Guest Experiences Manager - Sharon Woods

Great Parks of Hamilton County • Cincinnati, OH

3d

About The Position

Join our team as a Guest Experiences Manager! Great Parks is seeking a qualified professional to manage Guest Experiences facilities at Sharon Woods. This role oversees all guest-facing facilities within Sharon Woods and provides support to East Region parks as needed. At Great Parks, our team members work together to protect nature and inspire communities to explore, learn and care for the outdoors.

This position is responsible for managing the daily operation of all activity areas and facilities at Sharon Woods, with a focus on guest-facing functions including the boathouse, wet playground, snack bar, visitor center, and welcome booths. The role also oversees all revenue generated from department operations and is accountable for meeting budgeted revenue and expenditure goals.  Additional responsibilities include supporting fishing-related education programming, assisting with special events and performing various departmental duties as assigned by the Director of Guest Experiences in the East Region.

Be a part of an inclusive organization that enriches the region by inspiring nature-based experiences, celebrating cultural heritage and building strong and healthy communities through our dedicated staff, volunteers, and friends.

Requirements

• High School Diploma or GED is required and at least 4 years’ experience which evidences knowledge of management principles, or Associate’s Degree in parks & recreation or business management with 1 year experience in a related field.
• Ability to document identity and employment eligibility within three (3) days of original appointment as a condition of employment in compliance with Immigration Reform and Control Act requirements.
• State Motor Vehicle Operator’s License that meets current Great Parks’ carrier guidelines.
• Certificates of successful completion of ServSafe Food Safety and TiPs Alcohol programs within 1 year of employment. Boater Safety Certification within 1 year of employment.

Responsibilities

• Manages the daily operation of guest-facing facilities at assigned locations including boathouse, welcome booths, snack bar, harbor, auditorium, vending machines, and/or visitor center.
• Directly manages assigned staff. Carries out supervisory responsibilities in accordance with Great Parks’ policies and applicable laws, and delegated authority. Responsibilities include participating in and making recommendations pertaining to the hiring, coaching and discipline of employees, and other personnel decisions in coordination with Human Resources staff. Plans and delegates work assignments, trains employees, provides guidance, resolves work issues, and ensures work complies with Great Parks’ policy and performance standards.
• Champions exceptional guest services by establishing standards in service and day to day operations; coaches staff on best practices, monitors service quality and continuously improves processes to exceed guests’ expectations.
• Oversees daily operational performance, including revenue generation, expense control, budgeting, forecasting and financial tracking and reporting to ensure efficiency, sustainability and profitability.
• May be required to work fill-in at other locations and provide assistance during peak activity times.
• Accounts for daily cash transactions. Complies with all cash handling policies and holds staff accountable for cash control procedures including; point of sale operation, daily deposits, shift/change tills, required logs and regular cash audits.
• Works closely with Merchandising Manager to ensure best practices are in place at facilities for all merchandise for resale. Including monitoring and replenishing inventory of food, merchandise and motor vehicle permits. Purchases equipment and operating supplies. Responsible for conducting regular physical inventory.
• Manages budget group, reviews invoice, maintains purchase orders report for tracking and controls expenditures. Prepares purchase and supply requisitions and approves where applicable. Adheres to purchasing card procedures and submits expenditures for supervisor approval.
• Reviews and approves timecards. Manages labor utilization to stay within budget.
• Maintains responsibility for the performance and safe operation of assigned facilities. Ensures that equipment is maintained according to agency standards.
• Promotes facilities through daily public relations with customers. Assists in implementing promotional plans for assigned facilities and activities.
• Receives and resolves guest concerns and complaints. Analyzes and promptly resolves problems. Implements corrective actions for operating procedures within assigned authority, or staff and provides recommendations as necessary Works collaboratively with peer managers and leadership to align operations across the Guest Experiences Division, shares best practices, solves challenges, and drives continuous improvement across departments.
• Works and communicates effectively with other departments, leadership, peers and subordinates. Attends and participates in meetings. Completes required training and maintains responsibility for staff training requirements and deadlines.
• Responsible for purchasing inventory of food and beverage items, bait, rental equipment at the boathouse. Maintains Motor Vehicle Permits, food, beverage, bait and rental equipment inventory and purchasing records and ensures that budgetary guidelines are met. Responsible for conducting required physical merchandise counts at assigned facilities.
• Provides assistance with special events, community outreach and other tasks assigned by the Director of Guest Experiences.
• Performs job duties in accordance with Great Parks’ policies, procedures, and performance expectations.
• Maintains confidentiality of confidential and sensitive information.
• Works assigned schedule, exhibits regular and punctual attendance, and works outside of normal schedule as required.

Benefits

• We offer an excellent benefit package that includes medical, dental and life insurance; paid vacation, 11 holidays and sick time; enrollment in Ohio Public Employees Retirement System and free or discounted use of many Great Parks of Hamilton County recreational activities.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED
• Number of Employees: 11-50 employees