Seasonal Manager on Duty - Island H2O Water Park

JOB TITLE: Seasonal Manager on Duty
REPORTS TO: Director of Operations
DEPARTMENT: Operations
FLSA STATUS: Hourly Non-Exempt

Specific Duties and Responsibilities
The Seasonal Manager on Duty (MOD) is responsible for overseeing daily park operations with a primary focus on guest satisfaction, safety, and smooth execution of all operational activities. This role serves as the on-site operational leader, making real-time decisions that impact guest experience, safety, and park operations.

• Serve as the primary operational leader on duty, ensuring daily park operations run smoothly, efficiently, and in alignment with company standards.
• Actively engage with guests throughout the park to enhance guest satisfaction, resolve concerns, and create memorable experiences through proactive service and "surprise and delight" moments.
• Lead guest recovery efforts, including handling escalated guest concerns, service failures, and incident follow-up with professionalism, empathy, and sound judgment.
• Provide visible leadership on the park floor, setting the standard for guest service, professionalism, and teamwork.
• Work closely and collaboratively with all park departments to ensure consistent execution of operational standards and exceptional guest service.
• Partner with operations teams to minimize attraction downtime, maximize throughput, and ensure safe operation of all attractions.
• Communicate effectively with leadership and frontline teams regarding operational updates, closures, weather decisions, and guest impacts.
• Collaborate with the Sales Representative to ensure all group guests receive a seamless arrival experience and a high level of service throughout their visit.
• Ensure the highest levels of safety are maintained by adhering to OSHA regulations, local health and safety codes, legal requirements, and company safety and security policies.
• Promote and enforce safe work behaviors among all team members to maintain a safe environment for both guests and employees.
• Conduct daily and frequent site inspections to ensure standards of safety, cleanliness, courtesy, and operational efficiency are consistently met.
• Comfortably and confidently make operational decisions regarding attraction closures, weather-related delays, and emergency situations in the best interest of guest and employee safety.
• Ensure all incidents are properly documented, including First Aid reports, incident reports, and other required operational documentation.
• Respond to operational challenges, guest incidents, weather events, and emergencies with calm, decisive leadership.
• Serve as the point of contact for escalated operational decisions, including ride closures, weather calls, evacuations, and guest communication.
• Ensure timely, accurate communication to guests and team members during incidents or operational changes.
• Provide consistent leadership, a positive attitude, and an unwavering commitment to execution and accountability.
• Support, coach, and guide frontline supervisors and team members as needed to ensure high performance and morale.
• Represent the park and company professionally at all times while on duty

Additional Responsibilities

• Ensure accurate collection and completion of all required reports and operational documentation.
• Assume additional duties and responsibilities as assigned to support park operations and business needs.

QUALIFICATIONS:
Must be at least 18 years of age
Education: Bachelor's degree preferred, or four (4) years of equivalent experience in operations, hospitality, or guest services within a themed entertainment environment
Experience: at least 2-3 years of progressive growth and management experience in the entertainment/hospitality industry preferred.

• Must possess a valid driver's license.
• Must possess working knowledge of MS Office applications including Word and Excel.
• Ability to succeed in a fast-paced, evolving environment
• Must be able to work varied shifts, including evenings, holidays overnight events and weekends
• Must be able to maintain positive, respectful relationships and work effectively with all internal and external constituencies, including team members, community leaders and senior management.
• Must have the ability to lead people and maintain a visible leadership role in appropriate industry, community, and business organizations; demonstrated ability to establish credibility throughout the organization, management, and team members.
• Must have highly developed interpersonal, verbal, and written communication skills, including presentation skills; ability to communicate clearly, concisely, and persuasively.
• Must have a proactive, goal-oriented, can-do attitude.
• Be able to define problems, collect data, establish facts and draw valid conclusions.
• Demonstrated ability to take initiative and execute to accomplish strategic objectives.
• Must be flexible and have the ability to handle multiple priorities simultaneously; willingness to travel and maintain a flexible work schedule to meet various demands for multiple concurrent projects.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to walk or stand for extended periods of time. (In accordance with Operation Hours)
• Requires occasional reaching above shoulder, pushing and pulling.
• The team member is occasionally required to stand, walk, stoop, kneel, bend, push, pull, crouch, or crawl.
• The team member is occasionally required to climb and work at heights above 100 feet.
• The team member is occasionally required to sit or balance.
• The team member must regularly lift and/or move up to ten pounds, frequently lift and/or move up to twenty-five pounds.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus. Requires manual and bi-manual dexterity, fine and gross motor skills, eye/hand coordination, near vision, hearing, and speech.
• The team member may be exposed to weather conditions prevalent at the time.
• The noise level is generally moderate to high.

NDM Hospitality is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.