Operations Manager

2 months ago

Toronto, Canada Illuminarium Experiences Full time

**WHO WE ARE**

Illuminarium Experiences is a state-of-the-art entertainment venue designed to transport guests into incredible immersive experiences. Inside guests can journey through the looking glass into Wonderland, leave their footprints on the moon, walk among elephants on an African Safari, or discover the world of Lite-Brite with thousands of colorful lights. In addition to its captivating experiences, Illuminarium serves as a premier event destination, hosting unique events such as live sports programming and an immersive nighttime bar, as well as customizable private events tailored to our clients' specific needs.

**THE ROLE**

The Operations Manager is responsible for the day-to-day management of all operational aspects at Illuminarium Toronto Distillery District, Inc., ensuring the smooth functioning of the attraction, maintaining high operational standards, and optimizing guest satisfaction. This role will oversee the Assistant Operations Manager, Operations Supervisor, and other operational staff, ensuring that all processes are efficient, safety standards are met, and the guest experience is consistently excellent.

**ESSENTIAL FUNCTIONS**

**Operational Management**
- Oversee the day-to-day operations of the venue, ensuring seamless execution of all activities.
- Manage ticket and retail systems, including online calendars and ensuring tickets are available for sale.
- Payroll review for staffing accuracy.
- Manage operational logistics, including opening and closing procedures, staff scheduling, and inventory control.
- Ensure compliance with health, safety, and environmental standards, conducting regular inspections and audits.
- Work closely with other department heads to ensure operational support for marketing and events initiatives.
- Lead and supervise the Assistant Operations Manager and Operations Supervisor, providing guidance, setting expectations, and conducting performance evaluations.
- Train and mentor the operations team to maintain high operational standards and ensure all team members are aligned with venue goals.
- Foster a culture of teamwork, professionalism, and accountability among the operations staff.

**Guest Experience & Support**
- Ensure a high standard of guest experience by maintaining cleanliness, safety, and functionality of the venue at all times.
- Collaborate with the guest services team to promptly address guest complaints or operational issues.
- Implement procedures to streamline operations, reduce wait times, and enhance the guest journey within the attraction.

**Maintenance & Facility Management**
- Oversee the upkeep of the venue, ensuring that equipment and facilities are maintained, repaired, and functional at all times.
- Coordinate with external vendors for facility maintenance, cleaning, and equipment repairs when needed.
- Ensure all operational assets, including AV and tech equipment, are functional and secure.

**Budgeting & Cost Control**
- Assist in the development and management of the operational budget, ensuring efficient use of resources and cost control.
- Track operational expenses, including supplies, repairs, and labor, to ensure adherence to the budget.
- Optimize resource allocation and operational procedures to minimize waste and maximize efficiency.

**Health, Safety & Risk Management**
- Maintain compliance with all local, state, and federal regulations regarding safety, health, and emergency protocols.
- Develop and enforce safety policies for staff and guests, ensuring proper training and implementation.
- Address and mitigate any potential risks within the venue by conducting risk assessments and updating procedures as necessary.

**QUALIFICATIONS**
- Minimum of 3-5 years of experience in an operations management role, preferably in the entertainment, hospitality, or attractions industry.
- Bachelor’s degree in operations management, business administration, or a related field.
- Experience managing operations in a high-traffic, guest-oriented environment.
- Familiarity with facility maintenance and technical equipment management. (preferred)
- Proven leadership experience with a focus on team development and process optimization.
- Strong organizational skills with the ability to handle multiple projects simultaneously.
- Excellent problem-solving abilities and decision-making skills.
- Knowledge of health and safety regulations and best practices for operational efficiency.
- Strong communication skills and the ability to collaborate with other departments.
- Flexibility to work weekends, holidays, and evenings as required.

**PHYSICAL DEMANDS (WITH OR WITHOUT ACCOMODATIONS)**
- Job functions require a mix of standing, walking, and bending, and being on feet for long periods of time.
- Use of computers, tablets, smart phones, and other electronic equipment.
- Ability to lift, push, or pull 10-20 pounds regularly, and occasionally up to 50 pounds (with assistance).
- May need to lift up to 30 lbs. overhead occasionally.

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