Guest Services Assistant Manager

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Charlotte, NC, US

25 days ago Requisition

The Guest Services Assistant Manager is a key leadership position with a critical role in the fulfillment of the Whitewater Center brand promise of delivering high quality experiences. The Guest Services Department serves as the point of contact for all Whitewater Center guests to facilitate customer engagement at the facility. The Guest Services Assistant Manager assists in leading the team of front-line staff responsible for assisting and guiding guests through their visit.

Staff recruitment, training, and coaching are critical to the success of this role, as is effective problem solving and strategic thinking. The Guests Services Assistant Manager position is a full-time, benefits-eligible role that reports to the Guest Services Manager.

• Oversee the operation of various guest services locations and processes including pass sales, gear rentals, equipment storage, security, parking, custodial services, guest feedback, and inquiries.
• Execution of processes and procedures to ensure cleanliness, quality, consistent guest service delivery, and staff.
• Manage first encounters with guests and act as a first responder to guest needs and issues
• Maintain a keen awareness of how the brand is being represented and demonstrate a relentless pursuit of meeting the brand promise.
• Manage an efficient operation, demonstrate fiscal awareness, and continuously ensure the proper execution of tasks and utilization of resources.
• Participate in collaborative, strategic meetings with the aim of improving efficiency and guest experience.
• Oversee the recruiting, training, scheduling, coaching, and day-to-day management of Guest Services staff.
• Ensure that staff create a friendly and welcoming atmosphere for all guests and have in-depth knowledge of the organization, products, and services offered
• Other duties as assigned

• A Bachelor’s Degree in Business, Hospitality, Management, or another related field is preferred.
• 3 years of management-level experience in guest services, customer service, or the hospitality industry.
• Excellent customer service and communication skills.
• Ability to work well under pressure in a calm, mature, process-driven manner.
• Ability to process unique circumstances and provide positive resolution.
• Maintain a flexible schedule for varied workweeks and regular availability to work nights, weekends, and holidays.

• Must be able to safely self-transport over uneven terrain or in a confined space
• Must be able to stand for sustained periods of time
• Must be able to lift and move at least 50 pounds
• Comfortable with physically demanding duties related to the team’s area of focus

• Access to Whitewater Center's pass activities
• Staff discount program and pro deals
• Health, Dental, Vision, FSA
• 401K
• Paid Time Off

The Guest Services Department is responsible for creating a friendly and welcoming atmosphere for all guests. The department provides exceptional customer care and clear communication with guests. Guest Services manages event production, private groups, retail operations, and all pass sales at the Whitewater Center.

Whitewater’s mission is rooted in the belief that we all share a genetic code that compels us to play outside and share these experiences with others. This mission is accomplished through promoting access and opportunities to play outside and bring people together. Our approach is simple:
Make it compelling and easy to engage with nature and invite others to join.

The Whitewater Center provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, the Whitewater Center complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

NOTICE:
Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. The Whitewater Center is an employer that participates in the E-Verify program.