Guest Services Manager
On-siteFoley, Alabama, United States
Job Summary
Lead Guest Services supervisors and ambassadors to foster a culture centered on hospitality, accountability, and teamwork. Proactively resolve guest concerns in person, over the phone, and through written correspondence while empowering team members to make service recovery decisions. Oversee admissions, ticketing, season passes, cash handling, cabana rentals, locker rentals, and front gate operations. Manage staffing schedules, develop operational guidelines, and partner with Operations, Aquatics, Food & Beverage, Retail, and Security to deliver a seamless guest experience. Analyze operational metrics, prepare reports, assist with budgeting and forecasting, and interview prospective team members. Create training programs, administer corrective actions, and participate in the Manager-On-Duty program for Tropic Falls.
Required Qualifications
- Proven ability to lead, motivate, and develop large teams
- Excellent communication, conflict resolution, and problem-solving skills
- Strong organizational skills and attention to detail
- Ability to thrive in a fast-paced, guest-focused environment
- High School diploma or GED
- 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
Desired Qualifications
- Experience with POS and ticketing systems (Accesso: Siriusware/ Passport software experience preferred)
- 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
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