Guest Services - Admissions Supervisor [YR]

Callaway Resort & Gardens (CGR) is an iconic 2,500-acre resort destination featuring a variety of lodging choices, unique garden attractions, seasonal special events, 36 holes of golf, fishing, biking trails, and residences. Located in scenic and historic Pine Mountain, Georgia, Callaway reflects the dream of its founder Cason J. Callaway 75 years ago. Currently CGR is part of Herschend Enterprises, Resort and Lodging Division, as part of a family of companies focused on family entertainment. For over seven decades Herschend Enterprises has operated with the purpose of bringing families closer together by Creating Memories Worth Repeating®. Herschend Enterprises is considered the largest family-owned themed attractions corporation. As an equal-opportunity employer, we strive to provide environments where every host, guest, and partner feel welcome, valued, and loved. We firmly believe that words and actions matter, which is why all individuals are to be treated equally and with respect. 

Responsibilities and Duties 

Admissions Operations 

• Oversee daily operations of all admission gates, ticketing points, and entry processes 

• Ensure accurate ticket scanning, cash handling, and adherence to admissions policies 

• Manage capacity control, queue management, and guest flow during high-volume periods 

• Collaborate with Transportation, Safety, and Operations teams to mitigate congestion and delays 

• Monitor real-time attendance data and adjust staffing and operations accordingly 

Guest Services Leadership 

• Lead Guest Services operations including guest inquiries, accessibility services, lost & found, and issue resolution 

• Serve as the escalation point for complex guest concerns, complaints, and service recovery 

• Ensure consistent service standards across all guest-facing teams 

• Champion a culture of hospitality, professionalism, and accountability 

Staff Leadership & Development 

• Recruit, hire, train, schedule, and supervise admissions and guest services staff 

• Ensure adequate staffing levels aligned with attendance forecasts and special events 

• Hold the team accountable to our brand standards at all times 

Safety, Compliance & Risk Management 

• Ensure compliance with all safety procedures, emergency response protocols, and accessibility requirements 

• Partner with the Safety team on incident response and documentation 

• Maintain operational readiness for weather events, medical incidents, and evacuation scenarios 

• Ensure all staff are properly trained on emergency and guest safety procedures 

Planning, Communication & Collaboration 

• Support planning and execution of major events, festivals, and seasonal programs (e.g., Fantasy in Lights, Pumpkins at Callaway, Celebrate Spring, Summer at Callaway) 

• Collaborate with Guest Experience, Transportation, Retail, and Recreation teams 

• Communicate operational updates clearly to frontline teams and leadership 

• Participate in post-event reviews and recommend operational improvements 

Administrative & Financial Oversight 

• Monitor labor costs and scheduling efficiency 

• Maintain SOPs for admissions and guest services functions 

Qualifications 

 Education & Experience:   

• 2+ years of experience in guest services, admissions, hospitality, attractions, or similar operations 

• 1+ years of supervisory or management experience 

• Strong leadership, communication, and problem-solving skills 

• Ability to remain calm and decisive in high-pressure environments 

• Experience managing high-volume guest flow and frontline staff 

• Flexible schedule required, including nights, weekends, and holidays 

• Adept in recognizing hazards and proposing mitigations. 

• Ability to creatively resolve problems in a dynamic atmosphere. 

 Physical Requirements: 

• Long hours are sometimes required.  

• Exerting up to 50 pounds of force occasionally, and /or 25pounds of force frequently or constantly to lift, carry, push, pull   or otherwise move objects.  

• Ability to stand for long hours at a time.  

• Ability to sit for extended periods of time.  

 Skills & Qualifications:  

• Be able to positively motivate and lead a team, conveying information and ideas clearly and effectively so that ownership of high levels of guest service is understood to be the role of each individual team member. 

• Be able to evaluate and select among alternative courses of action quickly and accurately 

• Be able to work well in high-pressure situations while maintaining composure and objectivity, including the ability to listen carefully to and resolve guest issues to the satisfaction of the affected guests. 

• Be able to identify potential guest issues and then develop methodologies to prevent or limit the impact of those guest issues during guest visits. 

• Be able to assimilate complex information and data for various sources and consider, adjust or modify to meet the constraints of the need. 

• Be able to effectively listen to, understand, and clarify concerns and issues raised by team members and guests. 

• Be able to work with and understand financial information and data and perform basic math functions.