Operations Manager

Position: Operations Manager

Location: Lonavala, Maharashtra

Experience: 7- 10 Years

Role Summary:

We are looking for a hands-on Water Park Manager to lead end-to-end water park operations, ensuring safety, operational excellence, guest satisfaction and team performance. The role requires strong experience in water park/leisure operations, lifeguard management and high-footfall environments.

Key Responsibilities:

1. Water Park Operations

• Manage end-to-end daily operations of slides, attractions, pools and guest facilities, including opening, operating and closing procedures.
• Monitor attraction utilisation, throughput, queues and waiting times while optimising manpower and operational resources.
• Develop and continuously improve SOPs, checklists and operating standards, with a strong park-floor management presence.

2. Guest Experience

• Deliver a safe, seamless and enjoyable guest experience by monitoring crowd movement, queues and guest pain points.
• Handle escalated complaints and critical guest situations while driving Guest Satisfaction, NPS and overall experience.
• Promote a strong service and hospitality culture across the operations team.

3. Safety & Emergency Management

• Own guest and employee safety, ensuring strict compliance with water, attraction and operational safety procedures, including effective Lifeguard deployment.
• Conduct safety inspections, audits, mock drills and emergency preparedness activities while leading emergency response and incident reporting.
• Coordinate with Security, Medical and Engineering teams during emergencies and identify and mitigate operational risks.

4. Team & Lifeguard Management

• Lead, motivate and develop Lifeguard and Operations teams, including manpower planning based on attendance and operational requirements.
• Conduct daily briefings, safety talks, training and competency assessments while monitoring attendance, productivity and performance.
• Build a culture of discipline, accountability, teamwork and safety.

5. Commercial Performance

• Support the Park Head in achieving revenue and profitability targets by monitoring attendance, attraction utilisation, ARPU and guest spending.
• Identify opportunities to improve revenue and operational efficiency while coordinating with F&B, Retail, Rentals, Ticketing, Sales and Marketing teams.

6. Engineering, Maintenance & Park Standards

• Coordinate with Engineering and Maintenance to maximise attraction availability, monitor breakdowns, downtime and restoration timelines, and ensure preventive maintenance.
• Ensure daily pre-opening inspections and proper maintenance of pumps, filtration systems, water systems and attraction equipment.
• Ensure attractions operate only when all safety conditions are met and maintain high standards of water quality, hygiene, cleanliness and guest facilities.

7. MIS & Operational Analytics

• Prepare and review daily, weekly and monthly MIS covering attendance, attraction utilisation, ride/slide availability, downtime, queues, waiting times, safety incidents, guest complaints, satisfaction, manpower productivity, revenue and ARPU.
• Analyse data and trends to identify improvement opportunities and enhance operational performance.

8. Cross-Functional Coordination

• Work closely with Engineering, Security, Medical, Housekeeping, F&B and Retail to ensure smooth park operations.
• Coordinate with Rentals, Ticketing, Sales & Marketing, HR, Training and Finance for effective cross-functional support and operational efficiency.

Education

• Graduate in Hotel Management or in any discipline.
• Hospitality/Recreation Management or related qualification preferred.

Experience

• 8–12 years of relevant experience in Water Parks, Amusement/Theme Parks, Resorts, Leisure or Entertainment.
• 3–5 years in an Assistant Manager/Managerial role.
• Strong experience in Water Park Operations and Lifeguard Management preferred.

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