AUS Altitude Trampoline Park (ATP)

Operations Lead – Position Description

Altitude Trampoline Park Austell

POSITION SUMMARY

The Operations Lead is responsible for overseeing the daily operation of Altitude Trampoline Park Austell by providing leadership, coaching, and operational support across all departments. This position serves as the primary shift leader by ensuring exceptional guest service, maintaining park safety, supporting team members, and driving operational excellence.

The Operations Lead works closely with the General Manager and Assistant General Manager to ensure daily objectives are achieved while leading by example. This position is responsible for supervising frontline team members, resolving guest concerns, maintaining operational standards, and ensuring all departments—including Front Desk, Courts, Café, Parties, Cleaning, and Arcade—operate efficiently throughout each shift.

KEY RESPONSIBILITIES

Daily Operations

• Lead daily park operations while ensuring all departments are operating efficiently.
• Execute opening, mid-day, and closing operational procedures.
• Ensure all attractions, courts, café, arcade, party rooms, lobby, and guest areas are operating according to company standards.
• Perform routine park walkthroughs to identify operational opportunities.
• Maintain a safe, organized, and guest-ready environment throughout every shift.
• Ensure all Jolt tasks, opening checklists, closing checklists, and operational assignments are completed.
• Monitor labor deployment and assist with team positioning throughout the day.
• Communicate operational updates during shift changes.

Leadership & Team Development

• Lead by example through professionalism, accountability, and positive leadership.
• Supervise frontline team members during assigned shifts.
• Coach employees on guest service, safety procedures, and operational expectations.
• Assist management with onboarding and training new employees.
• Provide real-time coaching and performance feedback.
• Recognize outstanding employee performance.
• Address minor employee concerns and communicate larger issues to management.
• Promote teamwork across all departments.
• Ensure employees remain productive and engaged throughout their shifts.
• Support scheduling adjustments during operational needs.

Guest Experience

• Deliver exceptional guest service by actively engaging with guests throughout the park.
• Resolve guest concerns quickly and professionally.
• Ensure birthday parties and group events are executed successfully.
• Monitor wait times and guest flow throughout the facility.
• Assist Front Desk with admissions, memberships, waivers, and check-in during busy periods.
• Maintain a welcoming, energetic, and family-friendly atmosphere.
• Support membership sales and promotional initiatives.

Safety & Risk Management

• Ensure all park safety rules are consistently enforced.
• Monitor attractions to ensure safe guest participation.
• Assist Court Monitors with enforcing attraction rules and procedures.
• Conduct regular safety walkthroughs of attractions and guest areas.
• Respond appropriately to accidents and complete incident documentation.
• Ensure emergency action procedures are followed when necessary.
• Report maintenance issues and safety hazards immediately.
• Verify attraction inspections are completed prior to opening.

Party & Event Support

• Ensure birthday parties begin and end on schedule.
• Support Party Hosts during peak party hours.
• Assist with Glow Nights, camps, school field trips, fundraisers, and special events.
• Monitor party room readiness and cleanliness.
• Ensure all party supplies and event materials are prepared before guest arrival.
• Help deliver an outstanding celebration experience.

Café & Retail Support

• Assist Café Team Members during high-volume periods.
• Monitor food quality, cleanliness, and presentation.
• Ensure concession inventory remains organized.
• Support merchandising and retail displays.
• Assist with inventory counts when assigned.

Facility Standards

• Conduct operational walkthroughs throughout each shift.
• Ensure