What are the responsibilities and job description for the Guest Services Supervisor position at Mammoth Clubhouse?
Guest Services Supervisor – MMTH Clubhouse
MCW SFM, LLC
LOCATION: Wichita, KS
DEPARTMENT: GUEST SERVICES
REPORTS TO: GENERAL MANAGER
STATUS: FULL-TIME (NON-EXEMPT)
ABOUT THE COMPANY:
MMTH Clubhouse is a next-level "competitive social" destination redefining how people play, dine, and connect-a "no spectators, no sidelines" environment where competition breeds camaraderie. We offer an elevated social sports experience with world‑class food and beverage and a unique lineup of games, including Pure Putt, pickleball, Big Hoops, Flight Deck, Lite Linx, and Battle Bats.
Driven by the belief that elite isn't exclusive, competition cultivates community, and everyone plays, MMTH Clubhouse is a vibrant, inclusive place to work across sport, leisure, events, F&B, and guest service.
MMTH Clubhouse is proudly managed by Sports Facilities Management, LLC, a Sports Facilities Companies (SFC) company. SFC is the nation's leader in sports, recreation, wellness, and event facility management and development. SFC is nationally recognized by USA Today as a Top Workplace and is known for its entrepreneurial, team‑oriented culture focused on collaboration, accountability, excellence, and service.
POSITION SUMMARY:
The Guest Services Supervisor provides a facility wide oversight on the execution of our "Guest First" service model and departmental training standards. This role will also monitor and seek out stakeholder feedback to assist in evaluating the level of service the venue is providing.
PRIMARY RESPONSIBILITIES WILL INCLUDE, BUT ARE NOT LIMITED TO THE FOLLOWING:
- Directly align with the Mission Statement and Core Values
- Assist with new Team Member orientation, particularly the Guest 1st Service model expectations
- Provide "Guest First" service model quality control for all departments
- Provide feedback to department supervisors and managers on "Guest First" service model performance and consistency
- Assist with departmental training standard compliance, in collaboration with the management team
- Scheduling and hiring Guest Service Part Time Team Members
- Assist with communication/planning with Program Directors predominantly involving internal travel hockey operations
- Build impactful relationships with key park stakeholders that help improve the guest experience and team performance
- Inspect facilities prior to and after events, providing a report to GM and MOD
- Oversee the guest services team members
- Additional duties as assigned by management
MINIMUM QUALIFICATIONS
- 5 years of customer service experience
- The ability to work in a fast-paced, diverse environment with a focus on customer services is essential
- Candidate must be willing to work nights, weekends, and holidays as necessary
- Must be willing to work front desk hours
- Ability to remain calm and composed in high-pressure situations, with strong conflict resolution skills to effectively deescalate challenging or stressful interactions
WORKING CONDITIONS AND PHYSICAL DEMANDS:
- Must be able to lift 30 pounds waist high
- May be required to sit or stand for extended periods of time whether indoors or outdoors
- Facility has intermittent noise
- Will be required to operate a computer