• Oversee the daily operation of Guest Services, Entertainment, Concessions, Food Services, Retail, Games, and Warehouse departments to deliver on the mission of “Creating Memories Worth Repeating.”• Provide direct leadership and management to six full-time employees and 500+ seasonal team members. • Direct oversight of over $7M in annual on-grounds revenue and $12M in annual ticketing sales. • Complete Profit & Loss statements for each department including labor budgeting, projected Cost of Sales, capital investments, and spending per person. • Produce a 3-year plan to drive revenue in-park to lead to higher EBITDA for the business.• Oversee all purchasing; Liaison to all 3-party vendor partners and sponsors pertaining to Food & Beverage.

• Responsible for planning, organizing, and maintaining operational excellence in the Guest Services, Entertainment, Concessions, Retail, and Games departments • Create promotions and programs in retail to drive sales and develop creative and appealing prize programs for all games. • Order all retail and games products and maintain relationships with 3-party vendors. • Produce capital requests, maintain an established budget, and ensure labor and staffing standards are met. • Evaluate data pertaining to costs and performance for future budget planning.

• Provide direct leadership to Senior Supervisors, Supervisors, Team Leads, and Team Members in the Guest Services and Entertainment departments and ongoing development of staff to meet the highest standards of job performance.• Oversee care and maintenance of all costume characters, 3rd party entertainment and show venues. • Produce capital requests for updating entertainment venues. • Maintain established budget, labor, and staffing standards. • Facilitate departmental and job-function-specific training. • Promote guest satisfaction through guest interaction, team members' efficiency, and area cleanliness.• Assist with the production of a large-scale Halloween event.

• Administrative and correspondence work including responding to guest complaints or comments via telephone, email, or online platforms including social media pages. • Provide leadership, supervision, and coaching to 75+ Guest Services team members; including scheduling and performance management.• Recruit and hire team members motivated to deliver an excellent guest experience. • Developed team member and leadership training programs that addressed all department operational functions as well as team development. • Evaluate data pertaining to costs to plan budgets and prepare budgets for approval. • Find innovative ways to reduce labor costs while maintaining a high level of customer service. • Respond to, and teach the team to respond to, difficult guest concerns and perform service recovery on behalf of the business.

• Oversee the department in the absence of the Guest Services Manager and make necessary decisions within given guidelines. • Having answers ready for the most common questions customers are likely to ask. • Building and maintaining relationships with team members. • Monitor and correct team member performance when necessary.

• Handle dissatisfied guests to resolve complaints or concerns. Ensure all guest comments are properly handled and report any to management, as deemed necessary. • Motivate and coach Guest Services team members towards achieving excellent guest service • Work professionally with team members and other supervisors.

• Smiling and having a positive attitude each day. • Responsible for selling and processing season passes in a fast paced environment. • Responsible for selling tickets and handling money appropriately.