Guest Services and Operations Manager (58471)

City of Wentzville, Missouri•Wentzville, MO

4d•$84,171 - $88,981•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.
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.

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.