Guest Services and Admissions Manager

Responsibilities and DutiesAdmissions OperationsOversee daily operations of all admission gates, ticketing points, and entry processesEnsure accurate ticket scanning, cash handling, and adherence to admissions policiesManage capacity control, queue management, and guest flow during high-volume periodsCollaborate with Transportation, Safety, and Operations teams to mitigate congestion and delaysMonitor real-time attendance data and adjust staffing and operations accordinglyGuest Services LeadershipLead Guest Services operations including guest inquiries, accessibility services, lost & found, and issue resolutionServe as the escalation point for complex guest concerns, complaints, and service recoveryEnsure consistent service standards across all guest-facing teamsChampion a culture of hospitality, professionalism, and accountabilityStaff Leadership & DevelopmentRecruit, hire, train, schedule, and supervise admissions and guest services staffDevelop team leaders and supervisors to support daily operationsEnsure adequate staffing levels aligned with attendance forecasts and special eventsConduct performance evaluations, coaching, and corrective action when necessarySafety, Compliance & Risk ManagementEnsure compliance with all safety procedures, emergency response protocols, and accessibility requirementsPartner with the Safety team on incident response and documentationMaintain operational readiness for weather events, medical incidents, and evacuation scenariosEnsure all staff are properly trained on emergency and guest safety proceduresPlanning, Communication & CollaborationSupport planning and execution of major events, festivals, and seasonal programs (e.g., Fantasy in Lights, Pumpkins at Callaway, Celebrate Spring, Summer at Callaway)Collaborate with Marketing, Guest Experience, Transportation, Retail, and Recreation teamsCommunicate operational updates clearly to frontline teams and leadershipParticipate in post-event reviews and recommend operational improvementsAdministrative & Financial OversightMonitor labor costs and scheduling efficiencyEnsure accurate timekeeping and payroll complianceAssist with budgeting, forecasting, and operational reportingMaintain SOPs for admissions and guest services functionsQualificationsEducation & Experience:5+ years of experience in guest services, admissions, hospitality, attractions, or similar operations2+ years of supervisory or management experienceStrong leadership, communication, and problem-solving skillsAbility to remain calm and decisive in high-pressure environmentsExperience managing high-volume guest flow and frontline staffFlexible schedule required, including nights, weekends, and holidaysAdept in recognizing hazards and proposing mitigations.Ability to creatively resolve problems in a dynamic atmosphere.Physical Requirements:Long hours are sometimes required.Exerting up to 50 pounds of force occasionally, and /or 25pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.Ability to stand for long hours at a time.Ability to sit for extended periods of time.Skills & Qualifications:Be able to positively motivate and lead a team, conveying information and ideas clearly and effectively so that ownership of high levels of guest service is understood to be the role of each individual team member.Be able to evaluate and select among alternative courses of action quickly and accuratelyBe able to work well in high-pressure situations while maintaining composure and objectivity, including the ability to listen carefully to and resolve guest issues to the satisfaction of the affected guests.Be able to identify potential guest issues and then develop methodologies to prevent or limit the impact of those guest issues during guest visits.Be able to assimilate complex information and data for various sources and consider, adjust or modify to meet the constraints of the need.Be able to effectively listen to, understand, and clarify concerns and issues raised by team members and guests.Be able to work with and understand financial information and data and perform basic math functions.Equal Opportunity Employer