Guest Services and Admissions Manager

Responsibilities and Duties

Admissions Operations

• Oversee daily operations of all admission gates, ticketing points, and entry processes
• Ensure accurate ticket scanning, cash handling, and adherence to admissions policies
• Manage capacity control, queue management, and guest flow during high-volume periods
• Collaborate with Transportation, Safety, and Operations teams to mitigate congestion and delays
• Monitor real-time attendance data and adjust staffing and operations accordingly

Guest Services Leadership

• Lead Guest Services operations including guest inquiries, accessibility services, lost & found, and issue resolution
• Serve as the escalation point for complex guest concerns, complaints, and service recovery
• Ensure consistent service standards across all guest-facing teams
• Champion a culture of hospitality, professionalism, and accountability

Staff Leadership & Development

• Recruit, hire, train, schedule, and supervise admissions and guest services staff
• Develop team leaders and supervisors to support daily operations
• Ensure adequate staffing levels aligned with attendance forecasts and special events
• Conduct performance evaluations, coaching, and corrective action when necessary

Safety, Compliance & Risk Management

• Ensure compliance with all safety procedures, emergency response protocols, and accessibility requirements
• Partner with the Safety team on incident response and documentation
• Maintain operational readiness for weather events, medical incidents, and evacuation scenarios
• Ensure all staff are properly trained on emergency and guest safety procedures

Planning, Communication & Collaboration

• Support planning and execution of major events, festivals, and seasonal programs (e.g., Fantasy in Lights, Pumpkins at Callaway, Celebrate Spring, Summer at Callaway)
• Collaborate with Marketing, Guest Experience, Transportation, Retail, and Recreation teams
• Communicate operational updates clearly to frontline teams and leadership
• Participate in post-event reviews and recommend operational improvements

Administrative & Financial Oversight

• Monitor labor costs and scheduling efficiency
• Ensure accurate timekeeping and payroll compliance
• Assist with budgeting, forecasting, and operational reporting
• Maintain SOPs for admissions and guest services functions

Qualifications

Education & Experience:

• 5 years of experience in guest services, admissions, hospitality, attractions, or similar operations
• 2 years of supervisory or management experience
• Strong leadership, communication, and problem-solving skills
• Ability to remain calm and decisive in high-pressure environments
• Experience managing high-volume guest flow and frontline staff
• Flexible schedule required, including nights, weekends, and holidays
• Adept in recognizing hazards and proposing mitigations.
• Ability to creatively resolve problems in a dynamic atmosphere.

Physical Requirements:

• Long hours are sometimes required. 
• Exerting up to 50 pounds of force occasionally, and /or 25pounds of force frequently or constantly to lift, carry, push, pull   or otherwise move objects. 
• Ability to stand for long hours at a time. 
• Ability to sit for extended periods of time. 

Skills & Qualifications:

• Be able to positively motivate and lead a team, conveying information and ideas clearly and effectively so that ownership of high levels of guest service is understood to be the role of each individual team member.
• Be able to evaluate and select among alternative courses of action quickly and accurately
• Be able to work well in high-pressure situations while maintaining composure and objectivity, including the ability to listen carefully to and resolve guest issues to the satisfaction of the affected guests.
• Be able to identify potential guest issues and then develop methodologies to prevent or limit the impact of those guest issues during guest visits.
• Be able to assimilate complex information and data for various sources and consider, adjust or modify to meet the constraints of the need.
• Be able to effectively listen to, understand, and clarify concerns and issues raised by team members and guests.
• Be able to work with and understand financial information and data and perform basic math functions.