Summary: The General Manager (GM) is responsible for the overall leadership, strategic direction, and daily operations of the waterpark. This role oversees all functional areas including aquatics, guest services, food & beverage, maintenance, safety, staffing, and financial performance. The GM ensures an exceptional guest experience while maintaining operational excellence, team performance, profitability, and full compliance with regulatory standards. The GM plays a hands-on leadership role, creating a safe, fun, and engaging environment for guests and team members alike.
Essential Duties and Responsibilities
- Provide overall leadership and vision for the entire waterpark, ensuring an outstanding guest experience, high-performing teams, and profitable operations.
- Oversee day-to-day park operations across all departments: aquatics, food and beverage, attractions, admissions, retail, and facilities.
- Lead, develop, and manage the management team and department heads to drive operational excellence, efficiency, and safety.
- Monitor and maintain the highest standards of guest service, cleanliness, and safety throughout the park.
- Ensure compliance with all local, state, and federal regulations, including health, safety, food service, and aquatic standards.
- Oversee hiring, onboarding, training, scheduling, and performance management for all staff in partnership with HR and department managers.
- Lead and support the aquatics team to ensure lifeguards are properly trained, certified StarGuard Elite, and equipped to maintain water safety standards.
- Manage and monitor all operational budgets, labor forecasting, expense control, and financial reporting for the park.
- Maintain and inspect all park facilities and attractions to ensure equipment is functioning properly, clean, and safe for guests.
- Implement and monitor emergency response procedures, safety drills, and risk management protocols.
- Drive continuous improvement initiatives in guest service, employee engagement, operational procedures, and cost-efficiency.
- Represent the park in a professional manner, building strong relationships with guests, vendors, partners, and community stakeholders.
- Promote a culture of positivity, respect, and accountability throughout the organization.
- Ensure all areas of the park are operating according to brand standards, health codes, and company policies.
- Act as the primary point of contact during critical operational issues or emergencies.
- Serve as an ambassador of the waterpark brand and champion a fun, safe, and welcoming environment.
Qualifications and Experience
Required:
- Minimum 5 years of leadership experience in the hospitality, attractions, theme park, or waterpark industry.
- Proven experience managing large teams in a high-volume, fast-paced environment.
- Strong understanding of operations, financial management, labor scheduling, guest service, and safety compliance.
- Demonstrated success in managing budgets, analyzing P&L statements, and driving revenue while controlling costs.
- Experience overseeing aquatics operations and lifeguard programs (StarGuard Elite or similar).
- Strong leadership and team development skills with a hands-on management style.
- Excellent communication, problem-solving, and decision-making skills.
- Proficiency with Microsoft Office Suite and point-of-sale or scheduling systems.
- Ability to work flexible hours, including nights, weekends, and holidays.
Preferred or Required Upon Hire:
- Certified Pool Operator (CPO) or equivalent.
- CPR/AED/First Aid Certification.
- ServSafe and TIPS Certifications (for oversight of food and beverage operations).
- Emergency Action Planning and safety protocols.
- Experience leading capital improvement projects or operational upgrades
Work Environment & Physical Requirements
- Must be comfortable working in indoor and outdoor environments in varying weather conditions.
- Ability to stand, walk, bend, lift, and perform physical tasks for extended periods.
- Must be on-site during operational hours and available for emergency calls or urgent needs outside of business hours.
- Regular weekend, evening, and holiday work is required.
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