Guest Services Manager Job at Aramark (Stone Mountain)

Job Description

The Guest Services Manager (GSM) leads Retail, Food & Beverage, Parking and Ticket operations, including providing direct supervision to staff across Adventure Mountain. The GSM creates schedules and assigns daily work tasks to employees, ensuring all preparations are completed in advance for the day ahead and that the team is on task for delivering superior guest service. The Guest Services Manager is expected to train and provide regular coaching to staff, as well as to demonstrate quality leadership; continually going above and beyond, delivering outstanding customer service, and successfully resolving any guest situations that may arise.

Job Responsibility

Directly supervise staff in assigned areas, providing consistent coaching and mentoring to ensure staff are properly trained and able to carry out their duties effectively
Create schedules and monitor staffing levels
effectively utilize staff to ensure adequate coverage while being mindful of labor costs
Oversee daily operations across the property, including Retail, Food and Beverage, Parking, and Ticketing
Design and implement training programs to ensure that all staff are well-versed in daily job functions, safety awareness, and Aramark policies and procedures
Maintain a clear understanding of safety policies and procedures to ensure the safety of guests and act as a resource to staff
Promote security of company assets and a safe work environment through daily maintenance and housekeeping
Respond to guest complaints and concerns and ensure that issues are effectively resolved in a timely manner
Monitor stock inventory and manage order and replenishment process
Operate in conditions that involve exposure to, at times, extreme elements and temperatures and assist with duties such as: snow removal, snow grooming, and other duties as assigned
Provide excellent customer service and maintain a positive demeanor towards guests, clients, co-workers, etc.
Responsible for ordering, storing and inventory of all supplies necessary to perform daily operations
Perform other duties as assigned

Requirements

Previous retail/guest service experience required
Previous supervisory experience required
Must be of legal age (to work with alcohol) and provide proof of having completed a responsible alcohol training and certification program within 2 weeks of hire
Candidate must be willing to be hands on with staff and operations and be willing to work event-based hours that include evenings and weekends
Ability to operate equipment such as Photocopier, Vacuum Cleaner, Calculator, Printer, Telephone, Computer, Point of Sale (POS) System
This role may have physical demands including, but not limited to, lifting, bending, pushing, pulling and/or extended walking and standing
This role may also require uniforms and/or usage of Personal Protective equipment (PPE)

Nice to have

Bachelor's Degree preferred
Previous experience in employee engagement and communications preferred

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Guest Services Manager

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