About this role
Urban Air Naperville Park Supervisor
Job Summary
The Supervisor is an hourly leadership position responsible for supporting the day-to-day operations of the park and providing leadership to Team Members and Team Leads during assigned shifts.
This role serves as a key development step for team members interested in growing into future management opportunities. The Supervisor helps ensure the park operates safely, efficiently, and consistently while delivering a great guest experience.
Key Performance Elements/Essential Functions:
Shift Leadership & Operations
- Lead assigned shifts and help ensure smooth day-to-day park operations.
- Provide direction and support to Team Members and Team Leads throughout the shift.
- Assist with opening and closing procedures as assigned.
- Monitor staffing levels and make shift adjustments based on business and guest needs.
- Ensure operational procedures and Urban Air standards are consistently followed.
- Support operations across attractions, front desk, concessions, parties, and other areas of the park as needed.
- Escalate significant operational, employee, or guest concerns to park management.
Team Leadership & Development
- Provide real-time coaching, feedback, and recognition to Team Members and Team Leads.
- Help onboard and train new team members on park procedures, expectations, and guest service standards.
- Reinforce expectations around attendance, professionalism, safety, and performance.
- Identify coaching or performance concerns and communicate them to the AGM or GM.+
- The Supervisor does not have independent authority to hire, terminate, promote, demote, or issue formal corrective action. These decisions remain with the Assistant General Manager, General Manager, and/or appropriate leadership.
- Serve as a positive example of Urban Air's culture and expectations.
- Help identify high-performing employees with potential for future leadership opportunities.
Guest Experience
- Support Team Members in creating a welcoming, fun, and positive experience for every guest.
- Respond to guest questions, concerns, and escalations during assigned shifts.
- Help resolve guest issues within established guidelines and involve management when appropriate.
- Monitor park conditions and proactively address opportunities to improve the guest experience.
Safety & Compliance
- Promote and reinforce a strong safety culture throughout the park.
- Ensure Team Members follow attraction, food service, cleanliness, and operational safety procedures.
- Respond appropriately to incidents and follow established reporting and escalation procedures.
- Assist management with maintaining a clean, organized, and safe environment for guests and employees.
Business & Park Support
- Support execution of birthday parties, events, memberships, promotions, and other park initiatives.
- Help monitor guest flow and staffing to ensure appropriate coverage during peak business periods.
- Support cash-handling and register procedures as assigned and authorized.
- Communicate important shift information, incidents, staffing concerns, and operational updates to the management team.
- Perform Team Member responsibilities when business needs require additional support.
Qualifications
- High school diploma or equivalent preferred.
- 1+ year of experience in a customer-facing environment such as entertainment, hospitality, retail, restaurant, recreation, or a similar industry preferred.
- Previous leadership experience as a Team Lead, Shift Lead, Supervisor, or similar role preferred.
- Ability to lead, motivate, coach, and provide direction to Team Members during assigned shifts.
- Strong customer service and guest resolution skills.
- Strong verbal communication and interpersonal skills.
- Ability to make sound decisions and solve problems in a fast-paced environment.
- Ability to manage multiple priorities while maintaining attention to safety and the guest experience.
- Dependable, professional, and able to lead by example.
- Comfortable providing real-time feedback and reinforcing performance expectations.
- Ability to work collaboratively with Team Leads, Supervisors, and park management.
- Willingness to learn multiple areas of park operations and support the team where needed.
- Ability to work a flexible schedule, including evenings, weekends, holidays, and peak business periods.
- Must meet any minimum age requirements associated with assigned operational responsibilities.
The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills.
ABOUT URBAN AIR ADVENTURE PARKS
Urban Air is the preeminent indoor adventure park and the market leader in location-based entertainment. The Dallas-based entertainment company pioneered the indoor adventure park concept and is the largest adventure park operator in the world. Urban Air's purpose is to help kids have fun and aim higher, achieving those things that they never thought they could do.
Urban Air Naperville is an equal opportunity employer.
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