Director of Guest Services

Director of Guest Services

At Epic Waters Indoor Waterpark, the Guest Services Director will set the example of the Aloha program and Aloha Spirit training through involvement in daily guest services operations.

This position will directly oversee the ramp-up, growth and on-going revenue and yield opportunities for Guest Service. Responsibilities will include promotions, ticket sales, package sales, working closely with reservations and sale and marketing to ensure maximum revenue making potential in all EPIC outlets-ticketing, retail, food and beverage, advance sales, packages, groups, events, repeat business, corporate, and much more.

Position Essential Job Responsibilities :

• Assists with projects and analysis that encourage the progression of EPIC Waters, the City of Grand Prairie and ARM, LLC corporate revenue management initiatives.
• Lead team in periodic revenue management meeting with a report out and analysis on previous period (week, month, YTD) statistics, along with forecast review for the Waterpark.
• Meet quarterly with other Guest Service team members to keep current on regional trends and perspectives in the Waterpark industry and economic climate.
• Understands and champions Epic Waters policies and procedures, and collaborates with Department and Epic leadership in performance management of the department and its Crew Members
• Responds to questions or guest concerns and escalates crew/guest feedback to leadership as appropriate
• Ensures the completion and proper communication/escalation of guest requests and other concerns to the appropriate department
• Understands and participates in scheduling of staff, execution of labor management and reporting
• Member of Executive Team as part of EPIC Waterpark strategic plan.
• Work with sales and marketing effectively to maximize revenue opportunities.
• Assist sales and marketing team in development of special packages and promotions appropriate to market demand.
• Monitors performance of all special ticket and package offerings including promotional discounts, package plans, frequent guest rewards, and any other property level special rates and/or discounts.
• Manage staff of associates that will assist in ticket sales, retail, arcade and all other related activities.
• Hold regular and consistent yield and revenue team meetings, foster good team relationship with all outlets, actively take part in profitability discussions, be highly aware of all property and department specific goals.
• Provide guest service training and expectations for the employees working under their direct supervision realizing they are the first impression of the waterpark.
• Conducts daily stand-up meetings with guest services crew members to prioritize the day and facilitates feedback from Crew Members
• Monitors performance of attendants, providing real time feedback and coaching
• Ensures areas are organized, and properly stocked for the daily operations; ensures compliance with safety standards
• Participates in recruitment and selection of talent for the guest services department
• Partners with department leaders to develop and execute action plans related to guest service and Crew Member engagement measured through services scores and crew member surveys.
• Maintains quality operation by ensuring service excellence, adequate inventory levels, and maintaining equipment by troubleshooting and/or calling for repairs
• Assists with the ordering, stocking and accuracy of inventory and uses data software to record and report.
• EPIC Position Specific Requirements
• Bachelor’s Degree from accredited institution AND two (2) years’ experience working in revenue management environment, preferably with at least one (1) year of supervisory experience, OR an equivalent combination of closely related education, experience, work, and training in an environment of comparable size and scope. Experience working in a sales, inventory or revenue management environment-preferably hospitality related.
• Ability to effectively develop and deploy yield management strategies that support individual department goals, as well as corporate revenue management initiatives.
• High comfort level working in inventory management systems and POS systems.
• Strong written and verbal communication skills.
• Analytical mindset, ability to understand revenue trends and declines and adjust pricing structure and yield strategy as necessary.
• Strong knowledge and ability to use electronic media, marketing, and distribution platforms to generate incremental revenue for managed asset(s).
• Ability to analyze and interpret basic financial/market data.
• Ability to facilitate weekly yield management meetings, including establishing and prioritizing agenda items and collection of data to execute meeting effectively. Performance Measurement: Excellent performance for the Director of Guest Services at Epic Waters will be measured by the achievement of revenue goals set forth for the ramp-up period and continued operation of the property. Meeting revenue goals, forecasting effectively, take advantage of all market trends to maximize the revenue potential for all departments. Physical, Schedule and Work Requirements:
• Must have the availability work during normal operating hours of the waterpark.
• Must work weekends and holidays , with minimal requests for extended periods of time off, especially during peak season. Any prior commitments must be discussed before start date.
• This position will require the ability to work extensively with computer programs to track and update statistics and data. Must be able to think analytically with precision.

Job Type: Full-time

Pay: $60,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 10 hour shift
• Day shift
• Evening shift
• Holidays
• Morning shift

Ability to Relocate:

• Grand Prairie, TX 75052: Relocate before starting work (Required)

Work Location: In person

Salary : $60,000 - $65,000