Guest Services Assistant Manager

Posted by U.S. National Whitewater Center on 08/16/2021

Job Basics

Industry Sector: Action, Bike, Fitness, Lifestyle, Outdoor, WaterSports

Job Categories: Hospitality & Lodge Staff, Management, Operations

Company Type: Recreation

State: NC, SC

City: Charlotte

Country: United States

Required Experience: 3 - 5 years

Job Type: Full Time

Salary:

Required to Relocate:

Required to Travel:

Employee May Telecommute: No

Job Seeker Must Live Within:

Job Description & Requirements

The Guest Services Assistant Manager is a key leadership position with a critical role in the fulfillment of the Whitewater Center brand promise of delivering high quality experiences. The Guest Services Department serves as the point of contact for all Whitewater Center guests to facilitate customer engagement at the facility. The Guest Services Assistant Manager assists in leading the team of front-line staff responsible for assisting and guiding guests through their visit. Staff recruitment, training, and coaching are critical to the success of this role, as is effective problem solving and strategic thinking. The Guests Services Assistant Manager reports to the Guest Services Manager.

Responsibilities:

• Oversee the operation of various guest services locations and processes including pass sales, gear rentals, equipment storage, security, parking, custodial services, guest feedback, and inquiries.
• Execution of processes and procedures to ensure cleanliness, quality, consistent guest service delivery, and staff.
• Create a friendly and welcoming atmosphere for all guests.
• Manage first encounters with guests and act as a first responder to guest needs and issues
• Maintain a keen awareness of how the brand is being represented and demonstrate a relentless pursuit of meeting the brand promise.
• Other duties as assigned.

Process Improvement:

• Maintain a holistic perspective of operations in order to identify opportunities for improvement of the guest experience.
• Manage an efficient operation, demonstrate fiscal awareness, and continuously ensure the proper execution of tasks and utilization of resources.
• Participate in collaborative, strategic meetings with the aim of improving efficiency and guest experience.

Leadership:

• Oversee the recruiting, training, scheduling, coaching, and day-to-day management of Guest Services staff.
• Ensure that staff create a friendly and welcoming atmosphere for all guests and have in-depth knowledge of the organization’s products and services.
• Create and execute training processes for the operation of POS systems.
• Create and utilize key tools and metrics to measure team results and hold the team accountable to established goals and objectives.
• Contribute to the overall success of the USNWC by promoting its mission with guests and fellow employees.
• Clearly articulate and communicate performance expectations to staff.

Requirements:

• A Bachelor’s Degree in Business, Hospitality, Management, or another related field is preferred.
• 3 years of management-level experience in guest services, customer service, or the hospitality industry.
• Excellent customer service and communication skills.
• Ability to work well under pressure in a calm, mature, process-driven manner.
• Ability to process unique circumstances and provide positive resolution.
• Maintain a flexible schedule for varied workweeks and regular availability to work nights, weekends, and holidays.

Status:

Full-time,  Year-round

Supervisor:

Guest Services Manager

Benefits:

Facility Access

Staff Discount Program

Health, Dental, Vision

Flex Spending Account

401K

Paid Time Off

Guest Services:

The Guest Services Department is responsible for creating a friendly and welcoming atmosphere for all guests. The department provides exceptional customer care and clear communication with guests. Guest Services manages event production, private groups, retail operations, and all pass sales at the Whitewater Center.

Culture:

The Whitewater Center is dedicated to the promotion of the active, outdoor lifestyle. We are a team whose culture and work environment facilitates real engagement through real experiences. Since 2006, the Whitewater Center has engaged all levels of participants through its activity passes, instruction, and youth programming as well as its festivals, races, and other outdoor events. Opportunities can be found at the Whitewater Center for those interested in active summer jobs, a gateway into the outdoor lifestyle, or furthering your career in the outdoor industry.

Legal Disclosures:

The Whitewater Center provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, the Whitewater Center complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

NOTICE: Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. The Whitewater Center is an employer who participates in the E-Verify program.

Application Link 

About U.S. National Whitewater Center

The Whitewater Center is currently comprised of over 1,300 acres of protected land offering 50 miles of trail and access to the Catawba River and Long Creek.  The Center’s goal is to continue to increase the size of these protected lands and promote even greater access through land acquisition and natural resource management. Whether you visit to ride 50 miles of single-track trail or simply enjoy eating a meal by the whitewater course, we are certain that you will meet new people and connect with old friends in a shared experience outside.