Guest Services Manager

Guest Services Manager

Job Category:
Guest Services

Requisition Number: GUEST
001517

Full-Time

OWA Parks & Resort Foley, AL, USA

DUTIES AND 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

Shows intense and eager enjoyment and interest

High School or better.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.