Guest Services Manager- AdventHealth Sports Park at Bluhawk

Job Description

Job Description

GUEST SERVICES MANAGER - AdventHealth Sports Park at BluhawkBSP SFM, LLCLOCATION: Overland Park, KSDEPARTMENT: OPERATIONSREPORTS TO: DIRECTOR OF OPERATIONSSTATUS: 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 programming, retail, FEC, inventory, and event support by executing a variety of clerical and operational tasks. PRIMARY RESPONSIBILITIES WILL INCLUDE, BUT ARE NOT LIMITED TO THE FOLLOWING:Create and effectively coordinate the staff schedule for the Guest Services TeamGreet guests and provide prompt answers and directions as neededCultivate an environment of world-class guest service with enthusiasm to all visitors and customersHelp ensure compliance with transaction and finance protocols Ensure all phone calls are answered according to our greeting standardsAssist with registering customers for adult and youth programmingAssist day-pass guests with payment and facility orientationBe knowledgeable about prices, programming, and the daily scheduleProvide accurate, clear, and concise radio communication whenever appropriateProcess registration, rental, retail, and birthday party payments Help maintain accurate records of participant waivers, event information and incident reportsMaintain confidentiality with guest and Team Member informationHire, train, and develop the Guest Services TeamHelp provide a guest feedback/concerns medium for communication, and directing that feedback to the appropriate supervisorAssist with scheduling and executing all facility events and partiesAssist in developing key stakeholder relationships to help achieve a first-class guest experienceAssist in facility schedule coordination and communicationDistribute collateral materials (flyers, etc.) to cross promote all facility programs; Maintain flyers in facility for parties, distribute to guests, program participants and cross market, as appropriateEffectively collaborate with all Event Coordinators to help ensure accurate and consistent event relevant communicationAdditional duties as assigned by the Director of Operations and/or General Manager THE IDEAL CANDIDATE HAS:A strong passion for servingProficient administration skillsProven ability to learn new software programsProven success in managing multiple tasks at one timeExperience in dealing with sporting events as a consumer, or other relevant experienceExperience and success in customer service, leadership, and organizationAction-oriented personality with a 'get it done' attitude and proficiency for efficiencyProven ability to evaluate team member performance based on established KPI'sMINIMUM QUALIFICATIONS:3-5 years of customer service experience is preferredBachelor's Degree in related field is preferredFlexible work schedule (e.g., nights, weekends, holidays, and long hours) and regular attendance necessaryExcellent communication skills, both verbal and writtenAbility to maintain focus in a high-volume, fast-paced environmentMust have excellent guest service skillsMust be detail-oriented and have outstanding organizational skillsAbility to multi-task and prioritizeAbility to remain calm and focused in difficult and stressful situationsMust take personal initiative for the betterment of the team and facilityCommitment to the safety and wellbeing of othersWORKING CONDITIONS AND PHYSICAL DEMANDS:Must be able to lift 20 pounds waist highMay be required to sit or stand for extended periods of time whether indoors or outdoors, and squat, stoop, or bendWill be required to operate a computerFacility has intermittent noise