Operations Manager - Guest Arrivals

Operations Manager For Guest Arrivals At Castle Park

The Operations Manager for Guest Arrivals at Castle Park is responsible for the daily operational performance and guest experience across all guest arrivals at the park. This leadership role oversees team operations, safety protocols, staffing, labor control, and facility management in the admissions, parking, season pass, turnstiles and bag check areas. Manager is responsible for ensuring seamless coordination between departments such as ride operation, aquatics, attractions, maintenance, and guest services / arrivals. The Operations Manager drives operational excellence, supports financial goals, and promotes a safe, clean, and enjoyable environment for guests and team members.

Essential Duties and Responsibilities

• Manage day-to-day park operations, including department readiness, staffing coverage, scheduling, and guest flow.
• Supervise departmental leadership and frontline staff to ensure consistent service, safety, and cleanliness standards.
• Collaborate with the Ride Operations and Maintenance teams to ensure park attractions and facilities are operational, compliant, and guest-ready and communicate this with front end staff and guests during arrival process.
• Oversee the implementation and enforcement of operational policies, safety procedures, and emergency response plans.
• Monitor labor efficiency, inventory control, and supply ordering to support departmental needs and budget adherence.
• Assist with the recruitment, onboarding and performance development of operations team members.
• Drafts and publishes schedules for outlined teams (admissions, parking, season pass, turnstiles and bag checks) in a timely manner while ensuring all local and federal labor laws are being followed. Ensure staffing levels for each day are within the correct range for estimated attendance and revenue.
• Respond to guest feedback and incidents, ensuring appropriate resolution, documentation, and service recovery. Address and resolve Guest concerns and complaints professionally.
• Support compliance with local, state, and federal safety and health regulations across all operational areas.
• Maintain accurate reports related to incidents, maintenance logs, safety drills, and staff certifications as applicable.
• Provide leadership presence throughout the park, particularly during peak periods, weekends, and special events.
• Promote a positive, team-oriented work culture that reflects company values and encourages employee engagement.
• Identify and recommend process improvements to enhance guest satisfaction, team efficiency, and operational performance.

Qualifications and Experience

Required:

• Minimum 3–5 years of experience in operations leadership, preferably in an amusement park, waterpark, hospitality, or recreation environment.
• Strong knowledge of facility operations, safety protocols, and customer service principles.
• Experience leading teams, managing schedules, and overseeing multiple departments or areas.
• Proven ability to solve problems, delegate effectively, and manage high-pressure situations.
• Excellent communication, organization, and leadership skills.
• Proficiency with Microsoft Office and operational software systems.
• Proficiency in English.

Preferred or Required Upon Hire:

• CPR/AED/First Aid certification.
• Experience in emergency response planning and incident management.
• TIPS and ServSafe certifications (a plus for broader food or guest operations).

Work Environment & Availability

• Must be available to work flexible hours, including evenings, weekends, and holidays.
• Ability to work both indoors and outdoors in varying weather conditions.
• Physical ability to walk, stand, and respond quickly in emergency situations.
• May be required to be on-call for emergency response or critical operational needs.