Assistant Guest Services Manager

About the role

The Assistant Guest Services Manager supports the daily operations of Lagoon’s Guest Service Office and Strollers ’N Stuff locations. This role ensures guests receive accurate information, professional assistance, and timely resolutions while maintaining a safe and welcoming environment.

Key responsibilities

• Assist in directing, supervising, scheduling, training, and coaching Guest Service Supervisors, Hosts, and other team members.
• Support daily operations of the Guest Service Office and rental programs (strollers, wheelchairs, wagons).
• Oversee guest relations, Lost & Found, guest accommodations, and assistance services.
• Respond to guest concerns, complaints, service recovery situations, and special requests.
• Coordinate with Ride Operations, Guest Arrivals, Safety & Security, Food & Beverage, Retail, and other departments.
• Administer Lost & Found procedures, including receipt, documentation, storage, and return of guest property.
• Monitor guest feedback, surveys, and service trends; communicate improvement opportunities.
• Maintain department operating procedures, training materials, service standards, and manuals.
• Conduct inspections of service facilities, rental equipment, and storage areas for cleanliness, safety, and readiness.
• Track labor usage, operating expenses, inventory levels, and equipment needs.
• Participate in hiring, onboarding, training, performance management, and development of staff.

Required profile

• Experience supervising front‑line guest service teams in a hospitality or amusement‑park environment.
• Strong communication skills and a customer‑focused attitude.
• Ability to resolve guest issues quickly and professionally.
• Organizational skills for managing multiple programs and operational tasks.
• Commitment to safety, policy compliance, and cash‑handling procedures.

Required skills

What we offer

• Opportunity to work in a dynamic, guest‑centric amusement park.
• Leadership development and career growth within Lagoon.
• Collaborative environment with cross‑departmental interaction.