Guest Services Manager Job at KemperSports (Williamsburg)

Guest Services Manager

KemperSports

Location:
United States , Williamsburg

Category:
Hospitality and Tourism

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

This position is responsible for the development and implementation of guest services across the facility with a focus on the front reception area and activity amenity areas. This leaders will focus on providing exceptional customer service and hospitality to all guests throughout the facility, while also supervising other employees in both our Guest Services and Adventure Gym Departments. This individual understands that they have the ability to impact the guest experience including support to other team members with enforcement of facility rules and regulations, maintaining order, and ensuring safety to all facility guests. The role requires a dynamic and energetic personality, personal drive, determination, and hard work in a fun, fast-paced environment. Additional responsibilities include facilitating relationships with all guests and use groups to maximize guest experience throughout the facility.

Job Responsibility:

Maintain composure and exercise sound judgment and discretion when dealing with facility guests, players, coaches and partners
Make effective decisions in areas of responsibility and take appropriate actions, as necessary
Supervise other team members in their roles supporting service and operations of the facility
Customer engagement at Ticket Area, Front Desk, Retail Area, Attractions ticket sales and/or Customer Relations Management (CRM) engagement
Greet, process customers’ orders at a point-of sale, quickly, efficiently and friendly
Recognize valid admission tickets, passes, or other appropriate admission credentials and allows entry to authorized individuals
Assist customers in assigned areas to meet their needs and offer recommendations based on the programs and selections offered
Enforce facility rules and regulations in assigned area of responsibility
Assist other staff in enforcing general rules and regulations, maintaining order, ensuring safety, and providing quality customer service to all guests
Receive and quickly act upon requests or complaints from guests
refer serious concerns with other managers
Maintain an extensive knowledge of the facility, and provide quality directions to guests regarding seating, concessions, events, and essential areas within the facility
Assist in evacuation of the facility, in the event of an emergency, while maintaining professional and calm demeanor
Support the operations of the business including facility opening and closing procedures, cash controls and all other functions in operating a customer service-based environment
Management oversight of the Adventure Gym (a large multi-use immersive youth venue)
with direct supervision of Adventure Gym Lead position
Lead role in managing KemperSports True Review and customer response platforms
Assist the Sales and Marketing Manager in execution of Sponsorship activations
Assist and support in the execution of Sports and Conferencing Events

Requirements:

BA or BS degree preferred
1-3 years applicable guest/customer service experience in a leadership role
Demonstrated experience and capability in the areas of budget development, fiscal management, strategic planning, staff management, marketing, sales, public relations and community relations
Demonstrated quality written, verbal, and interpersonal communication skills
Ability to analyze and solve problems
efficiently handle multiple duties under pressure with minimal supervision
work flexible hours as required including nights/weekends
Positive attitude, professional manner and appearance in all situations

Additional Information:

Job Posted:
March 20, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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