Manager, Admissions and Guest Services

Overview

Joining our team means you'll lead one of the most visible and impactful operations in the park, creating exceptional first and last impressions for millions of guests each season.

 

As the Manager, Admissions & Guest Services, you will provide leadership for the park's Admissions, Guest Services, and Parking Operations. You will oversee a high-volume operation that welcomes millions of guests each year while leading a team of leaders and team members committed to delivering safe, efficient, and memorable guest experiences.

Responsibilities

• Lead the daily operation of Admissions, Guest Services, and Parking Operations to ensure safe, efficient, and guest-focused experiences.
• Recruit, hire, train, coach, and develop seasonal supervisors, team leaders, and team members.
• Foster a culture centered on safety, guest service, teamwork, accountability, and continuous improvement.
• Monitor staffing levels, labor utilization, and operational performance to ensure efficient operations while maintaining exceptional guest service.
• Partner with Ride Operations, Aquatics, and other operating departments to administer the park's Guest Accessibility Program, ensuring an inclusive and seamless experience for all guests.
• Collaborate with Security, Food & Beverage, Marketing, Park Services, Human Resources, and other park departments to support daily operations and special events.
• Analyze operational metrics including attendance, throughput, labor, guest satisfaction, and service recovery trends to identify opportunities for improvement.
• Respond to and resolve escalated guest concerns while empowering leaders to deliver exceptional service recovery.
• Ensure compliance with company policies, cash handling procedures, ADA guidelines, and operational standards.
• Develop and implement process improvements that enhance operational efficiency and elevate the overall guest experience.
• Maintain a visible presence throughout the operation by providing leadership, coaching, and support to leaders and team members.

Qualifications

• Bachelor's degree in Business, Hospitality Management, Recreation, Tourism, or a related field preferred.
• Five (5) or more years of progressive leadership experience in hospitality, attractions, theme parks, entertainment, retail, or another high-volume guest service environment.
• Demonstrated experience leading and developing large teams in a fast-paced operational environment.
• Strong leadership, interpersonal, and communication skills with the ability to motivate and develop others.
• Excellent guest service, conflict resolution, and problem-solving abilities.
• Experience using operational metrics and data to drive business decisions and improve performance.
• Strong organizational skills with the ability to prioritize multiple responsibilities in a dynamic environment.
• Proficiency with Microsoft Office and operational technology systems.
• Availability to work a flexible schedule, including evenings, weekends, holidays, and extended hours during peak operating seasons.