Guest Services Manager

Guest Services Manager

The Guest Services Manager is a key leadership position with a critical role in the fulfillment of the Whitewater Center's brand promise of delivering high-quality experiences. Among other responsibilities, the Guest Services Department serves as the point of contact or concierge for all guests at any time. The Guest Services Manager leads a team of full-time, year-round, and seasonal staff. Quality staff recruitment, training, and coaching are critical to the success of this role, along with effective problem solving, and strategic, goal-driven thinking. This position is a full-time, benefits-eligible position that reports to the Operations Manager.

Responsibilities

• Oversee the operation of various guest services locations and processes including pass sales, gear rentals, equipment storage, security, parking, custodial services, guest feedback, and inquiries
• Support processes and procedures to ensure cleanliness, quality, consistent guest service delivery, and staff productivity
• Manage first encounters with guests, and act as a first responder to guest needs and issues
• Maintain an awareness of how the brand is being represented and pursue meeting the brand promise
• Facilitate interdepartmental communication to coordinate and maintain high-quality guest experiences
• Coordinate with third-party custodial and security teams
• Manage an efficient operation, demonstrate fiscal awareness, and ensure effective execution of tasks and utilization of resources
• Oversee the recruiting, training, scheduling, coaching, disciplining, and day-to-day management of Guest Services staff
• Ensure staff create a friendly and welcoming atmosphere for all guests and have in-depth knowledge of the organization, products, and services offered
• Other duties as assigned

Requirements

• A Bachelor's Degree in Business, Hospitality, Management, or another related field is preferred
• 5 years of management-level experience in guest services, customer service, or the hospitality industry is preferred
• Experience with P&L management
• Excellent customer service and communication skills
• Ability to work well under pressure in a calm, mature, process-driven manner
• Ability to process unique circumstances and provide a positive resolution
• Maintain a flexible schedule for varied workweeks and regular availability to work nights, weekends, and holidays

Physical Demands

• Must be able to safely self-transport over uneven terrain or in a confined space
• Must be able to stand for sustained periods of time
• Must be able to lift and move at least 50 pounds
• Comfortable with physically demanding duties related to the team's area of focus

Benefits

Access to Whitewater Center's pass activities Staff discount program and pro deals Health, Dental, Vision, FSA 401K

Overview of Department

The Guest Services Department is responsible for creating a friendly and welcoming atmosphere for all guests. The department provides exceptional customer care and clear communication with guests. Guest Services manages event production, private groups, retail operations, and all pass sales at the Whitewater Center.

Working at Whitewater

Whitewater's mission is rooted in the belief that we all share a genetic code that compels us to play outside and share these experiences with others. This mission is accomplished through promoting access and opportunities to play outside and bring people together. Our approach is simple: Make it compelling and easy to engage with nature and invite others to join.

Legal Disclosures

The Whitewater Center provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, the Whitewater Center complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

NOTICE: Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. The Whitewater Center is an employer that participates in the E-Verify program.