Guest Services and Admissions Manager

Callaway Gardens

19d

About The Position

Responsibilities and Duties Admissions Operations Oversee daily operations of all admission gates, ticketing points, and entry processes Ensure accurate ticket scanning, cash handling, and adherence to admissions policies Manage capacity control, queue management, and guest flow during high-volume periods Collaborate with Transportation, Safety, and Operations teams to mitigate congestion and delays Monitor real-time attendance data and adjust staffing and operations accordingly Guest Services Leadership Lead Guest Services operations including guest inquiries, accessibility services, lost & found, and issue resolution Serve as the escalation point for complex guest concerns, complaints, and service recovery Ensure consistent service standards across all guest-facing teams Champion a culture of hospitality, professionalism, and accountability Staff Leadership & Development Recruit, hire, train, schedule, and supervise admissions and guest services staff Develop team leaders and supervisors to support daily operations Ensure adequate staffing levels aligned with attendance forecasts and special events Conduct performance evaluations, coaching, and corrective action when necessary Safety, Compliance & Risk Management Ensure compliance with all safety procedures, emergency response protocols, and accessibility requirements Partner with the Safety team on incident response and documentation Maintain operational readiness for weather events, medical incidents, and evacuation scenarios Ensure all staff are properly trained on emergency and guest safety procedures Planning, Communication & Collaboration Support planning and execution of major events, festivals, and seasonal programs (e.g., Fantasy in Lights, Pumpkins at Callaway, Celebrate Spring, Summer at Callaway) Collaborate with Marketing, Guest Experience, Transportation, Retail, and Recreation teams Communicate operational updates clearly to frontline teams and leadership Participate in post-event reviews and recommend operational improvements Administrative & Financial Oversight Monitor labor costs and scheduling efficiency Ensure accurate timekeeping and payroll compliance Assist with budgeting, forecasting, and operational reporting Maintain SOPs for admissions and guest services functions

Requirements

5+ years of experience in guest services, admissions, hospitality, attractions, or similar operations
2+ years of supervisory or management experience
Strong leadership, communication, and problem-solving skills
Ability to remain calm and decisive in high-pressure environments
Experience managing high-volume guest flow and frontline staff
Flexible schedule required, including nights, weekends, and holidays
Adept in recognizing hazards and proposing mitigations.
Ability to creatively resolve problems in a dynamic atmosphere.
Be able to positively motivate and lead a team, conveying information and ideas clearly and effectively so that ownership of high levels of guest service is understood to be the role of each individual team member.
Be able to evaluate and select among alternative courses of action quickly and accurately
Be able to work well in high-pressure situations while maintaining composure and objectivity, including the ability to listen carefully to and resolve guest issues to the satisfaction of the affected guests.
Be able to identify potential guest issues and then develop methodologies to prevent or limit the impact of those guest issues during guest visits.
Be able to assimilate complex information and data for various sources and consider, adjust or modify to meet the constraints of the need.
Be able to effectively listen to, understand, and clarify concerns and issues raised by team members and guests.
Be able to work with and understand financial information and data and perform basic math functions.

Responsibilities

Oversee daily operations of all admission gates, ticketing points, and entry processes
Ensure accurate ticket scanning, cash handling, and adherence to admissions policies
Manage capacity control, queue management, and guest flow during high-volume periods
Collaborate with Transportation, Safety, and Operations teams to mitigate congestion and delays
Monitor real-time attendance data and adjust staffing and operations accordingly
Lead Guest Services operations including guest inquiries, accessibility services, lost & found, and issue resolution
Serve as the escalation point for complex guest concerns, complaints, and service recovery
Ensure consistent service standards across all guest-facing teams
Champion a culture of hospitality, professionalism, and accountability
Recruit, hire, train, schedule, and supervise admissions and guest services staff
Develop team leaders and supervisors to support daily operations
Ensure adequate staffing levels aligned with attendance forecasts and special events
Conduct performance evaluations, coaching, and corrective action when necessary
Ensure compliance with all safety procedures, emergency response protocols, and accessibility requirements
Partner with the Safety team on incident response and documentation
Maintain operational readiness for weather events, medical incidents, and evacuation scenarios
Ensure all staff are properly trained on emergency and guest safety procedures
Support planning and execution of major events, festivals, and seasonal programs (e.g., Fantasy in Lights, Pumpkins at Callaway, Celebrate Spring, Summer at Callaway)
Collaborate with Marketing, Guest Experience, Transportation, Retail, and Recreation teams
Communicate operational updates clearly to frontline teams and leadership
Participate in post-event reviews and recommend operational improvements
Monitor labor costs and scheduling efficiency
Ensure accurate timekeeping and payroll compliance
Assist with budgeting, forecasting, and operational reporting
Maintain SOPs for admissions and guest services functions