Guest Services Asst. Manager

The Assistant Guest Services Manager assists in directing, planning, organizing, supervising, and participating in the operations of Lagoon's Guest Service Office and Strollers 'N Stuff locations. This position helps oversee guest relations, Lost and Found operations, stroller, wheelchair, and wagon rental programs, guest accommodations, guest communication programs, and guest assistance services throughout the park. The Assistant Guest Services Manager helps ensure guests receive accurate information, professional assistance, and timely resolution of concerns while promoting a safe, welcoming, and guest-focused environment. 

This position assists with supervising Guest Service Supervisors, Guest Service Hosts, and other assigned team members and actively participates in recruiting, onboarding, training, coaching, and developing department personnel. The Assistant Guest Services Manager works closely with operational departments to resolve guest concerns, improve the overall guest experience, and ensure department operations are conducted efficiently and in accordance with Lagoon's policies and procedures. 

Essential Functions of the Job 

• Assist in directing, supervising, scheduling, training, coaching, and supporting Guest Service Supervisors, Guest Service Hosts, and other assigned team members.  
• Assist with the daily operations of the Guest Service Office and Strollers 'N Stuff locations.  
• Provide leadership and support for guest relations, guest accommodations, stroller, wheelchair, and wagon rental programs, Lost and Found operations, and guest assistance services.  
• Ensure guests receive accurate Park information, directions, policies, and assistance in a professional and courteous manner.  
• Respond to and assist in resolving guest concerns, complaints, service recovery situations, and special requests while maintaining a positive guest experience.  
• Coordinate with Ride Operations, Guest Arrivals, Safety and Security, Food and Beverage, Retail, and other departments to address guest needs and operational concerns.  
• Assist with administration of the Lost and Found program, including procedures for receiving, documenting, storing, and returning guest property.  
• Monitor guest feedback, complaints, surveys, and service trends and communicate opportunities for improvement.  
• Assist in developing, maintaining, and updating department operating procedures, training materials, service standards, and departmental manuals.  
• Conduct regular inspections of guest service facilities, rental equipment, storage areas, and workspaces to ensure cleanliness, organization, safety, and operational readiness.  
• Assist with monitoring department labor usage, operating expenses, inventory levels, and equipment needs.  
• Participate in hiring, onboarding, training, coaching, performance management, and development of department team members.  
• Ensure compliance with Company policies, guest service standards, safety requirements, cash handling procedures, and applicable regulations.  
• Prepare reports, maintain records, and assist with monitoring departmental performance and guest satisfaction metrics.  
• Serve as Manager on Duty for the department when assigned and provide leadership support during peak operating periods and special events.  
• Support Park operations during special events, group events, and peak attendance periods.  
• Perform other duties as assigned. 

Required Qualifications/Abilities 

• Must be at least 18 years of age.   
• Previous supervisory or management experience required.  
• Previous experience in guest services, hospitality, tourism, attractions, entertainment, retail, or a related customer service environment preferred.  
• Strong leadership, employee development, coaching, and team-building skills.  
• Excellent verbal and written communication skills.  
• Ability to effectively handle difficult situations, resolve conflicts, and exercise sound judgment in guest service situations.  
• Strong organizational, planning, and problem-solving abilities.  
• Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.  
• Ability to maintain confidentiality and appropriately handle sensitive guest and employee information.  
• Strong computer skills including Microsoft Office and other business software applications.  
• Experience handling cash transactions, balancing funds, maintaining records, and overseeing point-of-sale operations preferred.  
• Ability to prepare reports, analyze operational information, and monitor department performance.  
• Knowledge of guest service principles, service recovery practices, and amusement park operations preferred.  
• Ability to work collaboratively with leaders and team members across multiple departments.  
• Ability to obtain and maintain any required Company certifications or training.  
• Must possess a valid driver's license or be able to obtain one.  
• Ability to work a flexible schedule including days, evenings, weekends, holidays, and extended shifts as operational needs require. 

Working Conditions 

• This position requires working in an environment that includes exposure to high noise levels, large crowds, and other factors typical to an amusement park setting.  
• This position will perform essential job duties outdoors and be exposed to environmental elements including, but not limited to, extreme heat or cold, wind, dust, noise, rain, snow, and direct sunlight.  
• This position also performs essential job duties in an indoor office environment and guest service locations. Work may involve prolonged periods of sitting, standing, computer use, telephone communication, handling guest transactions, responding to guest inquiries, and performing administrative and operational support functions. 

Physical Requirements 

The physical demands described below must be met to successfully perform the essential job responsibilities.? 

• Must be able to use fingers, hands, arms, and legs to reach, operate equipment, perform routine safety checks, and use hands to handle or feel.  
• Able to sit, stand, walk, crouch, kneel, reach above the head, or stoop for the duration of a shift up to eight (8) hours.  
• Able to regularly lift and/or move up to twenty-five (25) pounds and up to fifty (50) pounds assisted.  
• Able to move equipment which would include pushing, pulling, bending, and lifting.  
• Able to walk quickly to and from job locations throughout the park as operational needs require.  
• Must have sufficient hearing and visual acuity to observe guests, department operations, and safety concerns.  
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.