What are the responsibilities and job description for the Guest Services & Retail Manager position at Hattiesburg Convention Commission?
Job Title: Guest Services & Retail Manager
Location: Hattiesburg Zoo & Serengeti Springs
Reports To: Director of Guest Services & Retail
Employment Type: Full-Time (Weekends & Holidays Required)
Position Summary
The Guest Services & Retail Manager plays a key leadership role in delivering exceptional guest experiences at Hattiesburg Zoo & Serengeti Springs. This position oversees all retail and guest services operations, including ticketing and merchandise, while managing and developing a high-performing frontline team. The ideal candidate is an organized, guest-focused leader with strong retail operations experience and a passion for teamwork, training, and service excellence.
Key Responsibilities
Leadership & Team Management
- Directly supervise the Retail & Ticketing Coordinator, Retail & Ticketing Lead Staff, and Guest Services Staff
- Ensure all staff are properly onboarded, trained, and equipped to deliver outstanding guest service
- Provide coaching, performance feedback, scheduling support, and ongoing staff development
- Foster a positive, professional, and guest-first team culture
Retail & Ticketing Operations
- Oversee daily retail and ticketing operations to ensure efficiency, accuracy, and excellent guest interactions
- Manage inventory control, stock levels, receiving, and organization of retail merchandise
- Lead buying and purchasing of retail items, including product selection, ordering, and floor sets
- Maintain visually appealing retail spaces through effective merchandising and floor presentation
- Ensure cash handling procedures, POS accuracy, and operational policies are followed
Guest Experience Excellence
- Serve as a visible leader on the floor, supporting staff and resolving guest concerns when needed
- Uphold high service standards across all guest touchpoints
- Collaborate with the Director of Guest Services & Retail to enhance guest satisfaction and operational effectiveness
Operational Support
- Assist with special events, seasonal operations, and peak attendance periods
- Ensure compliance with safety, operational, and organizational policies
- Comfortable standing and working on the for extended periods of time
Required Qualifications
- Experience in retail operations and inventory management
- Buying and purchasing experience, including merchandising and floor sets
- Proven management and leadership experience
- High school diploma required; Bachelor’s degree in a related field preferred
- Strong organizational, communication, and problem-solving skills
- Ability to work weekends, holidays, and varied schedules
- Physically able to stand for long periods and work in a fast-paced environment
Preferred Skills & Attributes
- Guest-focused mindset with a passion for service
- Strong attention to detail and operational consistency
- Ability to motivate, train, and lead diverse teams
- Adaptable, proactive, and solution-oriented