Manager of Guest Services - Full-time

Overview

Manage the Guest Services areas of the Grand Ole Opry complex, including ticket takers, ushers and parking lot as well as special event set-up. Responsible for overall operational quality and financial efficiency of the Guest Services operation. Also responsible for serving as the manager on duty during events for Guest Services.

Responsibilities

PROFITABILITY

• Ensure that maximum profitability is achieved through maintaining labor and other expenses at a level appropriate to the show schedule and attendance, and by managing on-site aspects of the operation when serving as the manager on duty for Guest Services.

CUSTOMER SERVICE/GUEST SATISFACTION

• Responsible for consistently providing customers with the highest level of service.
• Follow Opry service standards and procedures.
• Handle guest comments, complaints and concerns, special needs and/or accommodations, working with other departments as needed.

OPERATIONS

• Manage day-to-day operations of Guest Service areas.
• Develop, implement and review policies and procedures.
• Ensure that all areas are clean and orderly; equipment is well-maintained; the highest level of safety is achieved for both employees and guests.
• Responsible for understanding and complying with applicable governmental agencies’ rules & regulations such as ADA.
• Ensure event recaps are completed and submitted on a timely basis.
• Responsible for overseeing bus parking, parking lot set-up, and communicators.
• Responsible for reporting and following up on any maintenance issues that arise in the facilities.

EMPLOYEE SUPERVISION

• Manage employees working in Guest Service areas.
• Responsible for all hiring, scheduling, training, evaluating and disciplining.
• Responsible for determining appropriate staffing needs for events.

FISCAL RESPONSIBILITY

• Responsible for achieving budgeted expense to revenue ratios.
• Ensure invoices are processed in a timely fashion (including reviewing, coding and sending to the next level for approval).

EMERGENCY PREPAREDNESS

• Ensure all Guest Service staff are properly trained on emergency procedures, working alongside Security to accomplish the results.

SPECIAL EVENTS

• Responsible for the planning and execution of special event staffing and support for Guest Services and for working with the Events team and client to ensure the client’s needs are met.

COMMUNICATION

• Regularly review each area of Guest Services progress with the appropriate team members, communicating financial updates, customer service issues, upcoming events, employee recognition, etc.
• Serve as “Manager on Duty” for public and private events and completed daily MOD reports for Guest Services.
• Perform other duties as assigned.

Qualifications

Education:

• High School diploma required. Bachelor’s degree or equivalent additional experience preferred.

Experience:

• Five years experience in the service industry with a minimum three years in management and/or supervision.

Licenses/Certifications:

• Valid drivers’ license with a satisfactory driving record, CPR certification.