Assistant Manager, Guest Services

The Assistant Manager, Guest Services plays a pivotal role in ensuring exceptional guest satisfaction by resolving challenges with empathy, efficiency, and a commitment to exceeding guest expectations. This position leads a team dedicated to high-standard service across the Main Entry and Guest Relations areas, acting quickly and thoughtfully to address a wide range of guest concerns and recovery scenarios. The Assistant Manager will actively collaborate with all departments across the theme park to provide seamless solutions that prioritize the guest experience, turning potential conflicts into opportunities for memorable service. Key responsibilities also include fostering a positive, inclusive team culture that values collaboration, continuous improvement, and team member growth. This role is dedicated to developing each team member, providing mentorship and support to enhance their problem-solving skills and service abilities. Additional responsibilities involve enhancing guest service quality through clear, actionable service goals to identify and help implement strategic changes that elevate both guest and team satisfaction. This role requires a proactive leader who can navigate complex guest needs and recovery situations, fostering positive relationships and ensuring service excellence at every touchpoint. Responsibilities Include: Upholds our Environmental Health and Safety standards. Mentors and counsels Team Members and supervisory staff while enforcing policies and procedures ensuring compliance of departmental standards. Builds internal cross departmental relationships to maximize efficiency and effectiveness. Works closely with Manager to coordinate development planning and training for Leads and Team Members. Completion of administrative responsibilities for the department to include team member schedules, time and attendance reconciliation and weekly labor summaries. Partner with Park Operations Management to investigate and ensure closed loop service recovery. Investigates incidents that occur including employee/guests’ complaints to ensure proper closing out, follow-up, and overall resolution of all incidents. Assists Manager in the hiring, training and development of Team Members and supervisory staff. Conducts one-on-one performance reviews and annual evaluations for Team Members and supervisory staff. Manages and observes associate’s performance to ensure proper coaching and training are implemented. Works with Management to analyze training material to ensure updates occur. Supports and implements Team Member and Guest Satisfaction programs (TSAT/GSAT). Builds a culture of Team Member rewards and recognition using company and department tools. Ensures that collective bargaining agreements are upheld by partnering with HR and Labor Relations to maintain positive union relationships. Investigates incidents including Team Member/Guest concerns and/or complaints. Leads by example by modeling the Core Values. Seeks, implements, and monitors best practices. Acts as a duty manager to support area coverage. Maintains both labor and non-labor departmental budgets. Oversees hourly Team Members and supervisory staff, providing direction, performance reviews and coaching. Conducts one-on-one performance reviews and annual evaluations for Team Members and Supervisor. Performs other duties as assigned.