JOB SUMMARY

The Assistant General Manager (AGM) serves as the senior operational leader responsible for the day-to-day execution of the organization's mission, ensuring exceptional guest experience, operational excellence, and seamless coordination across all departments. Reporting directly to the General Manager, the AGM provides executive leadership to department directors and managers, ensuring all operating areas work collaboratively to achieve organizational goals. The AGM is responsible for maintaining a safe, clean, guest-focused, financially responsible, and highly efficient operation while fostering a culture of accountability, teamwork, and continuous improvement. The AGM acts on behalf of the General Manager when delegated and serves as the primary executive responsible for daily park operations.

Directly Supervises:

Director of In Park Revenue / Retail lead, Executive Director of F&B / Director of F&B, Maintenance Supervisor / Manager, Reservations lead & Facilities Manager.

DUTIES, RESPONSIBIITIES, & EXPECTATIONS

Duties and responsibilities include, but are not limited to the following: Operational Leadership Provide executive oversight of daily operations, including Animal Care & Programs, Veterinary Services, Education, Guest Services, Admissions & Ticketing, Reservations, Food & Beverage, Retail, Sales & Marketing (operational coordination), Maintenance, Landscaping, Housekeeping, Security, and Seasonal/Special Events. Ensure all departments operate collaboratively to deliver safe, efficient, and exceptional guest experience. Guest Experience & Daily Operations Lead daily operational readiness, including business opening and closing procedures. Ensure exhibits, attractions, animal experiences, food outlets, retail locations, and guest services operate as scheduled. Resolve significant guest concerns and oversee service recovery. Monitor guest flow, wait times, staffing levels, and operational performance throughout the day. Coordinate responses to emergencies, weather events, and other operational challenges. Cross-Department Coordination & Workforce Planning Foster collaboration among all operational departments to optimize staffing, scheduling, guest flow, and revenue opportunities. Support department leaders with workforce planning, cross-training, labor utilization, and operational efficiency. Facility Presentation Maintain high standards for cleanliness, landscaping, signage, wayfinding, restroom conditions, facility appearance, and overall park presentation. Conduct routine park inspections and ensure timely corrective action and maintenance follow-up. Leadership & Accountability Lead, coach, and develop department directors and managers. Establish operational expectations, conduct leadership meetings, promote accountability, and foster a collaborative, respectful workplace culture. Financial & Operational Performance Partner with department leaders to improve revenue, labor efficiency, guest satisfaction, productivity, expense management, and operational consistency. Support budgeting, forecasting, and financial performance initiatives. Safety & Risk Management Ensure compliance with animal safety protocols, guest safety standards, OSHA regulations, emergency preparedness, environmental requirements, and company policies. Participate in emergency planning and incident response. Continuous Improvement Lead initiatives that improve operational efficiency, communication, collaboration, guest satisfaction, consistency, and overall park performance while eliminating recurring operational issues.

EXPECTATIONS

The Assistant General Manager is expected to: Be highly visible throughout the park each day. Build strong relationships with department leaders and frontline staff. Make timely decisions. Remove barriers to operational success. Anticipate operational challenges before they impact guests. Foster accountability without micromanaging. Promote teamwork over departmental silos. Lead by example through professionalism, integrity, urgency, and service. The Assistant General Manager is ultimately responsible for ensuring that every guest experiences a park that is safe, clean, fully operational, beautifully maintained, and staffed by engaged employees working together to create memorable experiences.

KEY PERFORMANCE INDICATORS

(KPIs) The AGM will be evaluated based on: Guest Experience Guest satisfaction and service recovery Guest wait times and attraction availability Online guest review trends Operational Excellence Daily operational readiness On-time opening of park attractions and venues Operational consistency, audits, and cross-department coordination Leadership Manager and employee engagement Accountability and staff retention Leadership development and teamwork Financial Performance Labor efficiency and operational productivity Expense management and operational cost control Support of revenue growth initiatives Facility Standards Overall cleanliness and park presentation Landscaping quality Preventive maintenance completion

EDUCATION & EXPERIENCE

Required:

Bachelor's degree in Hospitality, Tourism, Zoological Management, Organizational Leadership, Public Administration, or related field. Minimum 7-10 years of progressive leadership experience in theme parks, zoos, aquariums, resorts, hospitality, attractions, or comparable guest-focused environments. Demonstrated success leading large, multidisciplinary teams. Strong operational planning and organizational skills. Proven ability to lead through influence and collaboration. Experience managing multiple departments simultaneously. Excellent problem-solving and decision-making abilities. Exceptional communication and leadership skills. Ability to remain calm and decisive in fast-paced environments.

Preferred:

Strong financial and business acumen. Minimum 7-10 years of progressive operational leadership experience in theme parks, zoos, aquariums, resorts, hospitality, attractions, or comparable guest-focused environments.

SKILLS REQUIRED

Strong operational leadership and organizational abilities. Excellent interpersonal, verbal, and written communication skills. Leadership, coaching, and team development skills. Strategic planning and operational execution. Financial management and labor planning knowledge. Guest service excellence and conflict resolution. Critical thinking and sound decision-making abilities. Ability to manage multiple priorities simultaneously. Ability to lead cross-functional teams and drive collaboration. Proficiency in safety, risk management, and emergency response procedures.

WORK ENVIORMENT

The position requires regular on-site presence, including evenings, weekends, holidays, and special events as operational needs dictate. Primarily works in an active theme park and outdoor environment. Requires extensive walking throughout the park. Must be able to respond to emergencies and operational issues at any time while on duty. Exposure to varying weather conditions, animal environments, and high guest traffic areas.

Pay:

$75,000.00 - $85,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Employee discount Flexible schedule Flexible spending account Health insurance Paid time off Parental leave Retirement plan Vision insurance

Work Location:

In person