Summary: Supervises and coordinates activities of various park operations with emphasis on the Aquatics Division. Oversees operations of attractions to ensure the facility is operational on a daily basis. Handles customer and employee questions and resolves complaints by performing the following duties.

• Assess daily park needs to ensure lifeguards are properly trained and continuously evaluated per company procedures

• Work within a budget to include adjusting staffing levels based on daily attendance.

• Audits safety documents to ensure divisions of responsibility comply with established guidelines for park operations and prepares reports in a timely manner.

• Ability to take action in event of emergencies outside of normal operations.

• Reviews and resolves customer complaints. Handles complaints professionally. Confers with other supervisory or managerial personnel to recommend changes in order to avoid recurring customer complaints.

• Ensure guests and employees follow posted signage, park rules, and safety information.

• Determines work procedures, prepares work schedules and expedites workflow.

• Issues written and oral instructions while adhering to White Water’s disciplinary policies and procedures.

• Develop an organized plan for staff retention and development.

• Ensures proper handling of customer credit card information in compliance with Property Procedures and Purchasing Card Industry (PCI) standards

Competency

To perform the job successfully, an individual should demonstrate the following competencies:

• Project Management - Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.

• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments

• Written and Oral Communication – Able to write clearly and informatively. Able to read, communicate and interpret written information. Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

• Team Work - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

• Delegation - Delegates work assignments; Matches the responsibility to the person; Sets expectations and monitors delegated activities; Provides recognition for results.

• Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Inspires respect and trust; Gives appropriate recognition and performance feedback to subordinates. Makes self-available to staff; Inspires respect and trust; Treats people with respect; Works with integrity and ethically; Upholds organizational values; Follows policies and procedures; Supports organization's goals and values.

• Cost Consciousness - Works within approved budget; Develops and implements cost-saving measures; Contributes to profits and revenue; Conserves organizational resources.

• Organizational Support: Adapts to changes in the work environment.

• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Accepts responsibility for own actions.

• Safety and Security - Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.

• Supervisory Responsibilities: Supervises approximately 150 employees with the majority in Aquatics. Carries out supervisory responsibilities in accordance with the organization's policies and procedures. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• While performing the duties of this Job, the employee is regularly exposed to outdoor weather conditions and vibration.

• The employee is frequently exposed to work near moving mechanical parts; work in high, precarious places; fumes or airborne particles.

• The employee is frequently exposed to wet or humid conditions (non-weather); caustic chemicals (pool chemicals/chlorine bleach).

• The noise level in the work environment is moderate.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• The employee must regularly lift and /or move up to 15 pounds, frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds.

• Specific vision abilities required by this job include Close vision, Distance vision, Peripheral vision, Depth perception and Ability to adjust focus.

• While performing the duties of this Job, the employee is regularly required to stand and walk; use hands to touch, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, and talk or hear.

• The employee is occasionally required to taste or smell.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education/Experience:

• Working knowledge of Leading with Love, operations, budget, recruiting/retention, and training. May have obtained this through post-secondary education; or one to two years related experience and/or training; or equivalent combination of education and experience.

• Jeff Ellis and Associates training is preferred but not required, must be able to obtain proper Jeff Ellis & Associates credentials.

• Language Ability: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization.

• Math Ability: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

• Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

• Computer Skills: To perform this job successfully, an individual should have knowledge of Microsoft Word processing software; Microsoft Excel software; timekeeping systems; Microsoft Outlook.

• Must be 18 years of age.

Benefits Offered

• Free Admission - Free admission to Silver Dollar City Attractions and discounted admissions to Herschend Enterprises’ attractions and resorts across the US for you and your dependents.
• Exclusive Admission Discounts - Complimentary tickets & discounts on season passes for loved ones.
• Food & Merchandise Discounts - Discounts on dining, drinks, and merchandise across Silver Dollar City Attractions.
• 401K & Profit Sharing - Profit Sharing and 401(k) Retirement plans are available after one year and 1,000 hours.
• Health Insurance - Affordable health plan options (co-pay, HSA, FSA) available to all full-time seasonal and year-round employees.
• Mary's Well House - Employee health center that provides employees with basic office visits, x-rays, and lab work for a co-pay, whether insured or not.
• Free Tuition – Earn your degree, debt-free. 100% free tuition starting day one of employment. Learn more at https://herschend.guildeducation.com/partner

See all of the benefits offered through Silver Dollar City at: https://www.silverdollarcity.com/Employment/Benefits

Equal Opportunity Employer/Disabled/Veterans