Operations Manager - Guest Experience

Job Description

Job Description

Operations Manager – Guest Experience at the Whitewater Center (Whitewater) oversee the daily operations that directly impact the guest journey across the property. Success in this role requires strong leadership, operational oversight, strategic thinking, and a commitment to service excellence. The Operations Manager- Guest Experience works cross-functionally to ensure operational efficiency, effective problem solving, and consistent service delivery across departments.

This position is an on-site, full-time, benefits eligible role that reports directly to the Director of Operations.

Responsibilities

• Lead, motivate and support a large team within a high volume and a demanding environment.
• Oversee daily operations across guest services functions including pass sales, retail, gear rentals, equipment storage, parking, security coordination, custodial services, and guest inquiries.
• Ensure all guest touchpoints deliver a friendly, welcoming, and high-quality experience that reflects the Whitewater Center’s brand promise.
• Develop, implement, and maintain quality assurance and safety protocols.
• Leverage business metrics and trends to drive performance and maximize profit and revenue.
• Utilize key tools and metrics to measure team results and hold the team accountable to established goals and objectives.
• Facilitate strong interdepartmental communication to ensure seamless guest experiences across programs, events, and operations.
• Be a key leader in the planning and execution of existing and new programming.
• Support the planning and execution of programming, events, and new operational initiatives.
• Accountable for P&L of various business units.
• Other duties as assigned.

Requirements

• Bachelor’s degree in Management, Business, Hospitality, Outdoor Recreation or equivalent.
• 5+ years of experience in management and/or leadership.
• Experience managing departmental P&L’s
• Ability to think critically and be proactive.
• Excellent Microsoft Office skills.
• Flexibility to work evenings, weekends, holidays and during Whitewater events as needed.

Physical Demands

• Must be able to work outdoors for sustained periods of time in all weather and environmental conditions.
• Must be able to lift and carry at least 50 pounds.
• Must be able to bend, stand, lean, and kneel on a regular basis and for sustained periods of time.
• Must be able to safely self-transport over uneven terrain or in a confined space.
• Must be able to work in shared spaces with other employees and customers.
• All positions as Whitewater require employees to report and work onsite at Whitewater locations.

Benefits

• Access to Whitewater Center's pass activities
• Staff discount program and pro deals
• Health, Dental, Vision, FSA
• 401(k)
• Paid Time Off

Department Overview

The Guest Services Department is responsible for creating a friendly and welcoming atmosphere for all guests. The department provides exceptional customer care and clear communication with guests. Guest Services manages event production, private groups, retail operations, and all pass sales at the Whitewater Center.

Working at Whitewater

Whitewater’s mission is rooted in the belief that we all share a genetic code that compels us to play outside and share these experiences with others. This mission is accomplished through promoting access and opportunities to play outside and bring people together. Our approach is simple: Make it compelling and easy to engage with nature and invite others to join.

Legal Disclosures

The Whitewater Center provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, the Whitewater Center complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

NOTICE: Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. The Whitewater Center is an employer that participates in the E-Verify program.