Position Summary:
Responsible for the safety and guest experience across Admissions, Guest Experience and Housekeeping. This position is responsible for the direction, organization and overall guest experience of the Ropes Course operations. The Ropes Course Manager will motivate and inspire team members to perform at their very best through role modeling, providing feedback, recognition, respect and frequent communication. This role will also lead a team to adhere to strict safety standards, while providing memorable guest moments.
Duties & Responsibilities:
- Development and implementation of the operating policies and procedures for the Ropes Course.
- In collaboration with the Operations Manager, analyze sales figures, customer satisfaction and market trends to anticipate needs and recommend strategies and products to meet revenue and guest expectations.
- Observe and report daily facility conditions and situations to the Operations Manager.
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Develop, manage and oversee staff scheduling across your departments to ensure efficient and appropriate coverage.
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Ensure the facility is clean, safe and presented to the highest of standards.
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Monitor sales in order to recommend strategies to increase revenue opportunities.
- In collaboration with marketing and finance teams, ensure all admission and sales data is captured to maximize reporting potential.
- Monitor and manage guest experience and flow to ensure a safe and enjoyable journey.
- Monitor, manage and ensure all financial and guest experience targets are achieved.
- Remain up-to-date with industry’s best practices.
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Lead and manage the Guest Experience team in its goal of delivering unique and memorable experiences to guests.
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Ensure the implementation of department training programs to achieve the best guest experience.
- Participate in the Duty Manager program.
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Train and develop team members with necessary skills and knowledge in order to perform their jobs.
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Conduct team member performance appraisals in a timely, fair and constructive manner in order to promote personal and career growth.
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Entertain, engage and empower team members to reduce turnover and increase retention.
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Motivate and inspire team members to perform at their very best through role modeling, providing feedback, rewarding and recognizing, respecting and frequent communication.
- Oversee the on-the-job training program in order to establish the needs of the business.
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Management and operation of other subsidiary attractions as required, such as Aquarium & Mirror Maze.
- Management and operations of other areas as required, such as Merchandise and Photography.
- Work closely with all internal and external departments to foster an outstanding and seamless guest experience throughout Union Station.
- Follow standard operating procedures and demonstrate techniques and safety guidelines to guests.
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Conduct ropes course guest training.
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Provide course instructions to ensure a safe, successful and enjoyable experience.
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Guide, instruct and supervise guest safely throughout the course.
- Assist with equipment inventory and report equipment damage, malfunction and repair requirements
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Fit harnesses and correctly supervise the use of all personal safety equipment.
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Perform daily inspections and take inventory of the course and equipment.
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Clean and maintain course as required.
- Keep the ropes course area and equipment storage neat, clean and orderly.
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Keep neat and accurate operational records and logs and prepare daily reports as required
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Observe and report daily facility conditions and situations to the Ropes Course Manager.
Experience, Skills & Qualifications:
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Three to five years in a management role required, ideally in the tourism or recreation related industry.
- Experience managing teams required.
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Exceptional leadership skills and proven experience.
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Excellent verbal and written communication skills.
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Experience working within departmental budgets preferred.
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Strong listening, presentation and decision-making skills.
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Commercially minded with the ability to analyze, understand and anticipate guests’ needs.
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Technically proficient in Microsoft Excel, Outlook, PowerPoint and Word.
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Creative problem solver who thrives when presented with a challenge.
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Energetic and eager to tackle new projects and ideas.
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Must pass ropes course certification.
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Ability to anticipate guests’ needs and tactfully deal with unsafe guest behavior.
Abilities
The individual must possess the following abilities to perform the essential functions of the job, with or without reasonable accommodation, using some or a combination of the abilities.
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Ability to stand for long periods of time.
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Ability to read, listen and communicate effectively in English, both verbally and in writing.
- Ability to access and accurately input information using a moderately complex computer system.
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Hearing and visual ability to observe and detect signs of emergency situations.
- Ability to lift and carry up to 50 pounds.
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Ability to stand, walk and climb/balance for long periods.
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Comfortable working in a harness at heights up to 50 feet.
Other
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Upon employment all team members are required to comply with the standards, rules and regulations, which may be established by the Company and updated from time-to-time. Team members who violate property rules or have irregular attendance will be subject to disciplinary action, up to and including termination of employment.
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The leisure business functions seven days a week. Due to the seasonal nature of the industry, team members may be required to work varying schedules, weekends, holidays and overtime to reflect the business needs of the property. Team members may also be required to attend group and/or department meetings in addition to the work shift as necessary.
- This job description is not an exclusive or exhaustive list of all job functions that a team member in this position may be asked to perform.
Salaried or Hourly
Hourly.
