What are the responsibilities and job description for the Guest Services and Operations Manager position at City of Wentzville?
The City is seeking an experienced, proactive Guest Services & Operations Manager to oversee front-desk staffing, guest experiences, marketing strategies, and administrative operations across our recreation facilities. This full-time supervisory role exercises independent judgment to optimize facility operations, drive pass sales, manage revenue streams, and build a high-performing customer service team.
Key Responsibilities
- Operational Management: Oversee day-to-day front desk operations, facility reservations, room setups, and digital/tech equipment troubleshooting across multiple sites. Establish short- and long-term operational goals, standard operating procedures, and safety protocols.
- Team Leadership & Development: Recruit, hire, train, schedule, coach, and evaluate guest services personnel. Foster a supportive, high-performance work environment focused on exceptional customer care and accessibility.
- Guest Experience & Quality Control: Address customer inquiries and complaints promptly. Monitor feedback, surveys, and operational data to continually improve service delivery and facility reputation.
- Financial & Budgetary Oversight: Assist in developing and managing the annual operating budget, revenue forecasts, and capital budget. Track expenditures, manage pass sales programs, and handle administrative reporting.
- Marketing & Communications: Collaborate on marketing campaigns, digital messaging, promotional materials, and pass sales initiatives to boost facility utilization and community engagement.
- Executive & Community Support: Prepare staff reports, represent the department in inter-agency meetings and committees, and provide high-level assistance to the Parks and Recreation Director.
The City of Wentzville is committed to being an employer of choice, offering prosperous and meaningful career opportunities and flexibility. The City offers excellent benefits, including health, vision, dental, employer-paid life insurance, long-term disability, a retirement pension, 13 paid holidays, five personal days, vacation time, sick time, tuition reimbursement, an employee assistance program, a discounted recreation center membership and much more.
Visit www.wentzvillemo.gov to view the full job posting.
This job posting will remain open until a sufficient number of qualified applicants are received.