Gates Operations Manager

Lakeside•Marblehead, OH

7d•$45,000 - $50,000

About The Position

This role leads day to day gate operations and the guest entry experience. The ideal candidate enjoys working with people and brings a confident, upbeat, action oriented, customer service mindset.

Requirements

High school diploma required
Ability to read and interpret safety rules, operating and maintenance instructions, and procedure manuals
Ability to speak effectively with guests and coworkers
Ability to solve practical problems in situations with limited standardization
Ability to interpret written, oral, diagram, and schedule based instructions
Regularly required to stand, walk, use hands and fingers, reach, stoop, climb, balance
Must have specific vision, depth perception, and ability to adjust focus
Must be able to lift up to 20 pounds
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions
Regularly exposed to wet, cold, humid, hot, and very hot conditions
Required to work outdoors
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions
Must work at least 40 hours per week, 52 weeks per year

Nice To Haves

Previous management experience beneficial
Guest service experience in a retail type environment preferred
Comfortable working with the public and supervising employees

Responsibilities

Uphold Lakeside’s mission and represent its values to guests and employees at all times while on Lakeside grounds
Lead with safety, professionalism, and calm decision making during busy and high pressure moments
Maintain strong communication with the Director of Guest Services and cross functional partners
Be available to answer employee questions by phone or two way radio as needed, including after-hours support when operations require it
Maintain accurate documentation, procedures, and operational records for continuity year to year
Hire and train the Gate Ambassador Lead who covers in the Gates Operations Manager’s absence
With the Director of Guest Services, hire and schedule Gate Ambassadors for day, evening, and overnight shifts
Monitor and approve timecards in the ADP system in coordination with the Director of Guest Services
Train employees to process guest transactions and use required systems
Train employees on scanner operation and partner with IT on oversight, troubleshooting, and repair support
Oversee the scanning committee including meeting dates, agenda, minutes, distribution, and follow up on processes
Negotiate special event ticket requirements and coordinate gate execution
Manage distribution of contractor passes, review policy annually, and remove amenities when necessary
Oversee Google Docs for the Complimentary Ticket List
Manage and protect gate change funds
Responsible for daily deposits of all gate proceeds collected
Work with the Accounting Manager to verify deposit accuracy
Provide change to gate booths when needed
Ensure ample supply of printed guest materials for Gate Ambassadors
Ensure booths are stocked at the start and end of shifts
Responsible for care and cleaning of Lakeside gate properties
Evaluate in season performance and update procedures, checklists, and training materials
Refresh gate policies annually including contractor passes and complimentary ticket processes
Coordinate with IT to confirm scanners, devices, and related systems are ready for next season
Continue oversight of the scanning committee as needed to improve processes, documentation, and accountability
Support care, cleaning, and upkeep of gate properties and operational spaces
Flag maintenance needs early so fixes happen before the next peak season
Assist and support Conference and Events, Advancement, IT, Administration, Programming, or other departments as needed
Complete special projects as assigned