Job Details

Guest Services And Admissions Manager

Job Category: Guest Services Requisition Number: GUEST009074

Posted: March 12, 2026

Full-Time

On-site

Pine Mountain, GA 31822, USA

Description

Responsibilities And Duties

• Oversee daily operations of all admission gates, ticketing points, and entry processes
• Ensure accurate ticket scanning, cash handling, and adherence to admissions policies
• Manage capacity control, queue management, and guest flow during high-volume periods
• Collaborate with Transportation, Safety, and Operations teams to mitigate congestion and delays
• Monitor real-time attendance data and adjust staffing and operations accordingly

Guest Services Leadership

• Lead Guest Services operations including guest inquiries, accessibility services, lost & found, and issue resolution
• Serve as the escalation point for complex guest concerns, complaints, and service recovery
• Ensure consistent service standards across all guest-facing teams
• Champion a culture of hospitality, professionalism, and accountability

Staff Leadership & Development

• Recruit, hire, train, schedule, and supervise admissions and guest services staff
• Develop team leaders and supervisors to support daily operations
• Ensure adequate staffing levels aligned with attendance forecasts and special events
• Conduct performance evaluations, coaching, and corrective action when necessary

Safety, Compliance & Risk Management

• Ensure compliance with all safety procedures, emergency response protocols, and accessibility requirements
• Partner with the Safety team on incident response and documentation
• Maintain operational readiness for weather events, medical incidents, and evacuation scenarios
• Ensure all staff are properly trained on emergency and guest safety procedures

Planning, Communication & Collaboration

• Support planning and execution of major events, festivals, and seasonal programs (e.g., Fantasy in Lights, Pumpkins at Callaway, Celebrate Spring, Summer at Callaway)
• Collaborate with Marketing, Guest Experience, Transportation, Retail, and Recreation teams
• Communicate operational updates clearly to frontline teams and leadership
• Participate in post-event reviews and recommend operational improvements

Administrative & Financial Oversight

• Monitor labor costs and scheduling efficiency
• Ensure accurate timekeeping and payroll compliance
• Assist with budgeting, forecasting, and operational reporting
• Maintain SOPs for admissions and guest services functions

Qualifications

Education & Experience:

• 5+ years of experience in guest services, admissions, hospitality, attractions, or similar operations
• 2+ years of supervisory or management experience
• Strong leadership, communication, and problem-solving skills
• Ability to remain calm and decisive in high-pressure environments
• Experience managing high-volume guest flow and frontline staff
• Flexible schedule required, including nights, weekends, and holidays
• Adept in recognizing hazards and proposing mitigations.
• Ability to creatively resolve problems in a dynamic atmosphere.

Physical Requirements:

• Long hours are sometimes required.
• Exerting up to 50 pounds of force occasionally, and /or 25pounds of force frequently or constantly to lift, carry, push, pull???or otherwise move objects.
• Ability to stand for long hours at a time.
• Ability to sit for extended periods of time.

Skills & Qualifications:

• Be able to positively motivate and lead a team, conveying information and ideas clearly and effectively so that ownership of high levels of guest service is understood to be the role of each individual team member.
• Be able to evaluate and select among alternative courses of action quickly and accurately
• Be able to work well in high-pressure situations while maintaining composure and objectivity, including the ability to listen carefully to and resolve guest issues to the satisfaction of the affected guests.
• Be able to identify potential guest issues and then develop methodologies to prevent or limit the impact of those guest issues during guest visits.
• Be able to assimilate complex information and data for various sources and consider, adjust or modify to meet the constraints of the need.
• Be able to effectively listen to, understand, and clarify concerns and issues raised by team members and guests.
• Be able to work with and understand financial information and data and perform basic math functions.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.