Soaky Mountain Guest Services Asst. Manager

Wilderness Resort•Sevierville, TN

2d•Onsite

About The Position

The Guest Services Assistant Manager supports the management of all front-of-park operations to ensure a safe, efficient, and guest-focused experience. This role assists in overseeing Guest Services Supervisors and Associates, monitoring daily operations, and maintaining high standards for ticketing, season passes, parking, cabana rentals, lost and found, and guest inquiries. The Assistant Manager ensures compliance with company policies, safety protocols, and operational standards while identifying opportunities to improve efficiency, guest satisfaction, and team performance. This position requires strong leadership, attention to detail, and the ability to balance hands-on support with administrative responsibilities.

Requirements

Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups of guests, managers, executives and other employees of the organization.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
Ability to apply concepts of basic algebra and geometry.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
A valid Tennessee Driver’s License or the ability to obtain one within 30 days of hire
Strong leadership skills and ability to motivate people.
Requires good negotiation and listening skills.
Ability to act independently with little supervision.
Skilled in problem solving and staff training.
Detail oriented and efficiently handle multiple duties. Able to work a flexible schedule, including nights, holiday and weekends.
Requires the ability to operate various office equipment to include a computer, word processing, spreadsheets, voice mail, copier, fax, and calculator.
Requires a good understanding of company policies and procedures.
Working knowledge of waterpark amenities
Hands on manager, well organized, detail orientated, creative thinker
Ability to handle stressful situations
Good attendance and punctual.
Exhibits professionalism.
Exhibits good grooming habits.
Wears the proper uniform.
Works efficiently.
Follows all company policies, standard operating procedures and handbook
Conducts themselves in a professional manner with a positive attitude.

Responsibilities

Oversee daily operations of the Guest Services department to ensure accuracy, efficiency, and high-quality guest experiences
Supervise and support Guest Services Supervisors and Associates, providing coaching, feedback, and performance guidance
Create and manage staff schedules to ensure adequate coverage for all guest service areas
Track labor usage and operational expenses related to Guest Services and ensure budget compliance
Prepare and submit weekly reports to the Operations Manager, including labor data, operational expenses, and ticketing/revenue totals
Monitor and ensure proper execution of ticket sales, season pass processing, parking operations, cabana rentals, lost and found management, and guest inquiries
Conduct regular inspections and quality assurance checks of all guest service areas, identifying and addressing operational or service issues promptly
Lead onboarding and training programs for new and existing employees, including company policies, guest service standards, and operational procedures
Support employee morale and engagement by planning and executing recognition programs, team-building activities, and incentive initiatives incentives designed to promote a high-level of employee morale
Collaborate with other departments to support park operations and special events, ensuring seamless guest experiences
Identify opportunities for process improvements, operational efficiencies, and enhancements to the guest experience, and implement approved changes
Ensure compliance with cash handling procedures, financial accountability, and safety regulations
Assist with opening and closing procedures, ensuring all guest service areas are fully prepared for operations and properly secured at the end of the day
Lead by example by actively participating in guest service operations during peak times or staffing shortages
Conduct weekly Guest Service Leadership meeting to review performance, communicate priorities, discuss operational updates, and plan for improvements in guest services and team efficiency
Possess a thorough understanding of safety standards and the ability to influence and enforce behavioral compliance across a diverse team.
All other duties as assigned by management.