Ark Encounter Guest Services Assistant Manager
The Guest Services Assistant Manager oversees the team that ensures our guests’ exceptional experience inside the main attraction – the Ark – as well as special attractions inside the park such as our carousel, virtual reality ride, and mining sluice. This includes daily operations of these attractions as well as providing an exceptional, frictionless experience for our guests. The Assistant Manager helps to lead a team of coordinators and hourly staff that provide direction and assistance to guests by relating to and equipping guests in a unique, engaging way. This position has a career path to fit your professional growth goals through professional development and managing a large staff to achieve great results by tackling challenges while having fun along the way.
This position will allow one to impact others through a service mindset centered on making an eternal difference. This position should display our Core Values of SERVE (Serve, Equip, Relate, Value, Engage) when interfacing with both internal and external customers to ensure that the message and mission of Answers in Genesis is portrayed in an effective and God-honoring fashion. This position provides opportunities for spiritual, personal, and professional development.
Responsibilities
- Promote the mission and standards of Answers in Genesis.
- Create a SERVE culture environment in all work done.
- Approach all tasks with a second mile mindset.
- Prioritize personal integrity in all interactions and assignments.
- Oversee and promote the spiritual, personal, and professional development of all team members being led.
- Supervise coordinators and leadership for daily operations
- Review daily attendance forecasts and upcoming special events to determine staffing
- Coordinate with AV, Technology, and Maintenance departments to proactively prevent and resolve technical difficulties
- Ensure guests’ frictionless experience with attractions by maintaining a standard deviation of ride time based on attendance projections.
- Maintain and document current knowledge in virtual reality technology such as STC Vive Headsets and ride operations
- Maintain brochure racks to make sure they are always filled
- Frequently inspect guest engagement zones for brand standards and request corrective action for any issues
- Provide inspection calibrations of staff operations to ensure compliance with SOPs
- Coordinates with Health and Safety and Department of Public Safety to ensure safe operations for staff and guests.
- Promote the department’s vision of providing excellent service to all guests
- Direct staff in assisting guests with mobility rentals
- Generate and use tools of recovery to resolve guest complaints
- Maintain a work atmosphere that enhances the spiritual growth of all team members
- Continually evaluate SOPs and seek improvements for the benefit of guests and staff
- Oversee the professional development of all team staff through one-on-one meetings, coaching, and training opportunities.
- Promote effective communication between staff and management
- Assist as needed with staff scheduling, payroll, and other administrative duties
- Assist with interviews for seasonal staff within operations
- And all other duties and responsibilities assigned by management.