What are the responsibilities and job description for the Guest Services Manager position at AdventHealth Sports Park at Bluhawk?
GUEST SERVICES MANAGER - AdventHealth Sports Park at Bluhawk, LLC
LOCATION: Overland Park, KS
DEPARTMENT: OPERATIONS
REPORTS TO: DIRECTOR OF OPERATIONS
STATUS: FULL-TIME (EXEMPT)
ABOUT THE COMPANY:
AdventHealth Sports Park at Bluhawk is a premier sport, recreation and entertainment destination focused on improving the health and economic vitality of Overland Park, Kansas. You will be joining a championship level team focused on fun, fulfillment and service built to enrich the community as well as your career and personal growth.
AdventHealth Sports Park at Bluhawk is managed by Sports Facilities Management, LLC, a Sports Facilities Companies organization. SFC is the nation's leading resource for managing and developing sports, recreation, wellness, and events facilities. We provide a highly collaborative and supportive culture that raises our team members to new levels of career growth. Together, we will carve a path in a hyper-growing industry where you will enjoy the journey and learn from the industry's best while having some fun.
SFC was awarded national recognition as a Top Workplace and is considered a workplace of choice. Our mission-focused company is highly entrepreneurial, team-oriented with a culture centered on collaboration, accountability, excellence, and service. We are growing rapidly and looking for high performers at every level to grow with us.
POSITION SUMMARY:
The Guest Services Manager is expected to provide world-class customer service to all visitors and always displays a vast amount of knowledge of the facility's programs and offerings. In addition, this position will provide programming, retail, FEC, inventory, and event support by executing a variety of clerical and operational tasks.
PRIMARY RESPONSIBILITIES WILL INCLUDE, BUT ARE NOT LIMITED TO THE FOLLOWING:
- Create and effectively coordinate the staff schedule for the Guest Services Team
- Greet guests and provide prompt answers and directions as needed
- Cultivate an environment of world-class guest service with enthusiasm to all visitors and customers
- Help ensure compliance with transaction and finance protocols
- Ensure all phone calls are answered according to our greeting standards
- Assist with registering customers for adult and youth programming
- Assist day-pass guests with payment and facility orientation
- Be knowledgeable about prices, programming, and the daily schedule
- Provide accurate, clear, and concise radio communication whenever appropriate
- Process registration, rental, retail, and birthday party payments
- Help maintain accurate records of participant waivers, event information and incident reports
- Maintain confidentiality with guest and Team Member information
- Hire, train, and develop the Guest Services Team
- Help provide a guest feedback/concerns medium for communication, and directing that feedback to the appropriate supervisor
- Assist with scheduling and executing all facility events and parties
- Assist in developing key stakeholder relationships to help achieve a first-class guest experience
- Assist in facility schedule coordination and communication
- Distribute collateral materials (flyers, etc.) to cross promote all facility programs; Maintain flyers in facility for parties, distribute to guests, program participants and cross market, as appropriate
- Effectively collaborate with all Event Coordinators to help ensure accurate and consistent event relevant communication
- Additional duties as assigned by the Director of Operations and/or General Manager
THE IDEAL CANDIDATE HAS:
- A strong passion for serving
- Proficient administration skills
- Proven ability to learn new software programs
- Proven success in managing multiple tasks at one time
- Experience in dealing with sporting events as a consumer, or other relevant experience
- Experience and success in customer service, leadership, and organization
- Action-oriented personality with a 'get it done' attitude and proficiency for efficiency
- Proven ability to evaluate team member performance based on established KPI's
MINIMUM QUALIFICATIONS:
- 3-5 years of customer service experience is preferred
- Bachelor's Degree in related field is preferred
- Flexible work schedule (e.g., nights, weekends, holidays, and long hours) and regular attendance necessary
- Excellent communication skills, both verbal and written
- Ability to maintain focus in a high-volume, fast-paced environment
- Must have excellent guest service skills
- Must be detail-oriented and have outstanding organizational skills
- Ability to multi-task and prioritize
- Ability to remain calm and focused in difficult and stressful situations
- Must take personal initiative for the betterment of the team and facility
- Commitment to the safety and wellbeing of others
WORKING CONDITIONS AND PHYSICAL DEMANDS:
- Must be able to lift 20 pounds waist high
- May be required to sit or stand for extended periods of time whether indoors or outdoors, and squat, stoop, or bend
- Will be required to operate a computer
- Facility has intermittent noise