Guest Services Asst. Manager

Lagoon Amusement Park • Farmington, UT

3d • Onsite

About The Position

The Assistant Guest Services Manager assists in directing, planning, organizing, supervising, and participating in the operations of Lagoon's Guest Service Office and Strollers 'N Stuff locations. This position helps oversee guest relations, Lost and Found operations, stroller, wheelchair, and wagon rental programs, guest accommodations, guest communication programs, and guest assistance services throughout the park. The Assistant Guest Services Manager helps ensure guests receive accurate information, professional assistance, and timely resolution of concerns while promoting a safe, welcoming, and guest-focused environment. This position assists with supervising Guest Service Supervisors, Guest Service Hosts, and other assigned team members and actively participates in recruiting, onboarding, training, coaching, and developing department personnel. The Assistant Guest Services Manager works closely with operational departments to resolve guest concerns, improve the overall guest experience, and ensure department operations are conducted efficiently and in accordance with Lagoon's policies and procedures.

Requirements

• Must be at least 18 years of age.
• Previous supervisory or management experience required.
• Strong leadership, employee development, coaching, and team-building skills.
• Excellent verbal and written communication skills.
• Ability to effectively handle difficult situations, resolve conflicts, and exercise sound judgment in guest service situations.
• Strong organizational, planning, and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.
• Ability to maintain confidentiality and appropriately handle sensitive guest and employee information.
• Strong computer skills including Microsoft Office and other business software applications.
• Ability to prepare reports, analyze operational information, and monitor department performance.
• Ability to work collaboratively with leaders and team members across multiple departments.
• Ability to obtain and maintain any required Company certifications or training.
• Must possess a valid driver's license or be able to obtain one.
• Ability to work a flexible schedule including days, evenings, weekends, holidays, and extended shifts as operational needs require.

Nice To Haves

• Previous experience in guest services, hospitality, tourism, attractions, entertainment, retail, or a related customer service environment preferred.
• Experience handling cash transactions, balancing funds, maintaining records, and overseeing point-of-sale operations preferred.
• Knowledge of guest service principles, service recovery practices, and amusement park operations preferred.

Responsibilities

• Assist in directing, supervising, scheduling, training, coaching, and supporting Guest Service Supervisors, Guest Service Hosts, and other assigned team members.
• Assist with the daily operations of the Guest Service Office and Strollers 'N Stuff locations.
• Provide leadership and support for guest relations, guest accommodations, stroller, wheelchair, and wagon rental programs, Lost and Found operations, and guest assistance services.
• Ensure guests receive accurate Park information, directions, policies, and assistance in a professional and courteous manner.
• Respond to and assist in resolving guest concerns, complaints, service recovery situations, and special requests while maintaining a positive guest experience.
• Coordinate with Ride Operations, Guest Arrivals, Safety and Security, Food and Beverage, Retail, and other departments to address guest needs and operational concerns.
• Assist with administration of the Lost and Found program, including procedures for receiving, documenting, storing, and returning guest property.
• Monitor guest feedback, complaints, surveys, and service trends and communicate opportunities for improvement.
• Assist in developing, maintaining, and updating department operating procedures, training materials, service standards, and departmental manuals.
• Conduct regular inspections of guest service facilities, rental equipment, storage areas, and workspaces to ensure cleanliness, organization, safety, and operational readiness.
• Assist with monitoring department labor usage, operating expenses, inventory levels, and equipment needs.
• Participate in hiring, onboarding, training, coaching, performance management, and development of department team members.
• Ensure compliance with Company policies, guest service standards, safety requirements, cash handling procedures, and applicable regulations.
• Prepare reports, maintain records, and assist with monitoring departmental performance and guest satisfaction metrics.
• Serve as Manager on Duty for the department when assigned and provide leadership support during peak operating periods and special events.
• Support Park operations during special events, group events, and peak attendance periods.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed