Guest Services and Operations Manager (58471)

The City is seeking an experienced, proactive Guest Services & Operations Manager to oversee front-desk staffing, guest experiences, marketing strategies, and administrative operations across our recreation facilities. This full-time supervisory role exercises independent judgment to optimize facility operations, drive pass sales, manage revenue streams, and build a high-performing customer service team.

Key Responsibilities

• Operational Management: Oversee day-to-day front desk operations, facility reservations, room setups, and digital/tech equipment troubleshooting across multiple sites. Establish short- and long-term operational goals, standard operating procedures, and safety protocols.
• Team Leadership & Development: Recruit, hire, train, schedule, coach, and evaluate guest services personnel. Foster a supportive, high-performance work environment focused on exceptional customer care and accessibility.
• Guest Experience & Quality Control: Address customer inquiries and complaints promptly. Monitor feedback, surveys, and operational data to continually improve service delivery and facility reputation.
• Financial & Budgetary Oversight: Assist in developing and managing the annual operating budget, revenue forecasts, and capital budget. Track expenditures, manage pass sales programs, and handle administrative reporting.
• Marketing & Communications: Collaborate on marketing campaigns, digital messaging, promotional materials, and pass sales initiatives to boost facility utilization and community engagement.
• Executive & Community Support: Prepare staff reports, represent the department in inter-agency meetings and committees, and provide high-level assistance to the Parks and Recreation Director.

The City of Wentzville is committed to being an employer of choice, offering prosperous and meaningful career opportunities and flexibility. The City offers excellent benefits, including health, vision, dental, employer-paid life insurance, long-term disability, a retirement pension, 13 paid holidays, five personal days, vacation time, sick time, tuition reimbursement, an employee assistance program, a discounted recreation center membership and much more.

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This job posting will remain open until a sufficient number of qualified applicants are received.

Job Qualifications - Education, experience, and training that are required or desirable in order to eectively perform the job at the time of hire. An equivalent combination of education, training, and experience will be considered. Additional requirements and/or substitutions may be requested and require the approval of HR.

• Bachelors degree in Recreation, Sports Management, Public or Business Administration, or related field required.

• Additional experience in the field may be considered in lieu of a degree.

• Minimum of five years of progressively responsible experience in recreation management required.

• Additional job-related advanced degrees or certifications may be considered in lieu of experience.

• Prior supervisory experience required.

• First Aid and CPR certification required.

• Certified Park and Recreation Professional (CPRP) certification preferred.

• Valid driver's license required.

Knowledge, Skills, and Abilities - May be representative, but not all-inclusive, of those knowledge, skills, and abilities commonly associated with this position.

• Knowledge and thorough understanding of administrative principles and practices, including goal setting, program development, implementation and evaluation, and project management.
• Expert knowledge of customer service principles, guest engagement strategies, and membership administration.
• Expert knowledge of principles and practices of employee supervision, including work planning, assignment review and evaluation, and the training of sta in work procedures.
• Working knowledge of recreation management software, operational technology systems, and business applications supporting guest services.
• Functional knowledge of organization and management practices as applied to the development, analysis, and evaluation of programs, policies, and operational needs of a recreation facility.
• Knowledge of adult learning principles, coaching techniques, customer service training, conflict resolution, and de-escalation strategies.
• Ability to lead, monitor, and supervise employees to achieve goals that contribute to individual and organizational success.
• Ability to make quality decisions that impact the team and direction of project work.
• Ability to develop goals and plans to prioritize, organize, and accomplish work for self and others, as well as concentrate on multiple tasks simultaneously.
• Ability to provide exceptional service to internal and external customers.
• Ability to analyze operational, financial, membership, and guest service data to improve organizational performance and customer satisfaction.
• Ability to manage and monitor division operations and services and implement procedural changes as needed to improve workflow and productivity.
• Ability to communicate eectively and professionally with supervisors, subordinates, co-workers, and customers by telephone, in writing, and in person.
• Ability to work both independently and collaboratively in a team environment.
• Ability to use good judgment and think quickly and rationally in diicult or stressful situations.
• Proficiency in use of basic business software (word processing, spreadsheets, email, presentations) and basic oice equipment.
• Regular attendance is a necessary and essential job duty. Job requires being reliable, responsible and dependable.