Guest Service Manager

Guest Service Manager (GSM) - also called Front Desk Manager

• Full Time, Salaried position with Benefits

Scheduling/Staffing/Training/Evaluations

• Forecast schools' hiring needs to accommodate business trends
• Work with your in-school management team to interview, hire, train, evaluate, and deliver disciplinary actions, as needed
• With your team, ensure all management responsibilities are assigned and followed through on during management time off and assist as needed
• Work alongside General Manager and Aquatics Manager to provide a positive work environment

• Ensure new processes and procedures are rolled out and initiated in your schools by all staff accurately and effectively
• Address and resolve any customer complaints or issues in a manner reflecting our core values and behaviors within 48 hours.

• Ensures that new customer leads are followed up on properly in order to drive revenue
• Monitors weekly revenue, conversions and sales trends
• Communicates monthly and weekly revenue, enrollments and multi-day enrollment goals to your Guest Service Associate team
• Ensures the Guest Service Associate team is attempting to save all customers who want to withdraw from our program
• Implements and facilitates monthly Guest Service Associate games/contests in order to increase sales opportunities.

• Make sure to call staff in later or send them home earlier as class schedule changes throughout the day based on student attendance in order to minimize payroll as needed.
• Oversee building needs and communicate with upper management to get needs addressed

Weekly Duties

• Correct missed clock-ins and clock-outs for payrolls
• Managing and leading a team
• Participate in weekly management meeting to recap previous week and set plans in motion for upcoming week
• Ensure that the Guest Service Associate team is following through on all their responsibilities
• Maintain a clean, organized, and safe work area
• Work with your leadership team to ensure that they have all the tools and support needed in order to run all operations efficiently and effectively.
• Make sure your staff is maintaining a clean and well-stocked sales area
• Maintain inventory of Guest Service Associate staff shirts/ ollie shirts/ retail wall items/ office supplies
• Follow up on customers' reviews in Listen 360 and from the internet
• Ensure opening/closing procedures are done correctly
• Build new shifts for new hires and send out takeover emails to communicate with parents on new coaches
• Listen to phone calls weekly and review with Guest Service Associate staff to coach for continued education and improvement.
• Evaluate Guest Service Associate staff on tours to coach for continued education and improvement.
• Upload receipts and invoices on the drive as they come in
• Ensure all Monday fixes are completed
• Monitor desk staff -90% attendance policy
• Come prepared to weekly meetings with schools management team

• Review sales and revenue based on monthly goals
• Plan and conduct your monthly in-service with your Guest Service Associate staff
• Ensure billing prep is completed prior to billing on the 1st.
• Work with your General Manager to ensure all failed bills and future enrollment calls are handled within the time frame set forth.
• Prepare and deliver the annual and semi-annual reviews of the Guest Service Associate staff
• Update the boards around the school (graduation, staff, birthday and community)
• Update all location signage (table tops, coloring contest, changing room, front door announcement)
• Ensure all new initiatives/processes/procedures are trained on and implemented correctly by all staff
• Brainstorm with management teams to improve internal operational systems
• Maintain inventory of staff/ shirts

Required Qualifications:

• Previous management experience
• Strong leadership skills
• Strong communication skills (both written and verbal)
• Able to problem-solve creatively
• Able to multitask and hold yourself accountable to deadlines
• Able to hold others accountable
• Strong customer service skills
• Critical eye and attention to detail
• Strong organizational skills
• Able to follow through with responsibilities
• Able to build a team with a positive culture