Guest Service & Membership Manager

Guest Service & Membership Manager

Sky Zone Happy Valley – Happy Valley, Oregon
Job Type: Full-Time

Position Overview

Sky Zone Happy Valley is seeking a motivated, sales-focused Guest Service Manager to lead our front desk team and drive membership growth and retention.

This position has a major focus on membership sales, membership conversion, and building long-term relationships with our members. The Guest Service Manager will be responsible for training the team to confidently explain membership benefits, recommend the right option for each guest, and provide an experience that gives members a reason to return.

The ideal candidate is an energetic leader who understands that strong membership retention begins with honest sales, clear communication, and excellent guest service.

Key Responsibilities Membership Sales and Retention

• Lead the park’s membership sales and retention efforts
• Meet or exceed monthly membership sales and conversion goals
• Track memberships sold by each Guest Service team member
• Monitor early cancellations and identify sales or service concerns
• Coach team members on membership benefits, pricing, promotions, and sales techniques
• Ensure memberships are sold accurately and honestly
• Never present a membership as a one-day or one-month pass
• Make sure guests understand membership terms before completing enrollment
• Develop strategies to improve member engagement and reduce cancellations
• Promote member events, benefits, upgrades, and special offers
• Review daily and weekly membership reports with park leadership
• Recognize top performers and provide additional coaching when goals are not met

Guest Service Leadership

• Lead, train, schedule, and develop the Guest Service team
• Maintain an active leadership presence at the front desk and throughout the park
• Set clear expectations for friendliness, speed, accuracy, and professionalism
• Ensure every guest is greeted and informed about current promotions
• Resolve guest questions, concerns, billing issues, and membership inquiries
• Respond to calls, emails, online reviews, and guest messages promptly
• Ensure the front desk remains clean, organized, and properly staffed
• Complete opening, closing, and cash-handling procedures
• Monitor wait times and adjust team responsibilities during busy periods
• Hold employees accountable for attendance, performance, and company standards

Sales and Operational Performance

• Drive revenue through memberships, jump passes, birthday parties, and group events
• Track daily sales, conversion rates, cancellations, and guest feedback
• Prepare regular performance updates for the General Manager
• Assist with labor control and schedule employees according to business needs
• Conduct sales observations and provide real-time coaching
• Support park operations and serve as Manager on Duty when assigned
• Follow all Sky Zone safety, cash-handling, and operational procedures

Performance Expectations

Success in this position will be measured by:

• Membership sales
• Membership conversion percentage
• First-month and early cancellation rates
• Overall membership retention
• Guest satisfaction and online reviews
• Team sales performance
• Accuracy of membership transactions
• Response time to guest questions and concerns
• Completion of required reports and audits

Qualifications

• At least two years of management, supervisory, sales, or customer-service experience
• Experience leading a sales-focused team is strongly preferred
• Strong coaching, communication, and conflict-resolution skills
• Comfortable setting goals and holding employees accountable
• Ability to understand reports and use performance data to improve results
• Experience with memberships, subscriptions, fitness, hospitality, entertainment, or retail is preferred
• Strong computer, email, scheduling, and point-of-sale skills
• Must be available to work evenings, weekends, and holidays
• Must be able to stand and walk for extended periods

What We Are Looking For

• A confident leader who enjoys coaching and developing employees
• A strong salesperson who believes in honest, guest-focused selling
• Someone who understands the importance of both sales and retention
• A manager who takes ownership of results and follows through
• A professional who can turn guest concerns into positive experiences
• An energetic leader who remains present and involved during every shift

Benefits

• Competitive compensation
• Paid training
• Employee discounts
• Career growth and advancement opportunities
• A fun, active, and team-oriented work environment

Sky Zone Happy Valley is an equal opportunity employer. Employment is at will, meaning either the employee or the company may end the employment relationship at any time, with or without cause or advance notice, as permitted by applicable law.

Pay: $25.57 - $30.80 per hour

Work Location: In person

Benefits:

Salary : $26 - $31