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Park Manager

Reports To: Park Performance Manager

With a passion to deliver outstanding experiences to park guests that build and maintain brand loyalty, the Park Manager bridges Park Services HQ and the local Park team to ensure outstanding guest care. They are responsible for inspiring their team to deliver WildPlay’s brand promise, ensuring established risk management standards are met or exceeded, meeting or outperforming revenue and budget targets, and adhering to SOPs and operational best practices. With support from Park Services HQ, the Park Manager serves as the general manager of the park and is accountable for the overall “business” of their WildPlay Park. In contributing to the larger business of WildPlay’s network of parks, the Park Manager recognizes that the Park is ultimately a place of growth for both the guest and the members of the WildPlay team and acts as an incubator for developing future leaders. This position is eligible for annual performance-based incentives and bonuses, tied to key performance indicators (KPIs) such as operational efficiency, team leadership, and overall contribution to company goals.

Primary Duties and Responsibilities

Business Development:

• Drive repeat business and new business to the Park, including corporate groups, school and youth groups, and special product and seasonal offerings. Utilize Park and Park Services HQ resources to coordinate group bookings and deliver high-value experiences adapted for various audiences.
• Actively participate in the local business community through relevant and strategically active organizations (business associations, Chamber of Commerce, tourism industry organizations, etc.).
• Develop new business opportunities and relationships, and foster existing client relationships in support of growth within the local community as well as other WildPlay Element Parks locations.
• Communicate with Park Services HQ and other WildPlay parks in support of collaboratively focusing on continuous improvement.
• Support the local delivery and improvement (through feedback) of park network initiative implementations.

Guest Experience & Operations:

• Coach, with a consistent voice, the established guest engagement and service tone within the Park team.
• Manage the face of the company to the guest by responding directly to guest feedback.
• Guide all Park activities to ensure alignment with WildPlay’s core values, SOPs, and industry standards.
• Maintain a "hands-on" capability and awareness of all aspects of Park operations.
• Maintain a clear understanding of all Park roles and their interactions.
• Ensure inspections, maintenance, and risk management standards are maintained in all areas of the park.

Human Resources & Training:

• Exemplify WildPlay's culture within the local Park family by leading through example.
• Recruit, manage, and develop a high-performing team.
• Ensure training and certification processes, as well as oversight of trainee certification processes, meet company standards.
• Finalize seasonal training schedules (in conjunction with Park Services HQ) that align staff resourcing needs with forecasted visitation.
• Provide leadership and facilitate growth opportunities for their team through coaching and mentoring.
• Learn and adhere to regulatory requirements and permit restrictions for the Park’s geographic location (Public Safety, Worker Safety, Human Rights, Employment Standards, etc.).

Revenue, Finance & Administration:

• Oversee finances and manage revenue, profit, accounting, and payroll to achieve budget targets.
• Perform necessary budgeting, reporting, and banking functions per company procedures.
• Plan and implement local sales, marketing, and business development initiatives to achieve revenue objectives.
• Champion the value of "sales through service" through direct mentorship, facilitation of team meetings focused on guest experience, case studies/debriefs (both positive and negative), and solution-oriented “sales” tactics.
• Attend Park Network meetings and conference calls, execute action items, and communicate as appropriate with Park Supervisors and staff.
• Deliver daily/weekly/monthly reports as required and complete all administrative tasks in a timely fashion.

Qualifications, Experience & Skills

Required:

• 3-5 years previous business management experience.
• 3-5 years' experience with budgeting, payroll, and/or sales reporting.
• Exceptional people-management and training skills in a 25+ team member environment.
• Demonstrated experience as a “business builder,” forming relationships with local business and tourism organizations, developing new channels of customer acquisition, and increasing revenue.
• Ability to drive local area results based on corporate or franchise management oversight and mandated metrics/KPIs.
• Previous success leading a team to deliver excellent guest service.
• Ability to directly interact with guests around the resolution of guest concerns or the mismanagement of guest expectations, resulting in positive guest experiences.
• Experience in hospitality, recreation, or highly consumer service-driven industries.
• Ability to provide effective leadership, mentoring, and corrective action.
• Outstanding written and verbal communication skills.
• Ability to build relationships within the community and act as an ambassador in one-on-one and/or public situations.

Nice to Have:

• Formal education in Training and Development, Customer Service, Tourism, Recreation Management, or a related field.
• Working knowledge of the Attractions Industry.
• Experience working in a fast-paced environment with seasonal hiring, team building, and layoffs.
• Experience developing and/or executing strategic business plans (including budgets) and driving revenue and cost controls to meet targets.
• Ability to quickly learn and maximize the potential of various technical systems.
• MS Office suite (advanced skills preferred).

Mission Statement

Evolve the Human — We exist to help people be brave enough to change their world.