Guest Services Director

13 hours ago

Hamilton, Ohio, United States Spooky Nook Sports Full time
Job Title: Guest Services Manager

The Guest Services Manager is a key role at Spooky Nook Sports, responsible for overseeing the daily operations of all Guest Services areas. This position requires strong managerial skills, customer service expertise, and organizational abilities. The Guest Services Manager must create a professional atmosphere while ensuring a warm and welcoming environment for staff and guests.

Responsibilities:
  • Greets all guests entering the facility or contacting the company via phone
  • Ensures customer service standards exceed expectations and communicates these expectations to team members
  • Completes operating budget for Guest Services and maintains accountability for the budget
  • Continually improves the customer service experience by developing and using data-driven metrics
  • Effectively enforces all Complex policies and answers questions to those policies in a knowledgeable and helpful manner
  • Point of contact for all escalated customer service issues and resolves those issues in a kind, efficient, reliable, and helpful manner
  • Ensures parking passes for the Complex are inventoried and distributed to all necessary parties and maintains the proper count of paid versus non-paid traffic on paid parking days
  • Creates and implements opening/closing procedures
  • Recruit, interview, hire, and train all Guest Service team members
  • Develops a full-time team of guest service leads and evaluates their performance consistent with Company standards
  • Ensures Guest Services team is informed of all activities in the facility and can answer guest questions
  • Provides support to event organizers and ensures Guest Services team is informed of event detail information
  • Creates team member schedules to ensure coverage needs are met, while also meeting budgeted expense figures
  • Checks timesheets for accuracy and submits for payroll processing
  • Represents the Guest Services function in operational meetings, providing feedback on operational opportunities for improvement
  • Processes payments for internal programming registrations, membership dues, and daily fees
  • Remains calm during member/participant interactions involving urgent or stressful matters
  • Creates, implements, and holds staff accountable to all cash handling policies and procedures
  • Schedules facility usage for members and guests
  • Manages the Lost & Found process and ensures that items are stored securely
  • Orders and maintains inventory for department office supplies
  • Other duties as needed or assigned
Requirements:
  • Minimum of 4 years in a customer service role
  • Minimum of 2 years of supervisory experience
  • 18 years of age or older
  • Dependable transportation to and from work
  • Language skills: Fluent knowledge of the English language; including the ability to read and interpret written information and speak and understand verbal communication
  • Ability to fulfill the physical requirements of the position with any reasonable accommodations as necessary
  • Availability to work a flexible schedule that includes evenings, weekends, and/or holidays as needed
  • Authorized to work in the United States
Preferred Qualifications:
  • Highly dependable with a history of consistent attendance and punctuality
  • Guest-focused/service-oriented; ability to see big picture and impact on Company. Supports Company mission as serves as an advocate for its products and services
  • Demonstrates a positive and friendly attitude towards guests, customers, and fellow employees. Exhibits a respectful, professional demeanor
  • Self-starting and motivated with the ability to work independently and take initiative
  • Ability to multi-task and balance multiple projects/duties at once
  • Team-focused mindset; willing to set own priorities aside to help others; contributes to building a positive team spirit and morale
  • Detail-Oriented; Demonstrates a consistent level of accuracy and thoroughness; looks for ways to improve and promote quality
  • Ability to remain calm in tense or stressful situations
  • Integrity to safeguard confidential information
  • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, fractions, and decimals
  • Experience communicating with individuals of diverse demographics
  • Initiative to work efficiently with minimal supervision
Working Conditions:
  • Work environment: Upbeat, high-energy sports and event complex with heavy foot traffic and frequent large crowds.
  • Physical requirements: While performing the duties of this job, the team member will be regularly required to perform physical activity that includes moving about the work area, standing, sitting, bending, reaching with hands and arms, lifting, pushing, pulling, talking, hearing, and smelling. The team member will be frequently required to stoop, kneel, or crouch. He or she is required to have the visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned.
  • Lifting requirements: The team member will occasionally be required to lift, push, pull, lower, and/or move up to 40 lbs occasionally.
  • Noise Level: The noise level in this environment is typically variable.
  • Work schedule: The work schedule may fluctuate to include evenings, weekends, and holidays.

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