Assistant Guest Services Manager

Ridgedale, MO
Guest Services
11-16-2020
TOR
Depends on Experience  Annual
Full Time
Varies

Position Summary:

The most important aspect of this position is to lead your teams to contribute to the one-of-a-kind experience at Top of the Rock. This position is to lead and manage the guest service team at Top of the Rock and drive the highest levels of guest service presentation.  Hire, train and manage guest service associates in the Welcome Center, and the Museum.   Deliver on revenue, associate satisfaction and guest satisfaction goals.  Effectively manage a budget, flexing labor as necessary.

Essential Functions:

  • Drive exceptional guest service using genuine Ozark hospitality
  • Work with Human Resources to hire, train, coach, and when necessary discipline and terminate associates
  • Ensure that guests and associates participate in the cave tour safely
  • Achieve revenue, associate engagement, and guest satisfaction goals
  • Willingness to take on special projects as assigned.
  • Ensure that all daily, weekly, month-end, mid-year and year end tasks are completed correctly and in a timely manner.
  • Communicate courteously with guests by telephone, email, letter and face to face
  • Analyze statistics and reservations to determine the level of customer service and the amount of bookings daily
  • Train staff to deliver a high standard of customer service
  • Learn about all activities at Big Cedar Lodge, Johnny Morris’s Top of the Rock Ozarks Heritage Preserve, and Dogwood Canyon Nature Park to keep the staff up to date and have great communication with changes in a timely manner
  • Handle customer complaints or any major incidents

 

Candidate Profile:

  • Education and Experience
  • 2 years experience in guest service.
  • 1 year management experience
  • 4 year degree in a related field preferred
  • Skills and Knowledge
  • Writing - Communicating effectively in writing as appropriate for the needs of the audience.
  • Basic Computer Skills - Using basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
  • Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
  • Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
  • Analytical/Critical Thinking - The ability to gather and organize information using a logical and systematic process; recognize patterns and relationships in complex data; examine data to identify implications, problems and draw appropriate conclusions; generate alternative solutions to problems; evaluate strengths, weaknesses and consequences of alternative solutions and approaches to solving problems.
  • Guest and Personal Service - Knowledge of principles and processes for providing guest and personal services. This includes guest’s needs assessment, meeting quality standards for services, and evaluation of guest satisfaction.
  • Number Facility - The ability to add, subtract, multiply, or divide quickly and correctly.
  • Originality - The ability to come up with unusual or clever ideas about products, services or situations, or to develop creative ways to solve a problem.

Management Competencies

  • Adaptability - Ability to effectively adjust to major changes in work tasks or the work environment.
  • Aligning Performance for Success - Skilled at focusing and guiding others in accomplishing work objectives.
  • Building a Successful Team - Skilled at building a cohesive team and facilitating goal accomplishment.
  • Building Trust - Ability to interact with others in an honest, fair and respectful way; giving others confidence in one's intentions and those of the organization.
  • Communication - Skilled at clearly conveying information and ideas through a variety of media; engaging the audience and helping them understand and retain the message.
  • Customer Focus - Ability to develop and sustain productive customer relationships; actively seeking information to understand and address customers' needs.
  • High Work Standards - Sets high standards of performance for self and others; assumes responsibility and accountability for successfully completing assignments or tasks.
  • Planning and Organizing - Skilled at establishing courses of action for self and others to ensure work is completed efficiently.
  • Problem Solving / Decision Making - Ability to identify and understand issues, problems, and opportunities; using effective approaches for choosing a course of action or developing solutions.