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Manager of Guest Services at SANTA CRUZ SEASIDE COMPANY

Posted in Management 30+ days ago.

This job brought to you by eQuest

Type: Full-Time
Location: Santa Cruz, California





Job Description:

Deadline to apply: June 7, 2019


JOB SUMMARY:
Leads by example for staff by providing the highest level of Guest Service. Under direction, responsible for interviewing, supervising, training, coordinating, reviewing, and scheduling work for the Communications/Disptach office, Guest Services and Season Pass/Group Sales office staff. Oversees cash handling transactions, conducts cash counts and reconciliation's and assures that company monies are handled safely and professionally. Trains and motivates staff to provide exceptional guest service.


JOB TASKS (IN ORDER OF IMPORTANCE):
•Greet every Guest and answer Guests questions and provide consistent, friendly and helpful guest service.
•Assist in assuring that staff provide exceptional guest service, meet safety standards, performance standards,
security standards, and grooming standards.
•Assure that staff greet the public in a friendly and courteous manner and deals with guest complaints in an efficient
and positive manner.
•Establish and maintain cooperative relationships with other departments of the company.
•Interview, train, supervise, coordinate, review, and schedule work for Guest Services and Season Pass/Group Sales
office staff to ensure the smooth operation of the two offices.
•Serve as Manager on Duty for Boardwalk Operations while following all closing, security, safety and operating
standards.
•Oversee the work of staff performing a variety of cash handling transactions, performs a safe count and assures safe
handling of company money.
•Solve problems and assure staffing requirements are met.
•Handle difficult Guest complaints.
•Ensure that the Santa Cruz Seaside Company policies and procedures are followed.
•Work as a team leader and maintain high level of professional conduct in the office.
•Prepare, monitor and evaluate the department budget.
•Check payroll records for hourly employees.
•Oversee company communications operations including the main company switchboard and all radio and paging
systems.
•Oversee CCTV/Active monitoring system with 24 hour dispatching.
•Oversee the guest service and season pass group sales operations including annual passes, birthday parties, group outings, greeters and other special programs.
•Oversee and assure mail room is operating efficiently and effectively.
•Oversee employee programs including paychecks distribution, parking stickers, bus passes, comp. passes during the
summer and the concessionaire's ID card program.
•Oversee and/or performs many guest service tasks such as: check cashing, gift certificate sales, and local
information.
•Keep record of parking stickers and ride counts.
•Administer outside alarm contracts for company Life Safety Systems.
•Develop and implement policies, systems, procedures and guides.
•Attend meetings, trainings and conferences.
•Coordinate with the marketing department for annual passes, group sales, record keeping and mailings.
•Prepare work requests when needed.
•Maintain training guides, checklists, forms, documents and databases.
•Use computers to input and access data and to prepare reports.
•Oversee permit sales for on and off site parking lots.
•Perform other duties as assigned.


KNOWLEDGE, SKILLS, AND ABILITIES:
•Knowledge of the principles and practices of supervision and training.
•Knowledge of the principles and practices of planning, organizing and scheduling work.
•Ability to work as a team leader, to motivate staff to provide consistent, friendly and helpful guest service and to
coordinate between the Guest Services and Season Pass/Group Sales office and other departments.
•Ability to train, supervise, schedule, evaluate, and motivate staff.•Ability to learn, apply and explain Company policies and procedures.
•Ability to oversee cash handling transactions, conduct cash counts, reconcile and assure that company
money is handled safely and professionally.
•Ability to make quick effective decisions and act firmly and fairly to solve complaints.
•Ability to communicate effectively with the public and employees in person and via telephone in a professional
positive and friendly manner.
•Ability to establish and maintain positive and professional relationships with other departments.
•Ability to develop and implement policies, systems, procedures and training guides.
•Ability to develop and monitor a budget.
•Ability to handle multiple tasks simultaneously.
•Ability to keep complete and accurate records.
•Ability to oversee the 24 hour operation and/or operate a busy switchboard efficiently.
•Ability to assure that emergency calls are responded to promptly and effectively.
•Ability to maintain confidentiality.
•Ability to input and access data and prepare reports using a computer.
•Ability to establish and maintain professional business office operations.