Assistant Manager, Guest Services at Sky Zone Full Time

Assistant Manager, Guest Services

Sky Zone is the largest indoor active entertainment operation in the world, with well-known brands including DEFY, Sky Zone, and Rockin’ Jump.

With more than 300 franchise and company-owned across the globe, we proudly host more than 40 million adventure movement enthusiasts every year. We are Purveyors of Awesome, and we thrive on creating memorable moments for our guests and team members. 

Working for Sky Zone is so much more than a “job”!  We have more than 4,500 team members throughout our company-operated parks, and we are committed to providing rewarding careers and development opportunities across all functions. Whether you contribute to serving our guests in our parks, or support our parks in a corporate role, we offer all team members a values-based culture, competitive pay, and diverse growth opportunities.

POSITION OVERVIEW

POSITION OVERVIEW

The Guest Services Assistant Manager is responsible for providing leadership through implementing operational strategies, policies, and procedures. The AGM will assist in recruiting quality team members, work to increase guest satisfaction, and implement best practices. They will be responsible for upholding compliance, efficiency, and profitability by working closely with the Guest Services Manager to oversee all Guest Services activities and promote a culture of high performance and integrity.

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QUALIFICATIONS

• 18 years of age or older.
• Completed high school diploma or equivalent education.
• A minimum of 1 year of supervisory or management experience.
• A minimum of 2 years of experience in recreation, fitness, retail, restaurant, hospitality, or a related high-volume customer service field.
• Possesses basic proficiency in technology such as MS Office Suite, Teams, and point of sale (POS) systems.
• Available to work nights, weekends, and holidays as needed.
• Reliable, coachable, self-motivated, and organized.

PHYSICAL REQUIREMENTS

• Must be able to sit consistently for long periods of time at a desk.
• Ability to frequently communicate and interact with employees and customers in a busy call center environment.

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RESPONSIBILITIES

Under the supervision and guidance of the Guest Services Manager, the AM will assist with the oversight in 5 areas that make our Guest Services Team stand out:

Leadership –

• Lead by example, operating with an elevated level of ethics and integrity in partnership with the Guest Services Manager.
• As second in command to the Manager, assume the role of Leader on Duty, and partner with the Manager in supporting Supervisors, Team Leads, and Team Members providing guidance, direction, and feedback.
• Become an expert in park operations and systems, safety, guest experience, and people management to better understand and partner with the parks’ staffing issues and priorities

People (Team & Guests) –

• Be a hands-on leader and role model willing to learn and execute every position on the Guest Services team.
• Support the Guest Services Manager in selecting talent through interviewing, hiring, and onboarding new Team Members.
• Help to train and develop existing and new Team Members in sales, guest experience, expectations, and compliance.
• Assist in managing Team Member performance through accountability, recognition, and rewards; effectively manage employee relations with the support of GM and HR if necessary.
• Coordinate with the Guest Services Manager to effectively schedule the team according to business needs, including sales, parties, guest experience, programs, facilities, maintenance, etc.
• Create a positive and cohesive culture by learning what motivates the team and recognizing them for individual and team successes.
• Provide memorable moments for our guests by taking the initiative, being responsive, and engaging in their experience, while managing NPS (Net Promoter Scores) and Guest/Member feed back
• Assist in conducting Corrective Action notices to team members when performance improvements are needed.

Guest Service, Sales, and Quality Assurance –

• Deliver and help drive sales results and develop strong practices for leading, coaching, and motivating a sales team.
• Share your creative ideas and best practices for ways to increase the company’s profit.
• Partner with the Guest Services Manager and, as a Leader on Duty, educate the team on key performance metrics (KPIs) and how they can contribute to company and team goals.
• Assist the Guest Services Manager in consulting with the park teams regarding party sales and updated park events, experiences, and information.
• Support the park teams in creating a positive party experience for both kids and parents from the first phone call until the time the guests leave the park.
• Help with the party preparation and planning process to make the delivery​ of the party experience easy for the park teams.
• Build and maintain a culture that values high quality guest interactions where we consistently exceed our Guest’s expectations.
• Collaborate with the Programs Team to optimize party and event processes, policies, and procedures.

Workforce Management

• Create and update the weekly schedule in our corporate scheduling tool. Send out schedule to team at least 3 weeks in advance.
• Review daily, weekly, and monthly stats with Manager and TLs to ensure proper phone, chat, and email coverage and adjust schedules according to PTO requests and business needs.
• Review and audit timecards, time punches, and team member attendance and provide discipline and guidance as needed.

KEY PERFORMANCE METRICS

The Assistant Manager will demonstrate measurable growth in the following areas:

• Develop to Exceeds Expectations or Meets Expectations in the outlined Sky Zone Leadership Competencies.
• Become familiar and partner with the General Manager in driving overall park business goals including event sales, guest service, labor/payroll %, NPS, safety and compliance, staffing.

Compensation: $32-35/hr. based on qualifications and experience.

Sky Zone is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.

Compensation:

$40,000.00 – $55,000.00

Compensation based on experience, qualifications, and performance.

Sky Zone is an equal opportunity employer.  We celebrate diversity and are committed to creating an inclusive environment for all team members.