Guest Services Manager

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GUEST SERVICES MANAGER - AdventHealth Sports Park at Bluhawk

BSP SFM, LLC

LOCATION: Overland Park, KS

DEPARTMENT: OPERATIONS

REPORTS TO: OPERATIONS DIRECTOR

STATUS: FULL-TIME (EXEMPT)

ABOUT THE COMPANY:

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.

AdventHealth Sports Park at Bluhawk is managed by Sports Facilities Management, LLC (SFM), a Sports Facilities Companies (SFC) Organization. SFC is the nation's leading resource for managing and developing sports, recreation, wellness, and events facilities. We provide a highly collaborative and supportive culture that raises our team members to new levels of career growth. Together, we will carve a path in a hyper-growing industry where you will enjoy the journey and learn from the industry's best while having some fun.

SFC was awarded national recognition as a Top Workplace and is considered a workplace of choice. Our mission-focused company is highly entrepreneurial, team-oriented with a culture centered on collaboration, accountability, excellence, and service. We are growing rapidly and looking for high performers at every level to grow with us.

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 success in managing 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