Job Description

Guest Service Manager (GSM) - also called Front Desk Manager

• Full Time, Salaried position with Benefits

A Guest Service Manager is responsible for working hand in hand with their management team. A Guest Services Manager works towards attaining the highest level of excellence in customer service and a team environment.

Will build relationships with the school's team, customers, and coach the team to do the same; while adhering to our core values and behaviors. Through meetings, reporting, in-store observations, hands-on leadership and side by side education a Guest Services Manager ensures that their schools are performing financially, meeting sales goals, operating smoothly and efficiently. They uphold our standards of safety and cleanliness adhering to our core values and behaviors.

Scheduling/Staffing/Training/Evaluations

• Forecast schools' hiring needs to accommodate business trends
• Work with your in-school management team to interview, hire, train, evaluate, and deliver disciplinary actions, as needed
• With your team, ensure all management responsibilities are assigned and followed through on during management time off and assist as needed
• Work alongside General Manager and Aquatics Manager to provide a positive work environment

Customer Service

• Ensure new processes and procedures are rolled out and initiated in your schools by all staff accurately and effectively
• Address and resolve any customer complaints or issues in a manner reflecting our core values and behaviors within 48 hours.

Sales:

• Ensures that new customer leads are followed up on properly in order to drive revenue
• Monitors weekly revenue, conversions and sales trends
• Communicates monthly and weekly revenue, enrollments and multi-day enrollment goals to your Guest Service Associate team
• Ensures the Guest Service Associate team is attempting to save all customers who want to withdraw from our program
• Implements and facilitates monthly Guest Service Associate games/contests in order to increase sales opportunities.

Payroll/Budgeting:

• Make sure to call staff in later or send them home earlier as class schedule changes throughout the day based on student attendance in order to minimize payroll as needed.
• Oversee building needs and communicate with upper management to get needs addressed

Weekly Duties

• Correct missed clock-ins and clock-outs for payrolls
• Managing and leading a team
• Participate in weekly management meeting to recap previous week and set plans in motion for upcoming week
• Ensure that the Guest Service Associate team is following through on all their responsibilities
• Maintain a clean, organized, and safe work area
• Work with your leadership team to ensure that they have all the tools and support needed in order to run all operations efficiently and effectively.
• Make sure your staff is maintaining a clean and well-stocked sales area
• Maintain inventory of Guest Service Associate staff shirts/ ollie shirts/ retail wall items/ office supplies
• Follow up on customers' reviews in Listen 360 and from the internet
• Ensure opening/closing procedures are done correctly
• Build new shifts for new hires and send out takeover emails to communicate with parents on new coaches
• Listen to phone calls weekly and review with Guest Service Associate staff to coach for continued education and improvement.
• Evaluate Guest Service Associate staff on tours to coach for continued education and improvement.
• Upload receipts and invoices on the drive as they come in
• Ensure all Monday fixes are completed
• Monitor desk staff -90% attendance policy
• Come prepared to weekly meetings with schools management team

Monthly Duties

• Review sales and revenue based on monthly goals
• Plan and conduct your monthly in-service with your Guest Service Associate staff
• Ensure billing prep is completed prior to billing on the 1st.
• Work with your General Manager to ensure all failed bills and future enrollment calls are handled within the time frame set forth.
• Prepare and deliver the annual and semi-annual reviews of the Guest Service Associate staff
• Update the boards around the school (graduation, staff, birthday and community)
• Update all location signage (table tops, coloring contest, changing room, front door announcement)
• Ensure all new initiatives/processes/procedures are trained on and implemented correctly by all staff
• Brainstorm with management teams to improve internal operational systems
• Maintain inventory of staff/ shirts

Required Qualifications:

• Previous management experience
• Strong leadership skills
• Strong communication skills (both written and verbal)
• Able to problem-solve creatively
• Able to multitask and hold yourself accountable to deadlines
• Able to hold others accountable
• Strong customer service skills
• Critical eye and attention to detail
• Strong organizational skills
• Able to follow through with responsibilities
• Able to build a team with a positive culture