Guest Services Manager

Responsibilities

• Lead, coach, and develop Guest Services supervisors and ambassadors
• Foster a culture centered on hospitality, accountability, and teamwork
• Ensure exceptional guest satisfaction by proactively resolving concerns and empowering team members to make service recovery decisions
• Monitor guest feedback and identify opportunities for continuous improvement
• Oversee admissions, ticketing, season passes, cash handling, cabana rentals, locker rentals, and front gate operations
• Develop operational guidelines for Guest Services
• Manage staffing schedules to align with business demands while controlling labor costs
• Maintain compliance with company policies, safety standards, and operational procedures
• Partner with Operations, Aquatics, Food & Beverage, Retail, and Security to deliver seamless guest experience
• Analyze operational metrics and prepare reports related to guest satisfaction, labor, revenue, and productivity
• Assist with budgeting, forecasting, and departmental planning
• Support special events, group sales, and VIP experiences
• Achieve business goals and objectives set forth by the General Manager and Property Manager
• Develop and manage annual operating budgets for the Guest Services department
• Promote a healthy, safe, and hazard-free work environment
• Interview and hire prospective team members
• Create and execute training, coaching and team development programs, including administering corrective actions when needed
• Anticipate the guest’s needs and service requirements and work with team to incorporate into operational plans
• Resolve guest concerns in person, over the phone, and through written correspondence
• Initiate and manage ticket creation process through third-party point-of-sale and e-commerce vendors
• Manage, monitor, track, and report ticket sales and park attendance, including over/shorts resolution, wristband inventory, and hourly/daily attendance reporting
• Manage the waterpark cabana rental program, including monthly reporting to vendors for revenue split on cabana sales
• Manage the locker rental program for the theme park and waterpark
• Manage internal complimentary ticket and season pass requests, including monitoring for unusual activity
• Manage the Give Kids the World Passport charity program
• Participate in the Manager-On-Duty (MOD) program for Tropic Falls
• Performs other duties as assigned

Qualifications

• Proven ability to lead, motivate, and develop large teams
• Excellent communication, conflict resolution, and problem-solving skills
• Experience with POS and ticketing systems (Accesso: Siriusware/ Passport software experience preferred)
• Strong organizational skills and attention to detail
• Ability to thrive in a fast-paced, guest-focused environment
• High School diploma or GED
• Minimum five (5) years’ work experience in a guest services environment is preferred
• Verifiable supervisory experience of ten (10) or more employees for a minimum of two (2) years is preferred
• Proficient with Microsoft Outlook, Word, Excel, PowerPoint, or similar
• Must possess a valid state driver’s license
• Able to lift twenty (20) pounds unattended and forty (40) pounds with assistance
• Willing and able to work odd or irregular hours including nights, weekends, and holidays
• Able to work in sunny, hot, humid, cold, and rainy conditions
• Strong communication skills with ability to motivate a team, deliver quality results, and maintain a positive attitude
• Ability to adequately and successfully perform all duties and responsibilities of this position

Equal Opportunity Employer. This employer is committed to providing a work environment free of discrimination. For more information, please review the Know Your Rights notice from the Department of Labor.