Guest Services and Operations Manager (58471)

City of Wentzville, Missouri • Wentzville, MO

3d • Onsite

About The Position

The City is seeking an experienced, proactive Guest Services & Operations Manager to oversee front-desk staffing, guest experiences, marketing strategies, and administrative operations across our recreation facilities. This full-time supervisory role exercises independent judgment to optimize facility operations, drive pass sales, manage revenue streams, and build a high-performing customer service team.

Requirements

• Bachelorʼs degree in Recreation, Sports Management, Public or Business Administration, or related field required.
• Minimum of five years of progressively responsible experience in recreation management required.
• Prior supervisory experience required.
• First Aid and CPR certification required.
• Valid driver's license required.
• Knowledge and thorough understanding of administrative principles and practices, including goal setting, program development, implementation and evaluation, and project management.
• Expert knowledge of customer service principles, guest engagement strategies, and membership administration.
• Expert knowledge of principles and practices of employee supervision, including work planning, assignment review and evaluation, and the training of staff in work procedures.
• Working knowledge of recreation management software, operational technology systems, and business applications supporting guest services.
• Functional knowledge of organization and management practices as applied to the development, analysis, and evaluation of programs, policies, and operational needs of a recreation facility.
• Knowledge of adult learning principles, coaching techniques, customer service training, conflict resolution, and de-escalation strategies.
• Ability to lead, monitor, and supervise employees to achieve goals that contribute to individual and organizational success.
• Ability to make quality decisions that impact the team and direction of project work.
• Ability to develop goals and plans to prioritize, organize, and accomplish work for self and others, as well as concentrate on multiple tasks simultaneously.
• Ability to provide exceptional service to internal and external customers.
• Ability to analyze operational, financial, membership, and guest service data to improve organizational performance and customer satisfaction.
• Ability to manage and monitor division operations and services and implement procedural changes as needed to improve workflow and productivity.
• Ability to communicate effectively and professionally with supervisors, subordinates, co-workers, and customers by telephone, in writing, and in person.
• Ability to use good judgment and think quickly and rationally in difficult or stressful situations.
• Proficiency in use of basic business software (word processing, spreadsheets, email, presentations) and basic office equipment.
• Regular attendance is a necessary and essential job duty.
• Job requires being reliable, responsible and dependable.

Nice To Haves

• Additional experience in the field may be considered in lieu of a degree.
• Additional job-related advanced degrees or certifications may be considered in lieu of experience.
• Certified Park and Recreation Professional (CPRP) certification preferred.
• Ability to work both independently and collaboratively in a team environment.

Responsibilities

• Oversee day-to-day front desk operations, facility reservations, room setups, and digital/tech equipment troubleshooting across multiple sites.
• Establish short- and long-term operational goals, standard operating procedures, and safety protocols.
• Recruit, hire, train, schedule, coach, and evaluate guest services personnel.
• Foster a supportive, high-performance work environment focused on exceptional customer care and accessibility.
• Address customer inquiries and complaints promptly.
• Monitor feedback, surveys, and operational data to continually improve service delivery and facility reputation.
• Assist in developing and managing the annual operating budget, revenue forecasts, and capital budget.
• Track expenditures, manage pass sales programs, and handle administrative reporting.
• Collaborate on marketing campaigns, digital messaging, promotional materials, and pass sales initiatives to boost facility utilization and community engagement.
• Prepare staff reports, represent the department in inter-agency meetings and committees, and provide high-level assistance to the Parks and Recreation Director.

Benefits

• health
• vision
• dental
• employer-paid life insurance
• long-term disability
• a retirement pension
• 13 paid holidays
• five personal days
• vacation time
• sick time
• tuition reimbursement
• an employee assistance program
• a discounted recreation center membership

What This Job Offers

• Job Type: Full-time
• Career Level: Manager