Customer Service and Support, Hospitality, Travel, Tourism, Management
4 Year Degree
The Guest Services Director is a key leadership position with a critical role in the fulfillment of the U.S. National Whitewater Center’s (USNWC) brand promise of delivering high quality experiences. The Guest Services Department consists of two areas that have similar overlap in form and function – guest services and retail. The Guest Services Director leads a management team of full-time, year-round staff and a seasonal staff in each respective area. Among other responsibilities, the Guest Services Department serves as the point of contact or concierge for all guests at any time. Quality staff recruitment, training, and coaching are critical to the success of this role, along with effective problem solving and strategic, goal-driven thinking.
Guest Experience • Oversee the operation of various guest services locations and processes including pass sales, group check-in, gear rentals, equipment storage, security, parking, custodial services, guest feedback, and inquiries • Manage first encounters with guests, and act as a first responder to guest needs and issues • Manage efficient retail operations of Outfitters including vendor relationships, product knowledge, purchasing, merchandising, inventory management, receiving, customer order fulfillment, and management of a P&L statement • Function as a glue and gap filler for conjoining pieces of the guest’s experience • Maintain a keen awareness of how the brand is being represented and demonstrate a relentless pursuit of meeting the brand promise
Interdepartmental Communication • Facilitate essential interdepartmental communication in an effort to coordinate and maintain high quality guest experiences • Collaborate with the Events Department when hosting groups on-site and provide support as necessary • Coordinate with a third-party custodial team to maintain the cleanliness and appearance of the facility • Coordinate with third-party security team for coverage of overnight and special event shifts
Process Improvement • Maintain a holistic perspective of operations in order to identify opportunities for improvement of the guest experience • Manage an efficient operation, demonstrate fiscal awareness, and continually ensure effective execution of tasks and effective utilization of resources • Function as a back stop or catch all for the organization on needs or issues that might otherwise go unattended • Participate in collaborative, strategic meetings with the aim of improving efficiency and guest experience
Leadership • Oversee the recruiting, training, scheduling, coaching, disciplining, and day-to-day management of Guest Services and Retail staff • Ensure staff create a friendly and welcoming atmosphere for all guests and have in-depth knowledge of the organization, products, and services offered • Create and execute training processes for use and troubleshooting of POS systems • Create and utilize key tools and metrics to help measure team results and hold the team accountable to established goals and objectives • Contribute to the overall success of the USNWC by promoting its mission with guests and fellow employees
• A Bachelor’s Degree in Business, Hospitality, Retail Management, or another related field is preferred • 5 years of management-level experience in guest services, customer service, or the hospitality industry is preferred • Experience with P&L management • Excellent customer service and communication skills • Ability to work well under pressure in a calm, mature, process-driven manner • Ability to process unique circumstances and provide positive resolution • Maintain a flexible schedule for varied workweeks and regular availability to work nights, weekends, and holidays
About U.S. National Whitewater Center
The U.S. National Whitewater Center (USNWC) is dedicated to the promotion of the active lifestyle. Since 2006, the USNWC has been promoting access to the outdoors for all levels of participants through its 30+ land and water-based activities, outdoor instruction and certification programs, festivals, races, films, and various outdoor events throughout the year. Whether you visit the Center’s 1,300 acres on the Catawba River or engage in the brand’s mission through one of our off-site initiatives, the USNWC empowers guests to play, relax, and learn outside.
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