Guest Services Senior Manager

Role overview

Guest services and operations

• Oversee ticketing, school and group entrances, valet parking, turnstiles, stroller and wheelchair rentals, lost and found, information points, paid attractions, flash passes, and annual passes.
• Facilitate efficient, convenient, and secure entry processing and ensure colleagues provide excellent guest service.
• Handle routed guest complaints, take corrective action, and approve ticket extensions or complimentary tickets when appropriate.
• Participate in daily operations and the park duty manager program.

Financial and business management

• Develop annual operating and capital budgets, set yearly goals, and monitor operating and labor expenses.
• Identify opportunities to maximize profit and efficiency, increase revenue, and improve passive income streams.
• Manage stock and inventory, control waste and costs, and approve purchases under procurement policy.
• Generate financial and attendance reports using Excel and BOS ticketing systems, and produce monthly KPI status reports.

People and department leadership

• Supervise and evaluate the Guest Services team; recruit, train, coach, and develop colleagues and future leaders.
• Manage attendance, grooming, appraisals, development plans, and multi-skill training to support changing business needs.
• Maintain department policies, procedures, performance standards, health and safety documents, checklists, and records.
• Communicate with colleagues, lead meetings, coordinate with other departments, and foster a positive team environment.

Quality and planning

• Monitor audits and contracts, correct business discrepancies, and identify operational improvements.
• Develop strategies to improve guest satisfaction survey results, happiness surveys, and mystery-shopper outcomes.
• Plan future guest-services operations to meet anticipated attendance growth and coordinate promotions to increase attendance.

Essential qualifications

• Higher secondary education or equivalent.
• At least 3 years of leadership experience in operations.
• Excellent interpersonal and communication skills, strong leadership, and ability to work independently.
• Excellent guest-services skills, decision-making ability, and tact in stressful situations.
• Ability to negotiate and resolve conflicts, maintain confidentiality, and follow company protocols.
• Computer skills, including basic Excel reports and PowerPoint presentations.

Desirable qualifications

• Bachelor’s degree and ISO Auditor Certification are desirable.
• Five years in guest services and two years handling ticketing systems are desirable.
• Ability to speak different languages is desirable.

About the employer