Guest Services Manager

Guest Services ManagerDUTIES AND RESPONSIBILITIES :Lead, coach, and develop Guest Services supervisors and ambassadorsFoster a culture centered on hospitality, accountability, and teamworkEnsure exceptional guest satisfaction by proactively resolving concerns and empowering team members to make service recovery decisionsMonitor guest feedback and identify opportunities for continuous improvementOversee admissions, ticketing, season passes, cash handling, cabana rentals, locker rentals, and front gate operationsDevelop operational guidelines for Guest ServicesManage staffing schedules to align with business demands while controlling labor costsMaintain compliance with company policies, safety standards, and operational proceduresPartner with Operations, Aquatics, Food & Beverage, Retail, and Security to deliver seamless guest experienceAnalyze operational metrics and prepare reports related to guest satisfaction, labor, revenue, and productivityAssist with budgeting, forecasting, and departmental planningSupport special events, group sales, and VIP experiencesAchieve business goals and objectives set forth by the General Manager and Property ManagerDevelop and manage annual operating budgets for the Guest Services departmentPromote a healthy, safe, and hazard-free work environmentInterview and hire prospective team membersCreate and execute training, coaching and team development programs, including administering corrective actions when neededAnticipate the guest's needs and service requirements and work with team to incorporate into operational plansResolve guest concerns in person, over the phone, and through written correspondenceInitiate and manage ticket creation process through third-party point-of-sale and e-commerce vendorsManage, monitor, track, and report ticket sales and park attendance, including over/shorts resolution, wristband inventory, and hourly/daily attendance reportingManage the waterpark cabana rental program, including monthly reporting to vendors for revenue split on cabana salesManage the locker rental program for the theme park and waterparkManage internal complimentary ticket and season pass requests, including monitoring for unusual activityManage the Give Kids the World Passport charity programParticipate in the Manager-On-Duty (MOD) program for Tropic FallsPerforms other duties as assignedQUALIFICATIONS :Proven ability to lead, motivate, and develop large teamsExcellent communication, conflict resolution, and problem-solving skillsExperience with POS and ticketing systems (Accesso: Siriusware/ Passport software experience preferred)Strong organizational skills and attention to detailAbility to thrive in a fast-paced, guest-focused environmentHigh School diploma or GEDMinimum five (5) years' work experience in a guest services environment is preferredVerifiable supervisory experience of ten (10) or more employees for a minimum of two (2) years is preferredProficient with Microsoft Outlook, Word, Excel, PowerPoint, or similarMust possess a valid state driver's licenseAble to lift twenty (20) pounds unattended and forty (40) pounds with assistanceWilling and able to work odd or irregular hours including nights, weekends, and holidaysAble to work in sunny, hot, humid, cold, and rainy conditionsStrong communication skills with ability to motivate a team, deliver quality results, and maintain a positive attitudeAbility to adequately and successfully perform all duties and responsibilities of this position