GUEST SERVICES MANAGER - SPOOKY NOOK SPORTS : Job Details

The Guest Services Manager is responsible for overseeing the daily operations of all Guest Services areas. This position requires paramount managerial skills, customer service skills and organizational skills. The Guest Services Manager must create an atmosphere of professionalism, while ensuring awarm and welcoming environment to staff and guests.The salary range for this position starts at $45,000.NOTE: Because this position will involve routine interaction with children, all candidates must successfully obtain the following clearances PRIOR to beginning employment:

Ohio BCI

FBI Fingerprint-based criminal history clearance.

If you do not already have these, we recommend obtaining these as soon as possible to ensure your employment can begin promptly, as results may take up to 4 weeks to arrive. You must possess the Employment versions of each clearance and not the Volunteer versions.BenefitsWorking at the largest indoor sports complex in North America is an experience that compares to no other. The atmosphere is filled with energetic excitement that provide an uplifting ambience throughout the facility. The Nook takes pride in its friendly, guest-focused team members that make kindness contagious and help others succeed. As a full-time team member of the Nook, you will enjoy:

• Free family membership to our massive 80,000+ sq. ft. fitness center, including all the equipment you need to fit almost any training program. Membership also includes all group fitness classes.
• Affordable and comprehensive Medical, Dental, and Vision benefits
• Competitive PTO package
• Paid holidays
• 401k program
• 35% discount on food and beverage purchases, including the Forklift and Palate restaurant
• 35% discount on all Nook apparel
• Free child care (3-hour increments)
• Discounts on academy team programs, birthday parties, personal training, event space rental, and more!
• Local business discounts

Essential Duties and Responsibilities

• Greets all guests entering the facility or that contact the Company via phone
• Ensures customer service standards exceed expectations and communicates these expectations to team members
• Completes operating budget for Guest Services and maintains accountability for the budget
• Continually improves the customer service experience by developing and using data driven metrics
• Effectively enforces all Complex policies and answers questions to those policies in a knowledgeable and helpful manner
• Point of contact for all escalated customer service issues and resolves those issues in a kind, efficient, reliable and helpful manner
• Ensures parking passes for the Complex are inventoried and distributed to all necessary parties and maintains the proper count of paid versus non-paid traffic on paid parking days
• Creates and implements opening/closing procedures
• Recruit, interview, hire and train all Guest Service team members
• Develops a full-time team of guest service leads and evaluates their performance consistent with Company standards
• Ensures Guest Services team is informed of all activities in the facility and can answer guest questions
• Provides support to event organizers and ensures Guest Services team is informed of event detail information
• Creates team member schedules to ensure coverage needs are met, while also meeting budgeted expense figure
• Check timesheets for accuracy and submit for payroll processing
• Represents the Guest Services function operational meetings, providing feedback on operational opportunities for improvement
• Processes payments for internal programming registrations, memberships dues, and daily fees
• Remains calm during member/participant interactions involving urgent or stressful matters
• Creates, implements and holds staff accountable to all cash handling policies and procedures
• Schedules facility usage for members and guests
• Manage the Lost & Found process and ensure that items are stored securely
• Order and maintain inventory for department office supplies
• Other duties as needed or assigned

Basic Qualifications

• Minimum of 4 years in a customer service role
• Minimum of 2 years of supervisory experience
• 18 years of age or older
• Dependable transportation to and from work
• Language skills: Fluent knowledge of the English language; including the ability to read and interpret written information and speak and understand verbal communication
• Ability to fulfill the physical requirements of the position with any reasonable accommodations as necessary
• Availability to work a flexible schedule that includes evenings, weekends, and/or holidays as needed
• Authorized to work in the United States

Preferred Qualifications

• Highly dependable with a history of consistent attendance and punctuality
• Guest-focused/service-oriented; ability to see big picture and impact on Company. Supports Company mission as serves as an advocate for its products and services
• Demonstrates a positive and friendly attitude towards guests, customers, and fellow employees. Exhibits a respectful, professional demeanor
• Self-starting and motivated with the ability to work independently and take initiative
• Ability to multi-task and balance multiple projects/duties at once
• Team-focused mindset; willing to set own priorities aside to help others; contributes to building a positive team spirit and morale
• Detail-Oriented; Demonstrates a consistent level of accuracy and thoroughness; looks for ways to improve and promote quality
• Ability to remain calm in tense or stressful situations
• Integrity to safeguard confidential information
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, fractions, and decimals
• Experience communicating with individuals of diverse demographics
• Initiative to work efficiently with minimal supervision

Working Conditions

• Work environment: Upbeat, high-energy sports and event complex with heavy foot traffic and frequent large crowds.
• Physical requirements: While performing the duties of this job, the team member will be regularly required to perform physical activity that includes moving about the work area, standing, sitting, bending, reaching with hands and arms, lifting, pushing, pulling, talking, hearing and smelling. The team member will be frequently required to stoop, kneel, or crouch. He or she is required to have the visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned.
• Lifting requirements: The team member will occasionally be required to lift, push, pull, lower and/or move up to 40 lbs occasionally.
• Noise Level: The noise level in this environment is typically variable.
• Work schedule: The work schedule may fluctuate to including evenings, weekends, and holidays.