Responsible for overseeing the daily operation of Guest Services at Gathering Place and acts as the “Host / Hostess” to the park. Leads the way with role modeling and setting the tone for Gathering Place hospitality including appropriate service recovery. Leader will act as a primary listening post and make recommendations related to service trends. Primary responsibilities include accountability for the Guest Services team, Character Program, and Volunteer / Docent Programs. Leader needs to ensure a safe and efficient operation, while focusing on guest service. Develop team members to become Gathering Place experts and storytellers. Leader will possess the ability to drive work that enables vibrant and robust programs that enhance the guest experience. This position will provide direct leadership including selection, scheduling, training, motivation, accountability, and reward and recognition of team members and volunteers.

Essential Functions (Including, but not limited to):

Leadership of the Guest Services teams

• Oversee scheduling, training, recognition, and accountability of Guest Services team
• Oversee operation of the welcome desk, phone, and email
• Oversee Lost and Found operation
• Lead Park Tours
• Train staff and volunteers to lead park tours
• Act as a role model of proactive guest service
• Report on trending topics related to the guest experience

Develop a robust Volunteer / Docent program

• Recruit a diverse group of volunteers
• Lead quarterly docent meetings and volunteer training sessions
• Organize volunteer requests and coordinate fulfillment
• Coordinate corporate volunteer group experiences

Characters (Mascots)

• Coordination of character appearances
• Oversee training of staff to act as characters and handlers
• Enhance and protect the brand

Other Duties

• Data collection
• Act as Manager on Duty, with direct oversight of daily park operation
• Manage annual budgets
• Development of training materials
• Project management

Qualifications:

• Bachelor's degree or 2 years of management experience, preferably in a like industry

Skills and Experience:

• Must have a flexible schedule, with the ability to regularly work evenings, weekends, and holidays.
• Must be motivational and able to lead a thriving guest-centered culture
• Must have very strong relationship building skills
• Must have very strong verbal and written communication skills
• Must be able to oversee the staff’s and volunteer’s level of service and engagement with a great degree of park presence
• Must have the ability to multi-task and manage multiple timelines.
• Skillful in project management and the capacity to anticipate needs.
• Must be able to think ahead and plan over a multiple year time span.
• Must have experience with managing budgets.
• Must think like an owner and able to make leadership decisions.
• Must be a self-starter with an ability to problem solve.
• Must be able to coach staff and reinforce performance to meet desired goals
• Must be able to counsel and provide corrective action in a positive manner and enthusiastic manner
• Must consistently portray a professional demeanor in all aspects of work
• Must be able to sit and/stand/or walk for long periods of time throughout the day
• Requires occasional carrying and lifting up to 50 pounds

Computer Proficiency:

• Must be proficient with Word, Excel, and Outlook, and be able to adapt well to various other computer programs.