Responsibilities
* Lead, coach, and develop Guest Services supervisors and ambassadors
* Foster a culture centered on hospitality, accountability, and teamwork
* Ensure exceptional guest satisfaction by proactively resolving concerns and empowering team members to make service recovery decisions
* Monitor guest feedback and identify opportunities for continuous improvement
* Oversee admissions, ticketing, season passes, cash handling, cabana rentals, locker rentals, and front gate operations
* Develop operational guidelines for Guest Services
* Manage staffing schedules to align with business demands while controlling labor costs
* Maintain compliance with company policies, safety standards, and operational procedures
* Partner with Operations, Aquatics, Food & Beverage, Retail, and Security to deliver seamless guest experience
* Analyze operational metrics and prepare reports related to guest satisfaction, labor, revenue, and productivity
* Assist with budgeting, forecasting, and departmental planning
* Support special events, group sales, and VIP experiences
* Achieve business goals and objectives set forth by the General Manager and Property Manager
* Develop and manage annual operating budgets for the Guest Services department
* Promote a healthy, safe, and hazard-free work environment
* Interview and hire prospective team members
* Create and execute training, coaching and team development programs, including administering corrective actions when needed
* Anticipate the guest's needs and service requirements and work with team to incorporate into operational plans
* Resolve guest concerns in person, over the phone, and through written correspondence
* Initiate and manage ticket creation process through third-party point-of-sale and e-commerce vendors
* Manage, monitor, track, and report ticket sales and park attendance, including over/shorts resolution, wristband inventory, and hourly/daily attendance reporting
* Manage the waterpark cabana rental program, including monthly reporting to vendors for revenue split on cabana sales
* Manage the locker rental program for the theme park and waterpark
* Manage internal complimentary ticket and season pass requests, including monitoring for unusual activity
* Manage the Give Kids the World Passport charity program
* Participate in the Manager-On-Duty (MOD) program for Tropic Falls
* Performs other duties as assigned
Qualifications
* Proven ability to lead, motivate, and develop large teams
* Excellent communication, conflict resolution, and problem-solving skills
* Experience with POS and ticketing systems (Accesso: Siriusware/ Passport software experience preferred)
* Strong organizational skills and attention to detail
* Ability to thrive in a fast-paced, guest-focused environment
* High School diploma or GED
* Minimum five (5) years' work experience in a guest services environment is preferred
* Verifiable supervisory experience of ten (10) or more employees for a minimum of two (2) years is preferred
* Proficient with Microsoft Outlook, Word, Excel, PowerPoint, or similar
* Must possess a valid state driver's license
* Able to lift twenty (20) pounds unattended and forty (40) pounds with assistance
* Willing and able to work odd or irregular hours including nights, weekends, and holidays
* Able to work in sunny, hot, humid, cold, and rainy conditions
* Strong communication skills with ability to motivate a team, deliver quality results, and maintain a positive attitude
* Ability to adequately and successfully perform all duties and responsibilities of this position
Equal Opportunity Employer. This employer is committed to providing a work environment free of discrimination. For more information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr
* Lead, coach, and develop Guest Services supervisors and ambassadors
* Foster a culture centered on hospitality, accountability, and teamwork
* Ensure exceptional guest satisfaction by proactively resolving concerns and empowering team members to make service recovery decisions
* Monitor guest feedback and identify opportunities for continuous improvement
* Oversee admissions, ticketing, season passes, cash handling, cabana rentals, locker rentals, and front gate operations
* Develop operational guidelines for Guest Services
* Manage staffing schedules to align with business demands while controlling labor costs
* Maintain compliance with company policies, safety standards, and operational procedures
* Partner with Operations, Aquatics, Food & Beverage, Retail, and Security to deliver seamless guest experience
* Analyze operational metrics and prepare reports related to guest satisfaction, labor, revenue, and productivity
* Assist with budgeting, forecasting, and departmental planning
* Support special events, group sales, and VIP experiences
* Achieve business goals and objectives set forth by the General Manager and Property Manager
* Develop and manage annual operating budgets for the Guest Services department
* Promote a healthy, safe, and hazard-free work environment
* Interview and hire prospective team members
* Create and execute training, coaching and team development programs, including administering corrective actions when needed
* Anticipate the guest's needs and service requirements and work with team to incorporate into operational plans
* Resolve guest concerns in person, over the phone, and through written correspondence
* Initiate and manage ticket creation process through third-party point-of-sale and e-commerce vendors
* Manage, monitor, track, and report ticket sales and park attendance, including over/shorts resolution, wristband inventory, and hourly/daily attendance reporting
* Manage the waterpark cabana rental program, including monthly reporting to vendors for revenue split on cabana sales
* Manage the locker rental program for the theme park and waterpark
* Manage internal complimentary ticket and season pass requests, including monitoring for unusual activity
* Manage the Give Kids the World Passport charity program
* Participate in the Manager-On-Duty (MOD) program for Tropic Falls
* Performs other duties as assigned
Qualifications
* Proven ability to lead, motivate, and develop large teams
* Excellent communication, conflict resolution, and problem-solving skills
* Experience with POS and ticketing systems (Accesso: Siriusware/ Passport software experience preferred)
* Strong organizational skills and attention to detail
* Ability to thrive in a fast-paced, guest-focused environment
* High School diploma or GED
* Minimum five (5) years' work experience in a guest services environment is preferred
* Verifiable supervisory experience of ten (10) or more employees for a minimum of two (2) years is preferred
* Proficient with Microsoft Outlook, Word, Excel, PowerPoint, or similar
* Must possess a valid state driver's license
* Able to lift twenty (20) pounds unattended and forty (40) pounds with assistance
* Willing and able to work odd or irregular hours including nights, weekends, and holidays
* Able to work in sunny, hot, humid, cold, and rainy conditions
* Strong communication skills with ability to motivate a team, deliver quality results, and maintain a positive attitude
* Ability to adequately and successfully perform all duties and responsibilities of this position
Equal Opportunity Employer. This employer is committed to providing a work environment free of discrimination. For more information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr
Guest Services Manager in foley at Unknown Company
This position is listed as full time and onsite.