Soaky Mountain Guest Services Supervisor

SUMMARY: The Guest Services Supervisor oversees the daily performance and productivity of Admissions Associates to ensure efficient, accurate, and guest-focused entry operations. This role focuses on supervising staff, monitoring ticketing and guest service procedures, and maintaining operational standards in alignment with company policies and safety protocols. The Admissions Supervisor works closely with the Admissions Manager to support parking operations, ticket sales, season pass processing, and guest service functions, ensuring a smooth and enjoyable experience for all park guests.

ESSENTIAL DUTIES AND RESPONSIBILITIES: This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time.

• Supervise and support Guest Services Associates, providing guidance, coaching, and performance feedback to ensure high levels of efficiency, accuracy, and guest satisfaction
• Monitor daily guest services operations, including ticket scanning, ticket sales, season pass processing, and parking entry assistance
• Oversee guest service functions handled by associates, including cabana rentals, lost and found assistance, and providing park information to guests
• Ensure all admissions associates follow company policies, operational procedures, and safety protocols at all times
• Conduct regular audits of ticketing systems, POS registers, scanners, and cash handling procedures to ensure accuracy, accountability, and compliance
• Address guest concerns or complaints escalated from associates in a professional, timely, and solution-oriented manner
• Assist with onboarding, training, and continuing development of guest services staff to maintain operational excellence and service quality
• Monitor associate performance, identify training needs, and recommend disciplinary actions when necessary in coordination with the Guest Services Assistant Manager
• Maintain a clean, organized, and safe guest services area, ensuring all entrances, queues, and guest-facing spaces reflect park standards
• Collaborate closely with the Guest Services Assistant Manager and other departments (Operations, Park
• Services, Security) to ensure smooth entry procedures and overall park operations
• Support the implementation of promotions, events, or special activities related to guest services ensuring associates are trained and prepared
• Identify opportunities for process improvements in ticketing, guest services, and associate workflow, and report recommendations to the Guest Services Assistant Manager
• Track and monitor associate attendance, punctuality, and productivity, providing feedback to maintain high team performance
• Support employee morale and engagement by recognizing outstanding performance, assisting with team-building initiatives, and promoting a positive work environment
• Assist with opening and closing procedures, ensuring guest services areas are fully prepared for daily operations and properly secured at the end of the day
• Ensure compliance with cash handling and financial procedures, reporting discrepancies or operational issues to the Guest Services Assistant Manager
• All other duties as assigned by management

SUPERVISORY RESPONSIBILITIES: Assist with daily functions in all areas of the Guest Services department. Supervise Guest Services Associates to ensure they are working efficiently. Answering guest inquiries and complaints in person as well as via phone and email. Count the daily deposits of parking, ticket sales, and season pass sales.

EDUCATION and/or EXPERIENCE: Level 3
High school diploma or general education degree (GED); or one to three months related experience and/or
training; or equivalent combination of education and experience.

LANGUAGE SKILLS: Level 3
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and
procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before
groups of customers or employees of organization.

MATHEMATICAL SKILLS: Level 2
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, on fractions, and
decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY: Level 4
Ability to solve practical problems and deal with a variety of concrete variables in situations re only limited
standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or
schedule form.

CERTIFICATES, LICENSES, REGISTRATIONS:

• Tennessee Driver’s License or ability to obtain one within 30 days of employment

QUALIFICATIONS:

• Strong leadership skills and ability to motivate people.
• Requires good negotiation and listening skills.
• Ability to act independently with little supervision.
• Hands on manager, well organized, detail oriented, creative thinker.
• Skilled in problem solving and staff training.
• Efficiently handle multiple duties.
• Requires the ability to operate various office equipment to include a computer, word processing, spreadsheets, voice mail, copier, fax, and calculator.
• Requires a good understanding of company policies and procedures.
• Working knowledge of resort amenities, room designs, and general golf knowledge.
• Ability to handle stressful situations
• Good attendance and punctual
• Exhibits professionalism
• Exhibits good grooming habits
• Wears the proper uniform
• Works efficiently
• Follows all resort and office policies and standard operating procedures
• Conducts themselves in a professional manner with a positive attitude

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met
by an employee to successfully perform the essential functions of this job. Reasonable accommodations may
be made to enable individuals with disabilities to perform the essential functions.

Physical Activities:

• Regularly stand, walk, sit, use hands to finger, handle, or feel, reach with hands and arms, talk or hear
• Frequently stoop, kneel, crouch, or crawl

Lifting Activities:

• While performing the duties of this job, the employee is required to:
• Regularly lift up to 10 and 25 pounds.
• Occasionally lift up to 50 pounds with assistance.

WORK ENVIRONMENT:

• Regularly work in outdoor weather conditions.

Noise Levels: Moderate