Guest Services Manager
Guest Services Manager
Job Category : Hospitality Requisition Number : GUEST001990 Showing 1 location Job Details
Description
Position Summary :
The Manager, Guest Services is responsible for assisting the Sr. Manager in the daily operations of the department as well as ensuring that all areas of the Point of Sale / Guest Services / Guest Services function and comply with standards, policies and procedures.
The Manager is responsible for assisting in creating and updating department policies, procedures, trainings and Standard Of Operations manual (SOP).
Familiarity with Tessitura ticketing systems and the ability to use other office applications are essential to this job.
Responsibilities :
- Hiring, training and evaluation of Point of Sale / Guest Services Assistant Managers / Guest Services Staff
- Conduct Assistant Managers Evaluations and performance action plans
- Oversee and review the Full Time Leads and Part Time Evaluations and performance action plans
- Manage and Maintain Staff When to Work schedules, vacation and wellness request
- Monitoring Front Desk transactions
- Oversee the daily guest flow in and out of the Dolphin, Sea Lion, and 4D Theater shows as well as the overall operation.
- Assist Sr. Manager with monitoring and conducting Security Video Audits
- Responsible for assisting Sr. Manager with department staffing budget
- Inventory and ordering of Office and 4D Theater Supplies
- Supervision of Point of Sale / Guest Services / Guest Services Assistant Managers
- Supervision of Point of Sale / Guest Services Staff
- Hire, Manage and Maintain department staffing level
- Act as a Liaison between Departments
- Create and implement Point of Sale / Guest Services cash handling procedure
- Develop innovative way to enhance customer service
- Monitor daily and yearly attendance to Aquarium
- Perform observations on team members giving them immediate feedback and recording it in the GMT.
- Data entry, filing, and administrative assigned duties.
- To perform other duties as workload necessitates.
Qualifications :
- Bachelors Degree preferred.
- Previous three years successful experience in a front desk environment and in a supervisory role encompassing training and performance evaluations.
- Superior understanding and demonstrated awareness of Guest Services roles and responsibilities.
- Effective problem analysis and resolution skills.
- Above average ability to organize, manage time and set priorities while meeting deadlines.
- Ability to be flexible and shift priorities to meet departmental requirements.
- Above average verbal and written communication skills.
- Ability to research and analyze various types of data information.
- Proficiency with Microsoft Office Products (Word, Excel, PowerPoint).
Qualifications
Skills
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Education
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