The Operations Specialist supports the day-to-day operation of Children’s Fairyland including Rides & Admissions and Retail and ensures safety standards are maintained throughout the park. The position ensures all guests enjoy a fun, safe and memorable experience by training and supporting Park Ambassadors to succeed in their roles. Reporting to the Park Operations Manager, responsibilities include working closely with other departments and vendors, acting as a key responder for escalated park issues, and end of day cash handling.

Essential Duties & Responsibilities

Rides & Admissions

• Ensure Rides, Admissions and Gatekeeper positions are appropriately staffed to meet operational needs. 
• Act as a subject matter expert in CFL safety procedures and regulations
• Monitor the performance of Ride Operators including adherence to all safety procedures and regulations, daily cleaning, managing height requirements; 
• Monitor the performance of Admissions Staff and ensures cash handling and park policies are followed; 
• Troubleshoot and resolve problems by contacting the appropriate departments and/or vendors as needed for resolution
• Collect daily ride sheets and report any ride issues to Park Operations Manager
• Ensure staff and guests comply with CFL park policies and regulations 
• Manage end-of-day cash handling at various locations throughout the park

Day to Day Operations Support

• Daily cash handling and Point-of-Sale issues and adjusting staff to operational needs. Cash handling responsibilities include preparing bank deposits, preparing change banks and collecting funds from donation boxes around the park.
• Regular daily observation of ride operations and guest service.
• Conduct frequent show walks to monitor the cleanliness of the park and employee areas. 
• Administrative duties include running reports, documenting accidents, maintaining inventory, maintaining accurate records of daily ride sheets, updating daily attendance, and submitting the daily EOD report to Senior Leadership. 
• Administer first aid and CPR in emergency situations
• Report safety and maintenance issues to Facilities Department
• Assist in the sweeping and clearing the park of guests
• Support special event production
• Support the MOD (Manager on Duty) to oversee the park as needed
• Scheduling of Park Ambassadors personnel to ensure all areas are adequately covered

Customer Service

• Respond to customer issues including providing answers to guest inquiries, addressing guest concerns, issuing refunds and rainchecks
• Walk the park and monitor guests and staff
• Act as a lead and make decisions for customer service escalation

Supervision

• Oversee all functions of Park Ambassadors.
• Support Park Ambassador Lead with daily operations 
• Provide coverage to Park Ambassador Lead during scheduled rest periods
• Coordinate staff training including New Hire Orientation, ride operator training and cross training. 
• Monitor park ambassador performance, coach and counsel staff 
• Document performance issues and coordinate additional training as needed.
• Communicate all issues to the Park Operations Manager. 
• Assist in handling staff shortages, recruiting and hiring.
• Schedule, train, and monitor the performance of Park Ambassadors;
• Partner with Retail Sales Manager to cross-training Park Ambassadors
• Contribute to Daily Lineup Notes and Weekly Staff Guide
• Other duties as assigned

Knowledge Skills & Abilities

• Minimum 2 years’ experience leading a team of ten (10) people or more in a busy, customer service based environment. Experience in an amusement park, museum or similar hospitality environment is preferred.
• Associate’s Degree or equivalent preferred
• Excellent interpersonal skills
• Proven ability to work in a multi-faceted, fast paced, customer-facing environment
• Intermediate level computer skills with working knowledge of Microsoft Word and Excel and Google Workspace application suite
• Experience with POS systems and cash handling procedures
• Ability to track and maintain accurate records on multiple items and meet deadlines
• Flexible and adaptable to constantly changing and challenging situations including weather, crowd size, staff shortages, occasionally having to work past scheduled hours
• Possession of a clear background history with no barriers to working with children
• Current Infant/Child/Adult First Aid & CPR Certification

Personal Attributes/Values

• People-orientation- able to interact effectively, politely, and productively with all types of people from all types of backgrounds and experience and in all types of situations. Comfortable working with non-English speaking and culturally diverse stakeholders
• Professional maturity to manage composure during stressful interactions
• Energetic, diplomatic, adaptable and with a good sense of humor.
• Passionate about the mission, vision, and goals of Fairyland and possess an understanding of how this position contributes to the organization’s success. 
• Strong work ethic with an orientation toward constant innovation and process improvement.
• Impeccable integrity and honesty

Physical Requirements 

This position is primarily located in an outdoor environment.  Able to perform the following duties with or without accommodation:

• Stand, sit, kneel, walk, bend, and perform repetitive motions for the duration of an eight (8) hour shift
• Traverse safely over uneven terrain throughout the entirety of the 10-acre amusement park 
• Safely lift and transport items of up to 50 lbs. 
• Respond quickly to sounds
• See and respond quickly to situations
• Communicate in clear, loud voice 
• Operate two-radio for communications with park personnel
• Work in outdoor, seasonal weather conditions for 100% of shift

Benefits & Compensation

This is a regular, full-time, exempt position scheduled Wednesday through Sundays. The hourly rate for this role is $24.50. Full-time employees are eligible to participate in benefits the first of the month following 60 days of service.  Benefits include: 

• Medical, dental and vision coverage at 100% for employees and 50% for children dependents
• Accrue up to 10 days of PTO in your first year AND separate paid sick leave bank of up to 10 days per year AND three floating holidays per year (available to use after 90 day introductory period)
• 401k plan available 
• Family membership to Fairyland or 6 guest passes annually
• Discounts on Fairyland merchandise and Café