Guest Relations Manager

Are you a people-first leader with a passion for parks? Great Parks is seeking a Guest Relations Manager to lead our frontline Guest Relations team in delivering high-quality service to guests across the organization.

This role oversees daily operations of our centralized call center, reservation systems, fee collection, and special event permitting. The ideal candidate is skilled in building efficient processes, managing budgets, and driving revenue while maintaining exceptional service standards. You will guide a team that serves as the first point of contact for guests, ensuring friendly, accurate, and solution-focused support.

We're looking for someone with experience in call center management, customer service leadership, reservation or CRM platforms, and cross-department collaboration. Strong communication, problem-solving, and team development skills are essential for success.

If you're excited about leading teams, improving service operations, and helping people connect with great outdoor experiences, we'd love to hear from you

At Great Parks, our team members work together to preserve and protect natural resources and to provide outdoor recreation and education to enhance the quality of life for present and future generations. Be a part of an inclusive organization that enriches the region by inspiring nature-based experiences, celebrating cultural heritage and building strong and healthy communities through our dedicated staff, volunteers, and friends.

The successful candidate will perform below responsibilities:

• Manages the daily operation of the Guest Relations Department at Winton Center. May be required to work fill-in shifts for absences and provide assistance during peak activity times.
• Leads and engages team members by fostering a positive, supportive work environment. Partners with HR on hiring, termination, and development, provides training and coaching, and empowers staff through clear direction, guidance, and feedback. Encourages collaboration, resolves challenges, and ensures work reflects Great Parks' values and standards.
• Closely monitors staffing needs based on work volume and ensures prompt guest service.
• Ensures staff receives regular activity and event updates. Provides access to accurate agency information. Conducts regular reviews of work methods, equipment, and software.
• Develops and implements strategy for achieving department goals and objectives.
• Accounts for daily cash transactions. Complies with all cash handling policies and enforces cash control procedures including point-of-sale operation, daily deposits, tills, required logs and regular cash audits.
• Assists Central Region Director in developing revenue projections and expenditure budgets for Guest Relations. Also provides oversight and management of budgets.
• Reviews invoices and controls expenditures. Prepares purchase requisitions and approves where applicable. Adheres to purchasing card procedures and submits expenditures for supervisor approval.
• Receives and resolves guest concerns and complaints. Analyzes and promptly resolves problems. Implements corrective actions or provides recommendations as necessary.
• Works and communicates effectively with other departments, leadership, peers and subordinates. Attends and participates in meetings. Completes required training.
• Maintains and conducts various guest surveys. Develops procedures for addressing and documenting guest comments both positive and negative. Monitor and provides statistics for email inquiries received through Great Parks website.
• Works with other departments to maintain, change and monitor reservation information.
• Implements strategies to maximize sales of related products and services – upselling and cross-selling.
• Manages the invoicing and payment acceptance of education programs and activities.
• Coordinates monthly open houses at lodges, banquet rooms, and other reservable venues. Supervises staffing, setup and teardown for bookings at Winton Center Auditorium.
• Maintains a system of review of outside event permits, including: fundraising, walkathons and runs, special events, special use permits and CEO permission for rental areas. Assigns cost for outside events using guidance from Guest Experiences leadership. Coordinates with multiple department managers, issues approval and denial recommendations for permits in a timely manner.
• Supervises upkeep of the Winton Center mailroom including recycling, package delivery bulk mail and outgoing mail. Maintains mailboxes for field staff, facilities, and Winton Center staff.
• Manages the vending, including purchasing and maintenance, of the Winton Center vending machines.
• Coordinates ordering, picking up and distribution of books from the Literacy Network for little free libraries for all park locations.
• Recommends fee structures/increases for reserved areas and services. Updates pricing and policies in the reservation system.
• Distributes a variety of reservation activity reports for field staff at regular intervals.
• Performs job duties in accordance with Great Parks' policies, procedures, and performance expectations.
• Maintains confidentiality of confidential and sensitive information.
• Works assigned schedule, exhibits regular and punctual attendance and works outside of normal schedule as required.

Qualification:

• An appropriate combination of education, training, course work and experience may qualify an applicant to demonstrate required knowledge, skills, and abilities. An example of an acceptable qualification is: Bachelor's Degree in Business Administration or related field is required and at least 4 years of experience which evidences a comprehensive knowledge of management principles, customer service practices, and office administration.

• Ability to document identity and employment eligibility within three (3) days of original appointment as a condition of employment in compliance with Immigration Reform and Control Act requirements.

License or Certification Requirements:

• State Motor Vehicle Operator's License that meets Great Parks' current carrier guidelines.

We offer an excellent benefit package that includes medical, dental and life insurance; paid vacation, 11 holidays and sick time; enrollment in Ohio Public Employees Retirement System and free or discounted use of many Great Parks of Hamilton County recreational activities.

Great Parks is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin, ancestry, disability, military status, or any other classification protected under applicable law.