Guest Services Manager

Guest Services ManagerThe 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.ResponsibilitiesOversee the operation of various guest services locations and processes including pass sales, gear rentals, equipment storage, security, parking, custodial services, guest feedback, and inquiriesSupport processes and procedures to ensure cleanliness, quality, consistent guest service delivery, and staff productivityManage first encounters with guests, and act as a first responder to guest needs and issuesMaintain an awareness of how the brand is being represented and pursue meeting the brand promiseFacilitate interdepartmental communication to coordinate and maintain high-quality guest experiencesCoordinate with third-party custodial and security teamsManage an efficient operation, demonstrate fiscal awareness, and ensure effective execution of tasks and utilization of resourcesOversee the recruiting, training, scheduling, coaching, disciplining, and day-to-day management of Guest Services staffEnsure staff create a friendly and welcoming atmosphere for all guests and have in-depth knowledge of the organization, products, and services offeredOther duties as assignedRequirementsA Bachelor's Degree in Business, Hospitality, Management, or another related field is preferred5 years of management-level experience in guest services, customer service, or the hospitality industry is preferredExperience with P&L managementExcellent customer service and communication skillsAbility to work well under pressure in a calm, mature, process-driven mannerAbility to process unique circumstances and provide a positive resolutionMaintain a flexible schedule for varied workweeks and regular availability to work nights, weekends, and holidaysPhysical DemandsMust be able to safely self-transport over uneven terrain or in a confined spaceMust be able to stand for sustained periods of timeMust be able to lift and move at least 50 poundsComfortable with physically demanding duties related to the team's area of focusBenefitsAccess to Whitewater Center's pass activities Staff discount program and pro deals Health, Dental, Vision, FSA 401KOverview of DepartmentThe 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 WhitewaterWhitewater'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 DisclosuresThe 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.