JR GUEST SERVICES MANAGER

POSITION SUMMARY:

The Jr. Guest Services Manager is responsible for overseeing Jungle Island’s guest-facing service functions. This position ensures a welcoming and efficient entry experience for all guests, The manager serves as a departmental lead, guiding frontline guest service staff and ensuring seamless coordination between operational execution, program development, and guest satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Essential Duties:

• Oversee the front gate, admissions, and wayfinding experience, ensuring smooth guest entry and exit.
• Recruit, train, and manage the schedules of guest services personnel to ensure adequate daily coverage.
• Establish and enforce service standards and SOPs across all guest touchpoints.
• Recruit, train, schedule, supervise, and evaluate Guest Relations staff.
• Provide ongoing education, coaching, and feedback to Guest Relations personnel regarding hospitality, conflict resolution, and sales opportunities (encounters, membership, etc.)
• Utilize sound judgement to resolve guest issues in accordance with Jungle Island policies.
• Serve as escalation point for guest feedback and ensure timely resolution of complaints.
• Work collaboratively with Call Center, Marketing, and Park Ops to coordinate group visits, online ticketing, and service flow.
• Develop daily service briefings and weekly performance recaps.
• Prepare and monitor budget forecasts for guest services functions.
• Track KPIs to include guest satisfaction, upselling performance, and program participation.
• Collaborate cross-departmentally to support seasonal activations and park events.
• Ensure compliance with safety, accessibility, and brand guidelines across all programs and staff conduct.
• Participate in leadership meetings and contribute to overall park strategy and service delivery.

Safety and Security:

• Responsible for creating and maintaining a physically and mentally safe working environment for all staff.

• Maintain first aid and CPR certifications.
• Respond to all emergency situations in the park.