Guest Services Manager - Draft

Job Title: Guest Services Manager

Location: California Dreamin' Cal Expo, Sacramento and or San Jose California

Overview: California Dreamin', with current locations in Sacramento situated in the heart of Cal Expo, and another location in San Jose California, is seeking a dynamic and customer-focused Guest Services Manager to oversee guest relations, information desks, and handle guest inquiries. The Guest Services Manager plays a pivotal role in ensuring exceptional guest experiences by providing information, assistance, and support to park visitors. If you have a passion for hospitality, strong leadership skills, and a commitment to delivering outstanding guest service, we invite you to join our team!

Key Responsibilities:

1. Guest Relations Management:

• • Manage the guest services team and ensure they are trained to provide friendly, efficient, and knowledgeable assistance to park visitors.
  • Develop and implement guest service standards, policies, and procedures to ensure consistency and excellence in guest interactions.
  • Handle escalated guest inquiries, complaints, and concerns in a professional and empathetic manner, striving to resolve issues to the guest's satisfaction.
  • Monitor guest feedback and satisfaction metrics, analyze trends, and implement improvements to enhance the overall guest experience.
    

2. Information Desk Operations:

• • Oversee the operation of information desks located throughout the park, ensuring they are adequately staffed and equipped to provide accurate and timely information to guests.
  • Develop and maintain informational materials, maps, and guides to assist guests in navigating the park, accessing attractions, and understanding park policies and procedures.
  • Train information desk staff on park offerings, services, and amenities, and empower them to anticipate guest needs and provide personalized assistance.
    

3. Guest Inquiries and Assistance:

• • Serve as the primary point of contact for guest inquiries, providing information on park attractions, events, hours of operation, ticketing, and other relevant topics.
  • Assist guests with special requests, such as accessibility accommodations, lost and found items, and park amenities, ensuring their needs are addressed promptly and courteously.
  • Coordinate with other departments, such as security, maintenance, and concessions, to address guest inquiries and resolve issues in a timely manner.
    

4. Staff Training and Development:

• • Conduct regular training sessions and workshops for guest services staff to enhance their product knowledge, communication skills, and problem-solving abilities.
  • Provide ongoing coaching, feedback, and support to guest services team members, fostering a culture of continuous improvement and professional growth.
  • Recognize and reward outstanding performance and contributions from guest services staff, motivating them to deliver exceptional service and exceed guest expectations.
  • Ensure all employees are aligned with the park's cultural values, norms, and behaviors, supporting the organization's mission, vision, and strategic objectives.

Qualifications:

• Bachelor's degree in hospitality management, business administration, or a related field; equivalent work experience may be considered.
• Minimum of 3-5 years of experience in guest services, guest relations, or customer service management, preferably in the hospitality or entertainment industry.
• Strong leadership, communication, and interpersonal skills, with the ability to inspire and motivate a diverse team of guest services representatives.
• Excellent problem-solving abilities, with a customer-focused approach to addressing guest inquiries, complaints, and concerns.
• Proficiency in computer applications, including Microsoft Office Suite and customer relationship management (CRM) software.
• Knowledge of amusement park operations, attractions, and entertainment offerings is preferred.
• Flexibility to work weekends, holidays, and evenings as needed.

Benefits:

• Competitive salary commensurate with experience.
• Comprehensive benefits package including medical, dental, and vision coverage, retirement savings plan, and paid time off.
• Employee discounts on park admission, retail merchandise, and food and beverage purchases.
• Opportunities for professional development and career advancement within the organization.
• Exciting and rewarding work environment with the opportunity to make a positive impact on guest experiences and operational excellence.

Application Process: Interested candidates are invited to submit their resume and cover letter outlining their qualifications and relevant experience to [HR email address]. Only qualified candidates will be contacted for interviews. California Dreamin' is an equal opportunity employer committed to diversity and inclusion in the workplace.