Operations Director

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Job Description

This position provides guidance and direction for general ride and attraction operations and admissions, ticketing, and entrance operations. Depending on the approved leisure facility organizational chart, the operations director is the primary person responsible for the day-to-day operation of the general areas of the park. This position oversees the core operation of the park, ensuring a safe, smooth, and efficient operation. It plays a critical role in park operations as it must ensure, following Maintenance, that all rides and attractions are available to operate during park operation hours so that our guests can experience the park safely. This role must work closely with all operational teams and department heads, including Maintenance, to provide guests with the safest and most enjoyable experience possible.

Job Scope

1. Leading, directing, and managing the operations division to ensure guest safety is a priority.
2. The Operations Director is the designated person in charge of the park's day-to-day operation in the absence of the Deputy General Manager.
3. Responsible for providing supervision, guidance, coaching, and training to colleagues, including senior management, middle management, admin support, and frontline colleagues.
4. The Operations Director works closely with other levels of management throughout the leisure facility and company to better understand and effectively manage team-based and individual goals and business philosophies while maintaining high levels of facility quality and guest satisfaction.
5. Responsible for strategically managing resources and budgets to ensure the park and company meet all established financial goals.
6. Ensure the workforce is planned accordingly based on manufacturers' recommendations, safe operation, and park attendance.
7. To ensure that all colleagues are adequately trained for specific roles and positions and that ongoing training takes place to enhance colleagues' competence and customer service.
8. To improve operational efficiency in the leisure facility to enhance the guest experience and reduce operational costs.
9. Ensure all guest and colleague incidents are appropriately managed, recorded, reported, and satisfactorily resolved while adhering to the policies and procedures.
10. Manage emergencies to minimize damage, loss, or injury to guests, colleagues, or company property.
11. To strive to improve overall operations while maintaining the integrity of ride systems.
12. To report any safety concerns to the Health, Safety, and Environment (HSE) Manager and Deputy General Manager to maintain the highest safety and hygiene standards.
13. To take immediate corrective action by Maintenance and HSE where incidents are reported.
14. Ensure all policies, procedures, manuals, risk assessments, and ride checklists are in place and reviewed periodically for adequacy, making any necessary updates.
15. Regularly observe the team in the operation, review operational performance, and lead the team to success.
16. To communicate effectively with the Ride Operations team and Guest Services team (WBW only).
17. Communicate effectively with the Maintenance, Security, and Park Services teams, ensuring alignment within the business.
18. Ensure high levels of customer service at all times.
19. Lead and attend core department meetings with the team to improve colleague satisfaction, guest satisfaction, safety, and operational efficiency.
20. This ensures that all Ride Operations and Guest Services management colleagues (WBW only) are being developed.
21. To give operational input into new ride designs to enhance queuing and ride overall experience.
22. Ensure that ride handover procedures are followed when opening a ride and that adequate training and documentation are in order.
23. Ensure all operational equipment is considered for new ride openings and delivered on time before the ride is handed over.
24. To set, review, and meet personal and department KPIs.
25. To develop and implement strategic plans and initiatives.
26. To develop the department budget; be able to analyze financial data to make informed operational decisions.
27. To seek out cost-saving opportunities for the workforce and operational expenses.
28. To develop critical relationships with the core departments outside the Operations division, such as Guest Services, Maintenance, Park Services, and Security.
29. To perform performance appraisals, coaching, feedback, and disciplinary sessions where necessary to review and improve colleague performance.
30. To support the Deputy General Manager on critical initiatives to improve the leisure facility's performance.
31. To help facilitate crisis management training and scenarios.
32. To keep Park Duty Manager manuals updated and ensure changes are communicated to the trained park duty managers.
33. To regularly take part in the park duty manager program.
34. Actively demonstrates a strong personal commitment to the business vision.
35. Shows an entrepreneurial mindset that helps the organization evolve and remain as leading edge and effective as possible.
36. The Operations Director must both project and protect the image and reputation of the park's institutional partner.
37. Performs other reasonable duties as requested by senior and park management.

Requirements

In this role, you need to have the following:

• Degree in business management
• Working at Height (OSHAD compliant) qualification
• Minimum of 3 years of Operations experience in a supervisory role
• Minimum of 5 years in a senior management role with direct reports
• Previously worked as a senior manager in operations, having dry ride experience.
• Knowledge of Kronos and Oracle applications
• Financial skills to prepare and manage a budget