Company Overview:
FLYRIDE and Beyond The Lens deliver dedicated unique and memorable experiences for our guests. Located on the iconic Branson Strip, we pride ourselves on offering engaging activities, immersive environments, and exceptional guest service. We are seeking a talented and creative individual to join our team as a Senior Operations Manager.
Job Overview:
The Senior Operations Manager plays a critical role in driving the success of our attractions by leading site operations to create a family-friendly environment that aligns with our company’s mission, values, and guiding principles: Always Welcoming, Always Friendly, Always Accountable. This position focuses on enhancing guest experiences, developing team members, and achieving financial goals.
Key Responsibilities:
Guest Service Management:
- Lead the guest experience team to ensure all visitors have a positive and memorable visit.
- Provide timely and responsive customer service, ensuring the facility operates smoothly, is adequately staffed, and maintains high morale.
- Recruit, train, and develop team members to maintain a high standard of guest service.
- Develop and implement guest service standards and protocols to ensure consistency and excellence.
- Monitor guest feedback and implement strategies for continuous improvement.
- Meet and exceed guest experience KPI targets.
- Support special events with operational oversight.
- Interact directly with guests to enhance their experience.
Facility and IT Operations:
- Coordinate with various departments to ensure smooth operation of attractions, exhibits, and amenities.
- Oversee maintenance personnel and ensure timely equipment installation, repair, and preventive maintenance.
- Develop operational procedures to optimize efficiency and enhance guest flow.
- Conduct regular facility inspections to ensure maintenance, safety, and cleanliness standards.
- Oversee quality control and sanitation of guest services operations and facilities.
Safety and Security:
- Implement and enforce safety protocols to maintain a safe environment for guests, employees, and contractors.
- Coordinate with security personnel and local authorities to address security concerns and ensure regulatory compliance.
- Conduct regular safety drills and training sessions for staff.
Team Leadership:
- Serve as a role model by embodying the company’s mission, values, and guiding principles.
- Foster a positive and collaborative work environment that promotes teamwork, communication, and continuous improvement.
- Motivate and inspire team members to achieve their best and drive a culture of commercial orientation.
- Provide coaching and development to Supervisors and Techno-Tainers, ensuring they have the skills needed to support the business.
- Conduct performance evaluations and provide feedback to ensure team members meet expectations and contribute to the attraction’s success.
- Manage and schedule Techno-Tainers, Supervisors, Facility, and IT personnel effectively.
Operational Excellence:
- Ensure adherence to all company policies and procedures while supporting the company’s mission and goals.
- Assist in developing and implementing operational policies, procedures, and reports.
- Formulate pricing policies for ticket and merchandise sales.
- Supervise internal control cash management, financial records, deposits, and payments during shifts.
- Handle guest service issues, including floor work.
- Capably perform duties outlined in the Techno-Tainer responsibilities.
Qualifications and Skills:
- 2-4 years of supervisory experience.
- Experience working in hospitality preferred.
- Strong leadership and team management skills.
- Excellent problem-solving and decision-making abilities.
- Ability to handle multiple tasks and meet deadlines.
- Effective communication and interpersonal skills.
- Attention to detail and commitment to excellence.
- Ability to adapt and learn new skills quickly.
- Physical ability to stand, walk, lift 10-25 lbs, twist, and bend frequently.
Beyond the Lens is an equal opportunity employer committed to diversity and inclusion in the workplace.
Job Type: Full-time
Pay: $55,000.00 - $63,500.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Evening shift
- Monday to Friday
- Weekends as needed
Ability to Relocate:
- Pigeon Forge, TN 37863: Relocate before starting work (Required)
Work Location: In person