JOB PURPOSE: The fundamental purpose of this position is to manage our guest service department. The Guest Service Manager will help lead a team of hosts and supervisor with a strong focus on sustaining a high level of Guest and Host satisfaction, meeting sales goals and initiatives, and maintaining a fun and safe working environment.

ESSENTIAL FUNCTIONS:

· Responsible for manager on duty shifts which may include bars, retail, attractions and admissions.

· Overall recreational park guest experience.

· Maintain quality and cleanliness along with park safety.

· Create staffing matrix and schedules to support a multi-attraction operation.

· Recruit, train, and supervise Concierge hosts.

· Assist with the managing of our ticketing system through Accesso.

· Create, train, and enforce operational procedures throughout the department

· Keep relevant safety and statistical records.

· Assist in the ride ticket sales process and communicate applicable information to ticket sales team, as needed.

· Maintain the highest level of guest service.

· Lead, motivate, discipline, and coach a diverse team of associates with respect and fairness.

· Address guest inquiries and complaints and provide service recovery and service netting as needed.

· Ensure safety protocols are always being met with continuous training and auditing procedures.

· Work cohesively as part of a team to satisfy financial, operational, and safety goals.

· Assist with maintaining cleanliness of attractions and ensure all safety precautions are followed if needed.

• Assisting with cash handling when necessary.
• Coaching and assisting hosts with upselling of ICON Park products and packages.
• Supervises and overseas the daily operation of the guest services department.
• Oversees crowd control throughout various areas and ensures that Guest service standards are met.
• Ensure that Guests and Hosts are always adhering to our safety procedures and standards of operations procedures.
• Analyzes and responds to various reports including but not limited to Guest comments, and downtimes.
• Ensure that Hosts are assisting Guests in a friendly and timely manner.
• Ensuring a smooth and efficient opening, closing, and operation of guest service departments in adhering to our standard operating procedures.
• Encouraging a collaborative working relationship between Hosts, and various team members.

MARGINAL DUTIES

• This position description has excluded the marginal functions of the position that are incidental to the performance of essential job duties. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

KNOWLEDGE, SKILLS AND ABILITIES:

• Must be able to workdays, nights, weekends, and holidays as needed
• Knowledge of Accesso, or related ticketing systems, preferably.
• 3+ years of Entertainment Venue experience preferably with attraction operation knowledge
• Knowledge of attractions and standard operating procedures.
• Analytical skills and a solid understanding of creating and maintaining accurate safety, financial and daily reports
• Experience managing and leading a team of hourly employees
• Knowledge of ICON Park property, and locations of venues.
• Ability to establish and maintain effective working relations with various team members, and guests.
• Ability to understand and carry out oral and written instructions.
• Ability to effectively prioritize and work independently with little or no supervision.
• Ability to manage in a manner conductive to high productivity.

• Ability to work in an environment with many interruptions.

• Ability to multitask and prioritize based on business needs.

PHYSICAL REQUIREMENTS:

• Indoor/Outdoor working environment.
• Some stooping, lifting, and bending.
• Talking, hearing, seeing, repetitive motions.
• These requirements may not be all inclusive. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the employee will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others.

MINIMUM REQUIREMENTS:

· Must be 18 years of age or older

• High School diploma or GED.
• Degree in hospitality management or recreation management business, and/or sales preferred.
• Superior guest service skills.
• Effective communication skills.
• Team player, self-motivator, and independent worker.
• Must have reliable transportation.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 10 hour shift

Application Question(s):

• What are your salary requirements?

Education:

• High school or equivalent (Required)

Experience:

• Guest services: 2 years (Required)
• Leadership: 2 years (Required)
• Ticketing: 2 years (Required)

Work Location: One location

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