasks, including running attractions, handling guest inquiries, and managing various service areas (e.g., front desk, bowling, restaurant).
• Ensure that all safety guidelines are followed to provide a safe environment for both guests and employees.

Manager on Duty (MOD) Responsibilities:

• Serve as the MOD during assigned shifts, ensuring the overall operation of the park runs smoothly.
• Coordinate the opening and closing of the park, ensuring proper procedures are followed.
• Take responsibility for handling emergencies, incidents, and any operational issues that arise during the shift.
• Manage staff breaks and lunches, ensuring all team members receive timely breaks in compliance with company policies.
• Ensure proper cash handling procedures are followed, including closing out cash tills and completing necessary reports.
• Handle vendor-related issues and sign for deliveries, ensuring all packages are received and processed correctly.

Team Collaboration:

• Work collaboratively with other managers to ensure that all departments operate efficiently and effectively.
• Provide guidance and support to team members, helping them to work together toward common goals.
• Communicate effectively with both employees and guests to ensure smooth operations.
• Participate in regular meetings with management to review performance, set goals, and address any operational issues.

Administrative Tasks:

• Maintain accurate documentation for employee performance, attendance, incidents, and operational activities.
• Use task management tools (e.g., Asana) to track daily, weekly, and monthly tasks, ensuring all responsibilities are completed on time.
• Assist in preparing reports and handling any administrative tasks as assigned by the RGM or corporate office.

Safety & Compliance:

• Promote a safety-first culture across the park, ensuring all safety procedures are followed.
• Monitor safety standards and ensure that all staff members are trained in and adhere to park safety protocols.
• Respond to emergencies and accidents, ensuring appropriate action is taken and reports are completed accurately.

Qualifications:

• Experience: Minimum of 2 years of experience in a supervisory or management role, preferably in the entertainment, hospitality, or theme park industry.
• Leadership: Strong leadership skills, with the ability to manage, guide, and motivate a team.
• Customer Service: Excellent interpersonal and communication skills, with the ability to resolve guest complaints and issues promptly and professionally.
• Operational Knowledge: Understanding of park operations, safety standards, and guest service protocols.
• Problem-Solving: Ability to make decisions quickly and resolve operational or guest-related issues effectively.
• Time Management: Excellent organizational skills, with the ability to multitask and prioritize tasks effectively.

Schedule & Availability:

• Must have weekend and holiday availability, as weekends and holidays are peak hours for the park.
• Flexibility in scheduling to cover opening, closing, and peak park hours.
• Managers are expected to maintain a minimum of 45 hours per week in scheduled shifts, with potential extra shifts for special projects or needs.