Overview

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 Director of Operations.

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

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

Tagged as: Sales and Marketing, Support Staff

Required Skills:

Must be able to safely self-transport over uneven terrain or in a confined space
Must be able to stand for sustained periods of time
Must be able to lift and move at least 25 pounds
Comfortable with physically demanding duties related to the team’s area of focus

About U.S. National Whitewater Center

The U.S. National Whitewater Center (USNWC) is dedicated to the promotion of the active lifestyle. Since 2006, the USNWC has been promoting access to the outdoors for all levels of participants through its 30+ land and water-based activities, outdoor instruction and certification programs, festivals, races, films, and various outdoor events throughout the year. Whether you visit the Center’s 1,300 acres on the Catawba River or engage in the brand’s mission through one of our off-site initiatives, the USNWC empowers guests to play, relax, and learn outside.

Application Instructions

Please apply online at the following address: https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=f874f8a4-e289-44da-9cfd-3acb872cdc86&ccId=19000101_000001&jobId=431779&source=NOLS&lang=en_US