Guest Services Manager

Job Summary

The Guest Services Manager serves in a dynamic dual-role, functioning both as a frontline agent, and as a leader within the Guest Services department. This position is responsible for delivering exceptional service directly to guests while also supporting team operations through supervisory guidance, service-recovery efforts, and daily workflow management.

Essential Duties and Responsibilities

- Efficiently manage high-volume inbound call flow, including answering, documenting, routing, and resolving guest calls from a busy main platform. Ensure all incoming calls are handled professionally and aligned with service standards. - Demonstrate proficiency in navigating a high-volume environment using multi-channel communication tools and CRM technology. Utilize Salesforce for case creation, ticketing, documentation, guest history review, and workflow management. - Serve in a leadership capacity for team members by addressing questions, providing guidance, and assisting with service recovery efforts to resolve guest concerns effectively. - Monitor and analyze performance metrics by utilizing dashboards and key performance indicators (KPIs) to assess team effectiveness, identify trends, and support data-driven operational decisions. - Proactively gather and consolidate information from internal teams and external partners regarding guest inquiries, issues, and product knowledge; maintain organized digital and physical resource libraries for full-time, seasonal, and temporary staff. - Prepare and deliver summarized pre-shift notes, event briefings, operational updates, and critical information regarding topics such as onsite activities, parking, and event flow. - Track, document, and monitor guest inquiries, tickets and complaints across all communication channels including in Salesforce; respond promptly and professionally, or route to appropriate departments for resolution. - Partner with team members to troubleshoot guest issues, implement solutions, resolve concerns, and escalate critical matters when necessary - Perform service recovery efforts and train cross-functional departments in service recovery techniques and best practices. - Create and deliver training materials to ensure the seasonal workforce is equipped to deliver exceptional guest service. - Provide in-person support and resolution for on-site guest concerns and escalations. - Support team staffing efforts through interviewing, onboarding, training, and continued mentorship. - Using performance metrics and KPIs, provide recommendations on staffing and scheduling to Director of Guest Services. - Assist with Guest Services departmental projects and broader CDRT initiatives as assigned. - Assist with the fulfillment of the company’s guest service Training Program, including facilitating employee recognition initiatives, material distribution, and participation in committee meetings. - Assist with off-season and dark-day events as assigned. - Report, monitor and assign operational and guest-related incidents during Live Race Meets to the appropriate departments using the 24/7 system or other authorized reporting platforms. - Perform additional responsibilities as needed to support overall business objectives and enhance the guest experience.

Required Skills and Abilities

- Candidate should be proficient with various software tools, such as spreadsheets, databases and web-applications, including but not limited to: Word, Excel, Outlook, PowerPoint, and other MS Suite applications. Experience with Salesforce and other CRM platforms is preferred. Ability to learn new applications as required. - Diplomatic personality, able to collaborate with wide variety of personalities and backgrounds, under pressure while maintaining calm demeanor. - Demonstrated ability to manage multiple projects concurrently. - Strong written communication skills, with ability to collect, analyze and disseminate information in a detailed and efficient manner

Education and Experience

- Bachelor’s Degree preferred. - Experience in a high-volume Contact Center environment and interacting with the public on a regular basis.