Guest Services Manager - Sand Mountain Park & Amphitheater

GUEST SERVICES MANAGER - Sand Mountain Park & Amphitheater

Sports Facilities Management, LLC

LOCATION: Albertville, AL

DEPARTMENT: MEMBERSHIP

REPORTS TO: SR. DIRECTOR OF BUSINESS DEVELOPMENT

STATUS: FULL-TIME (EXEMPT)

ABOUT THE COMPANY:

Sand Mountain Park & Amphitheater is a premier sport, recreation and entertainment destination focused on improving the health and economic vitality of Albertville, AL. You will be joining a championship level team focused on fun, fulfillment and service built to enrich the community as well as your career and personal growth.

Sand Mountain Park & Amphitheater is a member of The Sports Facilities Companies (SFC) and is the nation's leading resource for managing and developing sports, recreation, wellness, and events facilities. We provide a highly collaborative and supportive culture that raises our team members to new levels of career growth. Together, we will carve a path in a hyper-growing industry where you will enjoy the journey and learn from the industry's best while having some fun.

SFC was awarded national recognition as a Top Workplace and is considered a workplace of choice. Our mission-focused company is highly entrepreneurial, team-oriented with a culture centered on collaboration, accountability, excellence, and service. We are growing rapidly and looking for high performers at every level to grow with us.

POSITION SUMMARY

The Guest Services Coordinator is expected to provide world-class customer service to all visitors and always displays a vast amount of knowledge of the facility's programs and offerings. In addition, this position will provide camp development and implementation, Sand Mountain Park inventory, child watch development and operation with a variety of clerical activities and related tasks.

PRIMARY RESPONSIBILITIES WILL INCLUDE, BUT ARE NOT LIMITED TO THE FOLLOWING:

• Directly aligns with and enforce the SMPA Mission Statement and Core Values
• Create and effectively coordinate the staff schedule for the Guest Services Team
• Greet guests and provide prompt answers and directions as needed
• Cultivate an environment of world-class guest service with enthusiasm to all SMPA visitors, members, and customers
• Help ensure compliance with all cash handling procedures
• Ensure all phone calls are answered according to our greeting standards
• Register guests for leagues, camps, clinics, drop-ins, etc.
• Assist day-pass guests with payment and facility orientation
• Be knowledgeable about prices, programming, and the daily venue schedule
• Provide accurate, clear, and concise radio communication whenever appropriate
• Process registration payments, membership payments and rental payments on the phone and in-person
• Maintain accurate records of participant waivers, event information and incident reports
• Record league scores and print game sheets as needed
• Maintain confidentiality with guest and Team Member information
• Resolve all guest concerns and complaints and/or direct to appropriate Manager
• Ensure we are always compliant with all Child Watch standards & requirements
• Coordinates the Child Watch schedule and activity focuses each week
• Helps build strong relationships with each child's parents/guardians to ensure a great Child Watch experience
• Hire, train, and develop the Guest Services Team and Child Watch Team
• Help provide a guest feedback/concerns medium for communication, and directing that feedback to the appropriate supervisor
• Complete special projects, daily assignments and other duties as directed by management
• Assist with scheduling and coordinating all facility events and parties
• Ensure all party details are executed as planned, tracked: with detailed and organized files tracking party reservations, monies collect, waivers collected, food orders, party bags, etc. and that all details for parties are completed accurately and timely
• Communicate clearly and timely with Manager(s)-On-Duty (MOD), Event Coordinator, Fitness Floor Staff, Aquatics Staff, and party hosts to ensure proper setup, coordination of activities, and cleanup for all parties
• Assist in developing relationships with key businesses/schools in the community to help build our event portfolio
• Collaborate with the Assistant General Manager and the Guest Services Team to ensure all parties are reserved in RecDesk and communicated as needed to appropriate team members
• Distribute collateral materials (flyers, etc.) to cross promote all facility programs; Maintain flyers in facility for parties, distribute to guests, program participants and cross market, as appropriate
• Effectively collaborate with all Event Coordinators to help ensure accurate and consistent event relevant communication

THE IDEAL CANDIDATE HAS:

• A strong passion for serving
• Proficient administration skills
• Proven ability to learn new software programs
• Proven success in managing multiple tasks at one time
• Experience in dealing with sporting events as a consumer, or other relevant experience
• Experience and success in customer service, leadership, and organization
• Action-oriented personality with a 'get it done' attitude and proficiency for efficiency
• Proven ability to evaluate team member performance based on established KPI's

MINIMUM QUALIFICATIONS:

• 4-6 years' experience in youth programming is preferred
• 3-5 years of customer service and cash handling experience is preferred
• Bachelor's Degree in related field is preferred
• Flexible work schedule (e.g., nights, weekends, holidays, and long hours) and regular attendance necessary
• Excellent communication skills, both verbal and written
• Ability to maintain focus in a high-volume, fast-paced environment
• Must have excellent guest service skills
• Must be detail-oriented and have outstanding organizational skills
• Ability to multi-task and prioritize
• Ability to remain calm and focused in difficult and stressful situations
• Must take personal initiative for the betterment of the team and facility
• Commitment to the safety and wellbeing of others

WORKING CONDITIONS AND PHYSICAL DEMANDS:

• Must be able to lift 20 pounds waist high
• May be required to sit or stand for extended periods of time whether indoors or outdoors, and squat, stoop, or bend
• Will be required to operate a computer
• Facility has intermittent noise