Operations Lead

Job Description

Job Description

AUS Altitude Trampoline Park (ATP) Operations Lead – Position Description

Altitude Trampoline Park Austell

POSITION SUMMARY

The Operations Lead is responsible for overseeing the daily operation of Altitude Trampoline Park Austell by providing leadership, coaching, and operational support across all departments. This position serves as the primary shift leader by ensuring exceptional guest service, maintaining park safety, supporting team members, and driving operational excellence.

The Operations Lead works closely with the General Manager and Assistant General Manager to ensure daily objectives are achieved while leading by example. This position is responsible for supervising frontline team members, resolving guest concerns, maintaining operational standards, and ensuring all departments—including Front Desk, Courts, Café, Parties, Cleaning, and Arcade—operate efficiently throughout each shift.

KEY RESPONSIBILITIES Daily Operations

• Lead daily park operations while ensuring all departments are operating efficiently.
• Execute opening, mid-day, and closing operational procedures.
• Ensure all attractions, courts, café, arcade, party rooms, lobby, and guest areas are operating according to company standards.
• Perform routine park walkthroughs to identify operational opportunities.
• Maintain a safe, organized, and guest-ready environment throughout every shift.
• Ensure all Jolt tasks, opening checklists, closing checklists, and operational assignments are completed.
• Monitor labor deployment and assist with team positioning throughout the day.
• Communicate operational updates during shift changes.

Leadership & Team Development

• Lead by example through professionalism, accountability, and positive leadership.
• Supervise frontline team members during assigned shifts.
• Coach employees on guest service, safety procedures, and operational expectations.
• Assist management with onboarding and training new employees.
• Provide real-time coaching and performance feedback.
• Recognize outstanding employee performance.
• Address minor employee concerns and communicate larger issues to management.
• Promote teamwork across all departments.
• Ensure employees remain productive and engaged throughout their shifts.
• Support scheduling adjustments during operational needs.

Guest Experience

• Deliver exceptional guest service by actively engaging with guests throughout the park.
• Resolve guest concerns quickly and professionally.
• Ensure birthday parties and group events are executed successfully.
• Monitor wait times and guest flow throughout the facility.
• Assist Front Desk with admissions, memberships, waivers, and check-in during busy periods.
• Maintain a welcoming, energetic, and family-friendly atmosphere.
• Support membership sales and promotional initiatives.

Safety & Risk Management

• Ensure all park safety rules are consistently enforced.
• Monitor attractions to ensure safe guest participation.
• Assist Court Monitors with enforcing attraction rules and procedures.
• Conduct regular safety walkthroughs of attractions and guest areas.
• Respond appropriately to accidents and complete incident documentation.
• Ensure emergency action procedures are followed when necessary.
• Report maintenance issues and safety hazards immediately.
• Verify attraction inspections are completed prior to opening.

Party & Event Support

• Ensure birthday parties begin and end on schedule.
• Support Party Hosts during peak party hours.
• Assist with Glow Nights, camps, school field trips, fundraisers, and special events.
• Monitor party room readiness and cleanliness.
• Ensure all party supplies and event materials are prepared before guest arrival.
• Help deliver an outstanding celebration experience.

Café & Retail Support

• Assist Café Team Members during high-volume periods.
• Monitor food quality, cleanliness, and presentation.
• Ensure concession inventory remains organized.
• Support merchandising and retail displays.
• Assist with inventory counts when assigned.

Facility Standards

• Conduct operational walkthroughs throughout each shift.
• Ensure cleanliness standards are maintained across the facility.
• Coordinate with the Cleaning Lead to prioritize cleaning assignments.
• Verify restrooms, party rooms, café, arcade, and attractions remain guest-ready.
• Assist with cleaning responsibilities whenever operationally necessary.
• Report maintenance concerns promptly.

Operational Accountability

• Complete assigned operational reports and shift documentation.
• Monitor labor efficiency and staffing deployment.
• Ensure cash handling procedures are followed correctly.
• Verify opening and closing cash counts when assigned.
• Support inventory accuracy.
• Maintain operational compliance with company standards.

SCHEDULING & AVAILABILITY

• Must be available to work mornings, evenings, weekends, and holidays.
• Must be available for both opening and closing shifts.
• Flexible availability during summer operations, school breaks, promotions, and special events.
• Must be dependable and willing to work extended shifts during peak business periods.

DAILY RESPONSIBILITIES INCLUDE

• Opening and closing the facility.
• Conducting daily operational walkthroughs.
• Supervising all departments throughout the shift.
• Supporting Front Desk operations.
• Assisting with memberships and admissions.
• Monitoring courts and attractions.
• Supporting birthday parties and events.
• Assisting Café operations.
• Maintaining cleanliness and operational standards.
• Resolving guest concerns.
• Coaching team members.
• Completing operational checklists and Jolt tasks.
• Monitoring safety compliance.
• Performing cash handling responsibilities when assigned.
• Supporting special events and promotions.
• Assisting management with shift execution.

SKILLS & QUALIFICATIONS

• Previous leadership or supervisory experience preferred.
• Hospitality, entertainment, retail, restaurant, or family entertainment center experience preferred.
• Strong leadership and decision-making skills.
• Excellent communication and interpersonal abilities.
• Outstanding guest service skills.
• Ability to multitask in a fast-paced environment.
• Strong organizational and problem-solving abilities.
• Comfortable coaching and motivating employees.
• Ability to remain calm under pressure.
• Basic computer and POS knowledge preferred.
• Ability to lift up to 50 pounds.
• Ability to stand, walk, bend, and remain active for extended periods.

WORK SUPERVISION

Reports directly to the General Manager and Assistant General Manager .

Works closely with:

• Front Desk Team
• Court Monitor Team
• Party Host Team
• Café Team
• Cleaning Team
• Team Leads
• Shift Supervisors
• Event Coordinators

Provides leadership and operational direction to all frontline team members during assigned shifts.

PERFORMANCE EXPECTATIONS

Operations Leads are expected to:

• Deliver exceptional guest experiences every shift.
• Maintain a safe operating environment.
• Lead with professionalism and integrity.
• Ensure operational standards are consistently achieved.
• Hold team members accountable to company expectations.
• Communicate effectively with park leadership.
• Promote teamwork and employee engagement.
• Execute company initiatives and promotions.
• Maintain high standards of cleanliness, organization, and safety.
• Represent the Altitude Austell brand with enthusiasm and professionalism.

ADDITIONAL RESPONSIBILITIES

• Assist with emergency response procedures.
• Support staffing adjustments during peak operations.
• Participate in leadership meetings and training sessions.
• Assist with hiring, onboarding, and employee development as requested.
• Support inventory counts and operational audits.
• Assist during promotions, Glow Nights, camps, school events, fundraisers, and park-wide events.
• Perform additional operational duties as assigned by the General Manager or Assistant General Manager.