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.
Numbers & Facts
Location
Foley, Alabama
Website
https://visitowa.com
Skills
Amusement Parksunmatched
Budget Managementunmatched
Budgetingunmatched
Coachingunmatched
Communication Skillsunmatched
Conflict Resolutionunmatched
Continuous Improvementunmatched
Corporate Policiesunmatched
Corrective Actionunmatched
Cost Controlunmatched
Detail Orientedunmatched
Driver's Licenseunmatched
Food and Beverage Industryunmatched
Forecastingunmatched
High School Diplomaunmatched
Hospitality and Tourismunmatched
Leadershipunmatched
Maintain Complianceunmatched
Metricsunmatched
Microsoft Excelunmatched
Microsoft Outlookunmatched
Microsoft PowerPointunmatched
Microsoft Wordunmatched
Operational Auditunmatched
Operations Guidelinesunmatched
Operations Planningunmatched
Organizational Skillsunmatched
People Managementunmatched
Point of Sale (POS) Systemsunmatched
Problem Solving Skillsunmatched
Process Managementunmatched
Property Managementunmatched
Rentalsunmatched
Reporting Skillsunmatched
Retailunmatched
Revenue/Sales Reportingunmatched
Safety Processunmatched
Safety Standardsunmatched
Salesunmatched
Schedule Developmentunmatched
Team Buildingunmatched
Team Playerunmatched
eCommerce Salesunmatched
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