Guest Services Manager

U S National Whitewater Center • Charlotte, NC

7d

About The Position

The Guest Services Manager is a key leadership position with a critical role in the fulfillment of the Whitewater Center’s brand promise of delivering high-quality experiences. Among other responsibilities, the Guest Services Department serves as the point of contact or concierge for all guests at any time. The Guest Services Manager leads a team of full-time, year-round, and seasonal staff. Quality staff recruitment, training, and coaching are critical to the success of this role, along with effective problem solving, and strategic, goal-driven thinking. This position is a full-time, benefits-eligible position that reports to the Operations Manager.

Requirements

• A Bachelor’s Degree in Business, Hospitality, Management, or another related field is preferred
• 5 years of management-level experience in guest services, customer service, or the hospitality industry is preferred
• Experience with P&L management
• Excellent customer service and communication skills
• Ability to work well under pressure in a calm, mature, process-driven manner
• Ability to process unique circumstances and provide a positive resolution
• Maintain a flexible schedule for varied workweeks and regular availability to work nights, weekends, and holidays

Responsibilities

• Oversee the operation of various guest services locations and processes including pass sales, gear rentals, equipment storage, security, parking, custodial services, guest feedback, and inquiries
• Support processes and procedures to ensure cleanliness, quality, consistent guest service delivery, and staff productivity
• Manage first encounters with guests, and act as a first responder to guest needs and issues
• Maintain an awareness of how the brand is being represented and pursue meeting the brand promise
• Facilitate interdepartmental communication to coordinate and maintain high-quality guest experiences
• Coordinate with third-party custodial and security teams
• Manage an efficient operation, demonstrate fiscal awareness, and ensure effective execution of tasks and utilization of resources
• Oversee the recruiting, training, scheduling, coaching, disciplining, and day-to-day management of Guest Services staff
• Ensure staff create a friendly and welcoming atmosphere for all guests and have in-depth knowledge of the organization, products, and services offered
• Other duties as assigned

Benefits

• Access to Whitewater Center's pass activities
• Staff discount program and pro deals
• Health, Dental, Vision, FSA
• 401K

What This Job Offers

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