Adventures Assistant Operations Manager

Job Description

Job Description

Position: Adventures Assistant Operations Manager

Department: Adventures

Reports to: Adventures Operations Manager

Type: Full-Time, Exempt

About The Role: The Assistant Adventures Operations Manager is responsible for leading the Adventures team in day-to-day guest relations and operations at Fair Oaks Farms. The Assistant Adventures Operations Manager will collaborate with teammates and other managers with a focus on providing outstanding customer service. This role reports to the Adventures Operations Manager, but works closely on a daily basis with the VP of Museums and Tours as well.

Duties & Responsibilities:

• Manages and leads the admissions team in day-to-day customer service, answering questions, and helping with tasks needed to be performed.
• Oversees all Adventures staff in conjunction with the Adventures Operations Manager but directly oversees Admissions Team, Group Coordinator, and Customer Contact roles.
• Assists in coaching, training, and developing adventure staff members.
• Acts as primary manager of The Adventures in the absence of the Adventure Operations Manager which includes making staffing adjustments, coordinating guest needs, and responding to safety concerns.
• Communicates weekly attendance projections and totals to other branches of Fair Oaks Farms to better prepare staff during the week.
• Ensures all POS drawers are equipped with the correct starting totals at the beginning and end of the workday.
• Ensures Safes have the correct totals at the start and end of the workday.
• Ensures that proper security procedures for exhibits and adventure activities are in place to protect employees, customers, and company assets.
• Attentive of and follows company policies and procedures to effectively perform job requirements.
• Maintains a friendly, cheerful, professional, and courteous demeanor at all times and work effectively and positively with all members of the FOF team.
• Maintain proficiency in using personal computer, POS terminals, wristband printers, copiers, and other common office equipment and software.
• Investigates and resolve complaints concerning guest-experience quality and service.
• Guiding guests from start to end of their day by checking them in, scheduling buses, and helping them outside of the admissions building when needed.
• Receive phone calls and emails from View email address on ziprecruiter.com to better answer guests’ questions about the Adventures and ticket prices. Creating daily report with a breakdown of admissions sold.
• Investigates and resolves complaints concerning guest experience, quality, and service.
• Acting as the primary manager of online and in person sales systems for The Adventures.
• Includes system set up, management, and monitoring for price and schedule accuracy.
• Coordinating reporting from the Adventures with Finance team.
• Coordinating group check-ins with sales staff and adventure group coordinator.
• Aids operations managers as necessary with day-to-day operations.
• Meets weekly with operations managers to ensure that staff schedule is prepared and staff is up to date on current events.
• Covers daily breaks for adventure staff members.
• Maintains ordering of supplies for all Admissions functions (such as wristbands, membership plushes, membership cards and collateral) as well as supply ordering duties as assigned by the Adventures Operations Manager.

Job Requirements:

• Capable of real time, collaborative, decision making to anticipate and eliminate problems, seize opportunities, and enhance the guest experience.

• Aides in the interview process and provides feedback.
• Professionalism in demeanor, leadership, and appearance.
• Must be able to handle the pressures of simultaneous coordination of a wide range of activities and recommend appropriate solutions to tourism problems.
• Good judgement and quick problem solving.
• Demonstrated integrity and ethical standards.
• Effective listening and verbal communication skills
• High level of computer literacy including MS Office applications, calendaring, and ability to quickly learn new software. Available to work evenings, weekends and holidays.
• The ability to stand, bend, stoop, twist, lift, and possess repetitive hand and wrist motion.
• At all times provides a favorable image of Fair Oaks Farms to promote its philosophy, products and services.

Additional Information:

The above statements are intended to describe the general nature and level of the work. This is not an exhaustive list of all duties and responsibilities. Employees are expected to perform duties assigned and directed by management, which may be modified when deemed appropriate by management.