About this role
Key Responsibilities
Operational Leadership · Oversee daily trolley operations, including opening and closing procedures, route management, and schedule adherence. · Monitor fleet readiness and coordinate with Maintenance to ensure all vehicles are safe, fueled, and operational. · Adjust staffing and trolley deployment in response to guest volume, weather conditions, and operational changes. · Ensure ADA protocols, loading procedures, and safety standards are followed consistently.
Team Supervision · Lead, support, and coach trolley drivers, greeters, and loaders throughout each shift. · Conduct pre-shift briefings to communicate operational updates, safety notes, and performance expectations. · Provide on-the-spot training and reinforcement of guest service standards. · Assist with scheduling, timekeeping, and coordinating staff breaks to maintain coverage.
Guest Experience · Deliver exceptional guest service and support team members in resolving guest questions, complaints, and special requests. · Respond promptly to any guest or route issues, including delays, operational adjustments, or emergency situations. · Ensure load times, dispatch intervals, and guest flow run smoothly and efficiently.
Safety & Compliance · Enforce all safety procedures for drivers and guests, including proper loading, seatbelt compliance, and emergency protocols. · Assist with incident reports, vehicle checks, and communication with Safety & Security during medical or operational incidents. · Ensure drivers complete pre- and post-trip inspections and that documentation is properly maintained.
Communication & Coordination · Act as the point of contact between trolley operations and other departments (Admissions, Security, Facilities, Special Events). · Provide real-time updates on operational challenges, route changes, guest volume, and vehicle status. · Support the Senior Operations Manager with daily reporting and end-of-shift summaries.
Qualifications · Previous experience in transportation, attractions, events, or guest services preferred. · Strong leadership skills with the ability to motivate and guide a large seasonal team. · Excellent communication, problem-solving, and multitasking abilities. · Ability to stay calm under pressure and make sound decisions quickly. · Must be comfortable working outdoors, nights, weekends, and holidays. · Valid driver's license and clean driving record; CDL preferred but not required (site training provided).
Physical Requirements · Ability to stand for extended periods and walk long distances. · Ability to assist guests with boarding, including those with mobility needs. · Ability to work in varying weather conditions.
Why Join Our Team · Work in a team-focused environment that values leadership, communication, and guest experience. · Opportunities for continued seasonal leadership roles and growth within operations.