Soaky Mountain Guest Services Asst. Manager

SUMMARY: Manages, directs and controls all operational aspects of guest services including admissions, parking, and guest services while maintaining the highest level of safety and guest service standards.  This requires constant hands on attention to the staffing and organizing of team to ensure guest satisfaction and to minimize the potential for operational risks, including injuries and illness.  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.  Plans, staffs, organizes controls and directs all team members in admissions, parking, and guest services.  Observe and evaluate employee’s performance and complete required performance reviews. Responsible for opening the admissions and parking operations everyday by the designated opening times.  Permission to close due to “threatening weather” conditions must be obtained by the General Manager. Maintain an adequate inventory of admissions supplies including but not limited to ticket stock, season passes, receipt paper. Make certain an adequate amount is on-hand and readily available prior to the summer season. Ability to recognize unsafe situations and notify upper management of the concern. Update pricing and product on webstore and POS system. Maintain a sanitary work environment.  Ensure employee schedules are completed, approved and posted in a timely fashion. Be prepared to work in the emergency absence of another department. Must provide proper staffing as to minimize overtime. Minimizing overtime is a priority. Provide input to management on existing staffing matrix in each of the areas of responsibility. Assign specific responsibilities to all department staff to ensure that all guests receive excellent service.  Responsible for interviewing, hiring, training and terminating of all department staff in compliance with the company policy as well as following procedures for appropriate disciplinary action, when applicable. Responsible for implementing a method of accounting for all items sold, registering all sales in POS. Oversees all ticket transactions, turnstile greeters and season pass office.  Monitors the efficiency of team members conducting ticket sales, ticket counts at the gate, and season passes processed. Accountable for enforcing all park policies and procedures while maintaining guest satisfaction and profitability of the company. Manage telephone support including, messages, call backs, guest service information. Maintains a healthy and safe working environment for all staff and assures compliance with all safety policies, procedures and SOP’s; Communicates with Management on concerns. Consult Operations Manager prior to making any marked changes to our product lines or general practices. Work closely with the Sales and Marketing department to execute all group functions as related to admission. Supervise entrance and exit gates as well as ticket window operations. Ensure smooth, quick, and efficient entry and exit for all customers. All other duties as assigned by management.   SUPERVISORY RESPONSIBILITIES: Directly supervises employees.  Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. EDUCATION and/or EXPERIENCE: Level 5 Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.   LANGUAGE SKILLS: Level 4 Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of guests, managers, executives and other employees of the organization.    MATHEMATICAL SKILLS: Level 3 Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry.   REASONING ABILITY: Level 5 Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.   CERTIFICATES, LICENSES, REGISTRATIONS: A valid Tennessee Driver’s License or the ability to obtain one within 30 days of hire    QUALIFICATIONS: Strong leadership skills and ability to motivate people.  Requires good negotiation and listening skills. Ability to act independently with little supervision. Skilled in problem solving and staff training.  Detail oriented and efficiently handle multiple duties. Able to work a flexible schedule, including nights, holiday and weekends. 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 waterpark amenities Hands on manager, well organized, detail orientated, creative thinker Ability to handle stressful situations Good attendance and punctual. Exhibits professionalism. Exhibits good grooming habits. Wears the proper uniform. Works efficiently. Follows all company policies, standard operating procedures and handbook 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: While performing the duties of this job, the employee is required to: Regularly stand, walk, sit and talk or hear Occasionally stoop, kneel, crouch or crawl and climb or balance Lifting Activities: While performing the duties of this job, the employee is required to: Frequently lift or move up to 10 pounds Occasionally lift or move up to 25 pounds   Vision Requirements: Close, distant, color, peripheral, depth and ability to adjust and focus   WORK ENVIRONMENT: Regularly exposed to wet or humid conditions (non-weather) and outdoor weather conditions     Noise Levels: Moderate