Guest Services Manager

Guest Services Manager

AdventHealth Sports Park at Bluhawk is a premier sport, recreation and entertainment destination focused on improving the health and economic vitality of Overland Park, Kansas. You will be joining a championship level team focused on fun, fulfillment and service built to enrich the community as well as your career and personal growth.

POSITION SUMMARY:

The Guest Services Manager is expected to provide world-class customer service to all visitors and always displays a vast amount of knowledge of the facility's programs and offerings. In addition, this position will provide camp development and implementation, AdventHealth Sports Park at Bluhawk inventory, development and operation with a variety of clerical activities and related tasks.

PRIMARY RESPONSIBILITIES WILL INCLUDE, BUT ARE NOT LIMITED TO THE FOLLOWING:

• Create, coordinate, and communicate weekly schedules for the Guest Services and Child Watch teams, ensuring appropriate staffing and coverage
• Lead a world-class guest-service environment by ensuring guests are greeted promptly, interactions are positive, and team members consistently demonstrate enthusiasm and professionalism
• Provide accurate, clear, and concise information about pricing, programming, facility offerings, and the daily venue schedule; assist day-pass guests with payment and facility orientation
• Process registration, membership, and rental payments by phone and in person while maintaining accurate records of participant waivers, event information, incident reports, and other required documentation
• Maintain confidentiality of guest and Team Member information and resolve guest concerns and complaints or direct them to the appropriate supervisor
• Create and maintain leagues for Family Entertainment Center attractions
• Ensure compliance with all Child Watch standards and requirements; coordinate the Child Watch schedule and weekly activity focus while building strong relationships with parents and guardians
• Support in hiring process, train, coach, and develop Guest Services and Child Watch Team Members; provide ongoing direction and feedback to support consistent service standards
• Establish and maintain a guest feedback and concerns channel, ensuring feedback is documented and directed to the appropriate supervisor or department
• Assist with scheduling and coordinating facility events and parties, including maintaining organized records of reservations, payments, waivers, food orders, party bags, and other event details
• Collaborate with the Director of Operations, Guest Services Team, and Event Coordinators to ensure parties are reserved in the appropriate systems and event-related information is communicated accurately and consistently
• Support event-portfolio growth by developing relationships with key businesses and schools, distributing collateral materials, maintaining facility flyers, and cross-promoting facility programs
• Complete special projects, daily assignments, and other duties as directed by management

THE IDEAL CANDIDATE HAS:

• A strong passion for serving
• Proficient administration skills
• Proven ability to learn new software programs
• Proven ability to manage multiple tasks at one time
• Experience in dealing with sporting events as a consumer, or other relevant experience
• Experience and success in customer service, leadership, and organization
• Action-oriented personality with a 'get it done' attitude and proficiency for efficiency
• Proven ability to evaluate team member performance based on established KPI's

MINIMUM QUALIFICATIONS:

• 4-6 years' experience in youth programming is preferred
• 3-5 years of customer service and cash handling experience is preferred
• Bachelor's Degree in related field is preferred
• Flexible work schedule (e.g., nights, weekends, holidays, and long hours) and regular attendance necessary
• Excellent communication skills, both verbal and written
• Ability to maintain focus in a high-volume, fast-paced environment
• Must have excellent guest service skills
• Must be detail-oriented and have outstanding organizational skills
• Ability to multi-task and prioritize
• Ability to remain calm and focused in difficult and stressful situations
• Must take personal initiative for the betterment of the team and facility
• Commitment to the safety and wellbeing of others

WORKING CONDITIONS AND PHYSICAL DEMANDS:

• Must be able to lift 20 pounds waist high
• May be required to sit or stand for extended periods of time whether indoors or outdoors, and squat, stoop, or bend
• Will be required to operate a computer
• Facility has intermittent noise