Assistant Manager-Guest Engagement/Waterpark & Pools

This position will be responsible for bringing the brand promise to life in resort recreational and entertainment departments. The role serves as guest advocate and advisor to the Manager of Guest Engagement and leads the daily operations of assigned work teams in the waterpark and pool area.  Success in this role is measured primarily by onsite and post-stay guest survey responses evaluating the quality of the amenity and engagement offerings.

 

Ability to obtain a ILTP Lifeguard Instructor Certification is required

Current ILTP Lifeguard Certification required

COMPANY BENEFITS:

• Matching 401K 
• Growth & Developmental Opportunities
• Comprehensive Medical, Dental & Vision Benefits
• EAP – Employee Assistance Program
• PTO - Paid Time Off
• Travel Benefits, Discounts & FREE Vacations Points through our ClubGo Program
• Tuition Reimbursement & Continuing Education Courses
• Outstanding Company Culture

ESSENTIAL DUTIES AND TASKS:

• Hiring, training, coaching and scheduling of assigned team members.  Development of PDPs, evaluation and active coaching to develop Brandhearted guest engagement delivery staff. Demonstrate a culture of learning and mentorship for continual performance development.
• Analyze and recommend adjustments to staffing, performance targets and resources to achieve results. Assist with managing department engagement plans, talent review and succession planning.
• Demonstrate Brandhearted leadership by putting the brand at the center of all business decisions. Regularly seek and use guest feedback to build relationships with guests and drive continuous improvement in guest satisfaction. Ensure that special needs and requests of guests, VIPs, and repeat visitors are fulfilled.
• Promote and reinforce a brand culture in which team members understand their role and are inspired to deliver the branded guest experience and brand standards.  Actively model the brand behaviors in all aspects of the business.  Balance the urgency of meeting budget goals with focus on team, individual, and brand success.
• Assist with managing the daily execution of well-defined activities and entertainment strategies and programs developed by others.  Assist to implement and maintain consistent delivery of guest engagement brand standards and ways of working that create fun and immersive experiences for the entire family.
• Execute pre-defined programs and policies within assigned area and teams that maintain a safe and secure environment for guests, team members and resort assets in compliance with owner’s policies and procedures, and regulatory requirements.
• Maintain partnership and compliance with third party vendors for contracts, performance standards and inspections.

QUALIFICATIONS:

• High School Diploma or GED equivalent required. Four year college degree preferred
• 2 years customer facing service/hospitality
• Current nationally recognized ILTP Lifeguard certification required
• Ability to obtain ILTP Lifeguard Instructor Certification required
• Must be at least 18 years of age