Lumina Operations Supervisor

**Summary**:
**Responsibilities and Deliverables**:
General:

- Leads the nightly Lumina operations: event liaison, site inspections, fam tours, daily opening and closing/ securing of Base. Works in partnership with the Lumina Tech Team to deliver the best experience possible.
- Leads high performing, dynamic operational team upwards of 10 people nightly. Assist the Assistant Manager with new hire training, safety training, and performance management by providing on-going feedback to Assistant Manager
- Active, continual involvement in operational delivery, operational effectiveness, safety, ideas for improvement, opportunities for efficiencies and service standards for the guest experience
- Provides feedback and input to Director and Assistant Manager on policy and procedure development
- Supports implementation of all policy and procedures
- Plays a significant role in exemplifying outstanding behaviours aligned to safety, guest experience, and colleague culture aligned to culture, vision, mission and values
- Leads by example in following company uniform and grooming policy, holds team accountable to same standards
- Covers Assistant Manager’s days off as required during peak season
- Promote a strong relationship between the Lumina team and other activity teams
- Helps with communication of key messages and information to all operational staff
- Helps to complete scheduling, scheduling changes, and approving staff hours worked as directed by Assistant Manager
- Communicate any team issues of schedule/payroll in a timely manner to Assistant Manager and pay master
- Communicate weather conditions to the team/Assistant Manager i.e. wind, snow etc. and coordinate operational changes if need be
- Monitor course for maintenance needs and report any issues to Assistant Manager or Tech Team
- Supports the Tech Team where applicable through completion of generic technician tasks as required
- Ensure guest facing areas (Courtyard, Wedge, Western Front, Gear Sheds, Zip Course, & Parking Lot) are kept clean and tidy by the team
- Responsible for special event preparation, set up, and tear down when applicable
- Ensures employee engagement is high and interventions are in place to address if low. Keeps finger on pulse, checking in with staff daily
- Lumina is proud to have a dynamic team who roll up their sleeves to get the work done. As such, this role may require helping out other team members and departments as needed
- full time with the schedule being 4-5 days per week depending on holidays and business volumes
- Summer completion bonus and winter retention bonus offered
- This is a seasonal contract however a FT year-round contract may be made available at the end of the season based on interest

**Guest Relations**
- Assumes Ambassador role when between tasks at Lumina. This consists of liaising with guests during the experience, attaining feedback, offering, and advertising complimentary / for purchase F&B offerings, upselling additional TAG activities etc.
- Responsible for understanding and communicating guest experience expectations. Regularly checks in with guests during the show and takes steps to enhance guest experience
- Assist with service recovery for guests if need be
- Responsible for issues that may arise with guest bookings, such as selling tickets, moving bookings to a new day, adding additional people, or providing discounts or refunds (with Manager approval)

**Incident Response**
- Knowledgeable in all course evacuation procedures, incident response protocols, and ensuring the Lumina team is trained in incident response to the expected level
- Main liaison and point of contact for incidents and/or emergencies. Follows established protocols and procedures for incidents and/or emergencies
- Accident, Incident, and Near Miss reporting - ensures all information is gathered and recorded in the correct and timely manner. Ensuring reports are detailed with measurements, photos, witness statements and associated paperwork and the Director and Assistant Manager are made aware
- Risk management: Incident response, follow up, and reporting to ensure Director/Manager has information required for notifications, record-keeping, and debriefs. Preventively, on-going review of risks and interventions to mitigate risk

**Hiring and Training**
- Supports management in hiring process with participation in screening and interviewing of applicants and providing assessment of guide performance
- Provides the Assistant Manager and People & Culture with recommendations for activity specific content for company orientation
- Helping to develop training materials and lead training of both new and returning staff each season
- Maintain up to date records of all training and be aware of which staff members are trained on what role and who is signed off/may need more support
- Ensure all other company paperwork requiring sign-off is completed in a timely manner. This could include, but is not limited to Waivers, SOPs