Guest Services Manager- Adventhealth Sports Park At Bluhawk

GUEST SERVICES MANAGER - AdventHealth Sports Park at BluhawkBSP SFM, LLCLOCATION: Overland Park, KSDEPARTMENT: OPERATIONSREPORTS TO: DIRECTOR OF OPERATIONSSTATUS: FULL-TIME (EXEMPT)ABOUT THE COMPANY:AdventHealth Sports Park at Bluhawk is a premier sport, recreation and entertainment destination focused on improving the health and economic vitality of Overland Park, Kansas. You will be joining a championship level team focused on fun, fulfillment and service built to enrich the community as well as your career and personal growth. AdventHealth Sports Park at Bluhawk is managed by Sports Facilities Management, LLC (SFM), a Sports Facilities Companies (SFC) Organization. SFC is the nation's leading resource for managing and developing sports, recreation, wellness, and events facilities. We provide a highly collaborative and supportive culture that raises our team members to new levels of career growth. Together, we will carve a path in a hyper-growing industry where you will enjoy the journey and learn from the industry's best while having some fun.SFC was awarded national recognition as a Top Workplace and is considered a workplace of choice. Our mission-focused company is highly entrepreneurial, team-oriented with a culture centered on collaboration, accountability, excellence, and service. We are growing rapidly and looking for high performers at every level to grow with us.POSITION SUMMARY:The Guest Services Manager is expected to provide world-class customer service to all visitors and always displays a vast amount of knowledge of the facility's programs and offerings. In addition, this position will provide programming, retail, FEC, inventory, and event support by executing a variety of clerical and operational tasks. PRIMARY RESPONSIBILITIES WILL INCLUDE, BUT ARE NOT LIMITED TO THE FOLLOWING:Create and effectively coordinate the staff schedule for the Guest Services TeamGreet guests and provide prompt answers and directions as needed

Cultivate an environment of world-class guest service with enthusiasm to all visitors and customers

Help ensure compliance with transaction and finance protocols Ensure all phone calls are answered according to our greeting standards

Assist with registering customers for adult and youth programming

Assist day-pass guests with payment and facility orientation

Be knowledgeable about prices, programming, and the daily schedule

Provide accurate, clear, and concise radio communication whenever appropriate

Process registration, rental, retail, and birthday party payments Help maintain accurate records of participant waivers, event information and incident reports

Maintain confidentiality with guest and Team Member information

Hire, train, and develop the Guest Services TeamHelp provide a guest feedback/concerns medium for communication, and directing that feedback to the appropriate supervisor

Assist with scheduling and executing all facility events and parties

Assist in developing key stakeholder relationships to help achieve a first-class guest experience

Assist in facility schedule coordination and communication

Distribute collateral materials (flyers, etc.) to cross promote all facility programs; Maintain flyers in facility for parties, distribute to guests, program participants and cross market, as appropriate

Effectively collaborate with all Event Coordinators to help ensure accurate and consistent event relevant communication

Additional duties as assigned by the Director of Operations and/or General Manager THE IDEAL CANDIDATE HAS:A strong passion for serving

Proficient administration skills

Proven ability to learn new software programs

Proven success in managing multiple tasks at one time

Experience in dealing with sporting events as a consumer, or other relevant experience

Experience and success in customer service, leadership, and organization

Action-oriented personality with a 'get it done' attitude and proficiency for efficiency

Proven ability to evaluate team member performance based on established KPI'sMINIMUM QUALIFICATIONS:3-5 years of customer service experience is preferred

Bachelor's Degree in related field is preferred

Flexible work schedule (e.g., nights, weekends, holidays, and long hours) and regular attendance necessary

Excellent communication skills, both verbal and written

Ability to maintain focus in a high-volume, fast-paced environment

Must have excellent guest service skills

Must be detail-oriented and have outstanding organizational skills

Ability to multi-task and prioritize

Ability to remain calm and focused in difficult and stressful situations

Must take personal initiative for the betterment of the team and facility

Commitment to the safety and wellbeing of othersWORKING CONDITIONS AND PHYSICAL DEMANDS:Must be able to lift 20 pounds waist high

May be required to sit or stand for extended periods of time whether indoors or outdoors, and squat, stoop, or bend

Will be required to operate a computer

Facility has intermittent noise

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