The Attractions Operations Supervisor is responsible for recommending, developing and executing operational plans and policies to achieve service levels, as well as focusing on workflow and labor analysis, team development, coaching and counseling, escalated client concerns and new hire development. Attractions Operations Supervisor oversees all aspects of recruiting, training and the continual development of a highly competent and motivated team, including strategic plans to ensure staffing is appropriate at all times. This group is tasked with quickly resolving customer service issues on first contact.

Major responsibilities include:

• Host parties, group outings, and meetings.
• Operate attractions when needed.
• Monitor Attraction Operators and supervise team performance by developing and implementing systems to improve performance
• Create integrated performance development plans for all team members. Ensure they meet and exceed all department level, and individual growth plans
• Hold teams and representatives accountable for their performance expectations based on the communication of daily, weekly, and monthly goals
• Oversee the training of all new specialists to ensure processes are in place to screen candidates for appropriate level of knowledge and performance skills at the end of the new hire training process
• Oversee all aspects of team recruitment and staffing, including resume reviews, interviews, and final candidate selection
• Provide appropriate levels of reward and recognition to exceptional team members; ensure that recognition efforts are integrated into every aspect of daily operations
• Serve as the main point of contact for escalated customer concerns
• Prepare monthly report summarizing service failures and plans to improve
• Review processes, streamline and implement changes to enhance department performance
• Establish and monitor Service Level requirements to ensure successful standards are met.
• Support, develop, and promote best practices that will enhance the overall customer experience.
• Partner with other managers to continually review and improve operating procedures while maintaining high levels of customer loyalty