What are the responsibilities and job description for the Guest Services Manager position at OWA Parks & Resort?
DUTIES AND RESPONSIBILITIES:
- Lead, coach, and develop Guest Services supervisors and ambassadors
- Foster a culture centered on hospitality, accountability, and teamwork
- Ensure exceptional guest satisfaction by proactively resolving concerns and empowering team members to make service recovery decisions
- Monitor guest feedback and identify opportunities for continuous improvement
- Oversee admissions, ticketing, season passes, cash handling, cabana rentals, locker rentals, and front gate operations
- Develop operational guidelines for Guest Services
- Manage staffing schedules to align with business demands while controlling labor costs
- Maintain compliance with company policies, safety standards, and operational procedures
- Partner with Operations, Aquatics, Food & Beverage, Retail, and Security to deliver seamless guest experience
- Analyze operational metrics and prepare reports related to guest satisfaction, labor, revenue, and productivity
- Assist with budgeting, forecasting, and departmental planning
- Support special events, group sales, and VIP experiences
- Achieve business goals and objectives set forth by the General Manager and Property Manager
- Develop and manage annual operating budgets for the Guest Services department
- Promote a healthy, safe, and hazard-free work environment
- Interview and hire prospective team members
- Create and execute training, coaching and team development programs, including administering corrective actions when needed
- Anticipate the guest’s needs and service requirements and work with team to incorporate into operational plans
- Resolve guest concerns in person, over the phone, and through written correspondence
- Initiate and manage ticket creation process through third-party point-of-sale and e-commerce vendors
- Manage, monitor, track, and report ticket sales and park attendance, including over/shorts resolution, wristband inventory, and hourly/daily attendance reporting
- Manage the waterpark cabana rental program, including monthly reporting to vendors for revenue split on cabana sales
- Manage the locker rental program for the theme park and waterpark
- Manage internal complimentary ticket and season pass requests, including monitoring for unusual activity
- Manage the Give Kids the World Passport charity program
- Participate in the Manager-On-Duty (MOD) program for Tropic Falls
- Performs other duties as assigned
QUALIFICATIONS:
- Proven ability to lead, motivate, and develop large teams
- Excellent communication, conflict resolution, and problem-solving skills
- Experience with POS and ticketing systems (Accesso: Siriusware/ Passport software experience preferred)
- Strong organizational skills and attention to detail
- Ability to thrive in a fast-paced, guest-focused environment
- High School diploma or GED
- Minimum five (5) years’ work experience in a guest services environment is preferred
- Verifiable supervisory experience of ten (10) or more employees for a minimum of two (2) years is preferred
- Proficient with Microsoft Outlook, Word, Excel, PowerPoint, or similar
- Must possess a valid state driver’s license
- Able to lift twenty (20) pounds unattended and forty (40) pounds with assistance
- Willing and able to work odd or irregular hours including nights, weekends, and holidays
- Able to work in sunny, hot, humid, cold, and rainy conditions
- Strong communication skills with ability to motivate a team, deliver quality results, and maintain a positive attitude
- Ability to adequately and successfully perform all duties and responsibilities of this position
Interested applicants can apply directly to www.visitowa.com/employment.
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