Guest Services Manager
Whitewater is rooted in the belief that the active, outdoor lifestyle is for everyone. We are a team whose culture and work environment are dedicated to providing real engagement through authentic experiences. By promoting an active, outdoor lifestyle, we build community and opportunities for people to come together.
The Guest Services Department is responsible for creating a friendly and welcoming atmosphere for all guests. The department provides exceptional customer care and clear communication with guests. Guest Services manages event production, private groups, retail operations, and all pass sales at the Whitewater Center.
Overview:
The Guest Services Manager is a key leadership position with a critical role in the fulfillment of the U.S. National Whitewater Center’s (USNWC) brand promise of delivering high-quality experiences. Among other responsibilities, the Guest Services Department serves as the point of contact or concierge for all guests at any time. The Guest Services Manager leads a team of full-time, year-round staff and a seasonal staff. Quality staff recruitment, training, and coaching are critical to the success of this role, along with effective problem solving and strategic, goal-driven thinking.
Responsibilities:
• Oversee the operation of various guest services locations and processes including pass sales, gear rentals, equipment storage, security, parking, custodial services, guest feedback, and inquiries
• Support processes and procedures to ensure cleanliness, quality, consistent guest service delivery, and staff productivity
• Manage first encounters with guests, and act as a first responder to guest needs and issues
• Function as a glue and gap filler for conjoining pieces of the guest’s experience
• Maintain a keen awareness of how the brand is being represented and demonstrate a relentless pursuit of meeting the brand promise
• Facilitate essential interdepartmental communication in an effort to coordinate and maintain high-quality guest experiences
• Collaborate with the Events Department when hosting groups on-site and provide support as necessary
• Coordinate with a third-party custodial team to maintain the cleanliness and appearance of the facility
• Coordinate with third-party security team for coverage of overnight and special event shifts
• Maintain a holistic perspective of operations in order to identify opportunities for improvement of the guest experience
• Manage an efficient operation, demonstrate fiscal awareness, and continually ensure effective execution of tasks and effective utilization of resources
• Function as a backstop or catch-all for the organization on needs or issues that might otherwise go unattended
• Participate in collaborative, strategic meetings with the aim of improving efficiency and guest experience
• Oversee the recruiting, training, scheduling, coaching, disciplining, and day-to-day management of Guest Services staff
• Ensure staff create a friendly and welcoming atmosphere for all guests and have in-depth knowledge of the organization, products, and services offered
• Create and execute training processes for use and troubleshooting of POS systems
• Create and utilize key tools and metrics to help measure team results and hold the team accountable to established goals and objectives
• Contribute to the overall success of the USNWC by promoting its mission with guests and fellow employees
• Clearly articulate and communicate performance expectations to staff
Requirements:
• A Bachelor’s Degree in Business, Hospitality, Management, or another related field is preferred
• 5 years of management-level experience in guest services, customer service, or the hospitality industry is preferred
• Experience with P&L management
• Excellent customer service and communication skills
• Ability to work well under pressure in a calm, mature, process-driven manner
• Ability to process unique circumstances and provide positive resolution
• Maintain a flexible schedule for varied workweeks and regular availability to work nights, weekends, and holidays
Benefits:
• Facility Access
• Staff Discount Program
• Health, Dental, Vision
• Flexible Spending Account
• 401(k)
• Paid Time Off
