Guest Services Manager

Company : Owa Current Openings

Job Type : Full Time

Foley, United States

Job Description - Guest Services Manager

DUTIES AND RESPONSIBILITIES:

Lead, coach, and develop Guest Services supervisors and ambassadors

Foster a culture centered on hospitality, accountability, and teamwork

Ensure exceptional guest satisfaction by proactively resolving concerns and empowering team members to make service recovery decisions

Monitor guest feedback and identify opportunities for continuous improvement

Oversee admissions, ticketing, season passes, cash handling, cabana rentals, locker rentals, and front gate operations

Develop operational guidelines for Guest Services

Manage staffing schedules to align with business demands while controlling labor costs

Maintain compliance with company policies, safety standards, and operational procedures

Partner with Operations, Aquatics, Food & Beverage, Retail, and Security to deliver seamless guest experience

Analyze operational metrics and prepare reports related to guest satisfaction, labor, revenue, and productivity

Assist with budgeting, forecasting, and departmental planning

Support special events, group sales, and VIP experiences

Achieve business goals and objectives set forth by the General Manager and Property Manager

Develop and manage annual operating budgets for the Guest Services department

Promote a healthy, safe, and hazard-free work environment

Interview and hire prospective team members

Create and execute training, coaching and team development programs, including administering corrective actions when needed

Anticipate the guest’s needs and service requirements and work with team to incorporate into operational plans

Resolve guest concerns in person, over the phone, and through written correspondence

Initiate and manage ticket creation process through third-party point-of-sale and e-commerce vendors

Manage, monitor, track, and report ticket sales and park attendance, including over/shorts resolution, wristband inventory, and hourly/daily attendance reporting

Manage the waterpark cabana rental program, including monthly reporting to vendors for revenue split on cabana sales

Manage the locker rental program for the theme park and waterpark

Manage internal complimentary ticket and season pass requests, including monitoring for unusual activity

Manage the Give Kids the World Passport charity program

Participate in the Manager-On-Duty (MOD) program for Tropic Falls

Performs other duties as assigned

QUALIFICATIONS:

Proven ability to lead, motivate, and develop large teams

Excellent communication, conflict resolution, and problem-solving skills

Experience with POS and ticketing systems (Accesso: Siriusware/ Passport software experience preferred)

Strong organizational skills and attention to detail

Ability to thrive in a fast-paced, guest-focused environment

High School diploma or GED

Minimum five (5) years’ work experience in a guest services environment is preferred

Verifiable supervisory experience of ten (10) or more employees for a minimum of two (2) years is preferred

Proficient with Microsoft Outlook, Word, Excel, PowerPoint, or similar

Must possess a valid state driver’s license

Able to lift twenty (20) pounds unattended and forty (40) pounds with assistance

Willing and able to work odd or irregular hours including nights, weekends, and holidays

Able to work in sunny, hot, humid, cold, and rainy conditions

Strong communication skills with ability to motivate a team, deliver quality results, and maintain a positive attitude

Ability to adequately and successfully perform all duties and responsibilities of this position

Interested applicants can apply directly to www.visitowa.com/employment.

To maintain document integrity and ensure optimal system processing, please submit your resume and supporting files in PDF format.

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About the Company

Owa Current Openings

OWA Parks & Resort is a 520-acre family fun destination on the Gulf Coast in Foley, AL with theme park, unique dining and live entertainment.

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Guest Services Manager

Job Description - Guest Services Manager

About the Company

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