Operations Team Lead

Job Summary

The Operations Team Leader supervises the day-to-day operational functions of Rock City Gardens, including parking lots, trails, restrooms, and facilities. This role ensures all guest-facing and operational areas are clean, safe, and guest-ready while coordinating partner assignments and supporting daily operations and special events. Under the direction of the Operations Manager, the Operations Team Leader provides frontline leadership, assists with event setup and takedown, supports safety and security efforts, and leads partners in alignment with Rock City Enterprises’ mission, values, and Culture of Excellence.

This role supports Rock City Enterprises’ mission:

“To enrich lives through Wonder and Connection.”

Essential Duties & Responsibilities

Guest Experience & Culture

• Deliver excellent guest service to internal and external customers in alignment with Rock City Enterprises’ mission, culture, and values.
• Model the values of the Culture of Excellence and serve as a role model for professional guest and partner interactions.

Operational Leadership

• Supervise, assign, and prioritize daily work for up to 25 Operations Partners, ensuring tasks are completed efficiently and to standard.
• Ensure trails, grounds, and facilities are properly opened and closed each day in accordance with operational procedures.
• Maintain clean, safe, and litter-free trails, restrooms, and facilities that reflect Rock City’s quality standards.
• Oversee daily parking lot operations to ensure guest convenience, safety, and efficient traffic flow.

Facilities, Events & Projects

• Coordinate and support setup and takedown for special events at Rock City Gardens and Grandview.
• Provide operational support for seasonal attractions and special projects, including Enchanted Garden of Lights and other major activations.
• Ensure designated buildings, restrooms, and operational spaces are serviced, stocked, and cleaned daily.

Training, Safety & Support

• Train and onboard new Operations Partners, ensuring understanding of opening/closing procedures, safety protocols, and guest service expectations.
• Serve as a point of contact for guest inquiries, feedback, and requests in the absence of the Operations Manager, maintaining professionalism and timely communication.
• Respond to security monitoring and alarm calls during operating hours, as needed.
• Submit maintenance, facilities, safety, and operational requests on behalf of the team.

Administrative & Compliance

• Work with the Operations Manager to develop, update, and maintain Standard Operating Procedures (SOPs).
• Maintain appropriate inventories of operational supplies, including satellite supply closets.
• Support interviews and onboarding for new Operations team members.
• Adhere to all organizational processes and procedures consistently.
• Perform other duties as assigned by management.

Qualifications

Education & Experience

• High school diploma or GED preferred.
• Previous experience in operations, facilities, grounds maintenance, or a related field preferred.
• Leadership experience in a hospitality, attraction, or tourism environment strongly desired.

Knowledge & Skills

• Outgoing, friendly personality with a strong commitment to guest service excellence.
• Proven leadership and communication skills with the ability to motivate and supervise a team.
• Ability to read, interpret, and write reports or correspondence.
• Ability to present information clearly and respond effectively to guests, partners, and management.
• Strong organizational and time management skills.
• Ability to estimate, order, and maintain appropriate supply inventory.
• Proficiency with basic computer programs (Microsoft Office preferred).
• Ability to schedule and manage staffing for up to 25 partners. 

Licenses & Certifications

• Valid driver’s license and good driving record required.

Physical Demands & Work Environment

• Ability to work outdoors regularly, including in extreme summer and winter temperatures.
• Regular use of hands and fingers.
• Ability to lift and/or move up to 80 pounds.
• Frequent walking, stooping, kneeling, and crouching.
• Ability to stand for extended periods.
• Flexible availability, including nights, weekends, holidays, and special events as needed.

Company Mission & Core Values

Mission: To enrich lives through wonder and connection.

Core Values: Courage | Care | Wonder | Excellence