** Senior Manager, Guest Services**

**Job Category****:** Hospitality **Requisition Number****:** SENIO001971 Showing 1 location **Job Details**

**Description**

**Position Title**: Senior Manager, Guest Services

**Department****:** Guest Services

**Classification**: Exempt

**Direct Report**: Senior Director, Guest Services and Programs

**Position Summary****:**

The Sr. Manager, Guest Services is responsible for assisting the Sr. Director in overseeing the 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 Sr. Manager is responsible for overseeing the Managers with creating and updating department policies, procedures, trainings, and Standard of Operations manual (SOP). This individual will be responsible for developing and maintaining SOPs for all positions as well as mic scripts for staff. Familiarity with Tessitura ticketing systems and the ability to use other office applications are essential to this job. The Sr. Manager is the liaison between departments. Responsible in finding new and innovative ways to enhance the overall guest and staff experience.

**Responsibilities****:**

- Hiring, training and evaluation of Guest Services Managers and Assistant Managers

- Conduct Managers Evaluations and performance action plans.

- Oversee and review the Assistant Managers Evaluations and performance action plans.

- Manage and maintain Managers and Assistant Managers schedules, vacation, and wellness request.

- Oversee the guest flow in and out of the Dolphin, Sea Lion, and 4D Theater shows as well as the overall operation.

- Assist Sr. Director with monitoring and conducting Security Video Audits

- Responsible for assisting Sr. Director with department staffing budget.

- Supervision of Point of Sale/Guest Services/Guest Services Assistant Managers

- Create and Oversee the process of Interviewing and Hiring.

- 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 Managers and Assistant Managers 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 five 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 different types of data information.

- Proficiency with Microsoft Office Products (Word, Excel, PowerPoint).

**Physical Demand**

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color and peripheral vision, depth perception, and the ability to adjust focus. While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time. The noise level in the work environment is usually moderate.

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