Operations Supervisor

Operations Supervisor

Reports to: Operations Manager
Location: Niagara Falls, ON
Employment Type: Full-Time, Seasonal

Position Summary

Are you a hands-on leader who thrives in fast-paced, high-energy environments? Niagara Adventure Excursions (NAE) is seeking motivated and dependable Operations Supervisors to support the day-to-day success of park operations.

Working as part of a collaborative team of three (3) Operations Supervisors and one (1) Operations Manager, you will collectively oversee daily park performance, ensuring a seamless guest experience, strong teamengagement, and a consistent commitment to safety. Reporting to the Operations Manager, this role plays a key role in executing operational plans, supporting staff, and responding to real-time challenges across the site.

This position is ideal for individuals who lead by example, communicate effectively, and enjoy working as part of a tight-knit leadership team to deliver exceptional results.

Key Responsibilities

• Act as the on-site representative of Niagara Adventure Excursions (NAE) in the absence of the Operations Manager

• Serve as the primary point of contact for external stakeholders, including media, emergency services, and partner organizations (e.g., Niagara Parks Commission) if/when Operations Manager or General Manager are not available

• Respond to and manage external inquiries professionally, ensuring alignment with company standards and communication protocols

• Escalate sensitive or high-risk situations to the Operations Manager or senior leadership as appropriate

• Act as an on-site operational leader, sharing responsibility for daily park operations

• Maintain a visible and active presence across all operational areas to ensure efficiency, safety, and service excellence

• Monitor and direct team activities to ensure alignment with company standards and daily operational goals

• Support opening and closing procedures, ensuring smooth transitions between shifts

• Collaborate with fellow Operations Supervisors to ensure consistency in decision-making and communication across all departments

• Identify operational challenges and implement timely, effective solutions
  

Team Leadership & Development

• Lead, coach, and support frontline staff and department supervisors to ensure strong performance and a positive work environment

• Provide real-time feedback, mentorship, and guidance to team members

• Address performance concerns, support corrective actions, and assist with conflict resolution professionally

• Work closely with Department Supervisors to ensure alignment and accountability across teams

• Foster a collaborative, respectful, and team-oriented culture

Guest Experience

• Champion a guest-first mindset and lead by example in delivering exceptional service

• Monitor guest flow and adjust operations to optimize wait times and overall experience

• Address guest concerns or escalations promptly and professionally

• Support continuous improvement by identifying trends and opportunities to enhance the guest experience

Health & Safety

• Promote and uphold a strong safety-first culture across all departments

• Ensure compliance with all safety procedures, policies, and risk management practices

• Respond to incidents and support proper documentation and follow-up

• Maintain working knowledge of all safety protocols and operational procedures

Communication & Collaboration

• Maintain clear, consistent communication with the Operations Manager and fellow Supervisors

• Work collaboratively as part of a four-person Operations Supervisor team, ensuring alignment in priorities, coverage, and decision-making

• Support cross-departmental coordination between Elements, Guest Services, and other operational teams

• Provide updates, feedback, and observations to the Operations Manager to support overall operational success

Administrative & Operational Support

• Assist with staff scheduling coverage, break management, and shift coordination as required

• Maintain accurate records of incidents, performance observations, and operational notes

• Support training and onboarding of new staff in collaboration with leadership

• Ensure adherence to company policies, procedures, and standards

Qualifications & Skills

• Minimum 23 years of leadership experience, preferably in hospitality, tourism, recreation, or a fast-paced environment

• Strong leadership, problem-solving, and decision-making skills

• Ability to remain calm, composed, and effective under pressure

• Excellent interpersonal, verbal, and written communication skills

• Proven ability to work both independently and collaboratively within a leadership team

• Experience in coaching, conflict resolution, and team development

• Knowledge of health & safety practices; experience in outdoor or high-risk environments is an asset

• Proficiency in Microsoft Office and ability to learn new systems

Work Schedule

This is a full-time, seasonal position with a flexible schedule based on operational needs. Shifts will include evenings, weekends, and holidays, particularly during peak season.

Interview Process

This will be a multi-interview process with various members of the NAE Leadership Team.