Guest Services Manager

Property Description

The Greater Williamsburg Sports and Events Center, a new indoor facility, is a premier sports, recreation, and events complex located in Williamsburg, VA area identified as the Historic Triangle, which includes three historic colonial communities located on the Virginia Peninsula.  The approximately 200,000-square-foot facility includes 12 basketball courts that can be converted to 24 volleyball courts and 36 pickleball courts. Ceiling-mounted basketball goals, volleyball systems and scoreboards. Conversion turf system the length of one regulation football field that fits three indoor soccer fields. The design also includes climbing equipment, climbing wall, and additional gym equipment, tip & roll bleachers, curtain dividers, meeting rooms, and a food & beverage area. Meeting and event spaces are available along with an Adventure Gym.

Anticipated to open in summer 2026

 

Position Summary:

This position is responsible for the development and implementation of guest services across the facility with a focus on the front reception area and activity amenity areas.  This leaders will focus on providing exceptional customer service and hospitality to all guests throughout the facility, while also supervising other employees in both our Guest Services and Adventure Gym Departments. This individual understands that they have the ability to impact the guest experience including support to other team members with enforcement of facility rules and regulations, maintaining order, and ensuring safety to all facility guests.

The role requires a dynamic and energetic personality, personal drive, determination, and hard work in a fun, fast-paced environment.

Additional responsibilities include facilitating relationships with all guests and use groups to maximize guest experience throughout the facility.

 

Essential Duties and Responsibilities:

• Ability to maintain composure and exercise sound judgment and discretion when dealing with facility guests, players, coaches and partners
• Ability to make effective decisions in areas of responsibility and take appropriate actions, as necessary.
• Supervise other team members in their roles supporting service and operations of the facility
• Customer engagement at Ticket Area, Front Desk, Retail Area, Attractions ticket sales and/or Customer Relations Management (CRM) engagement
• Greet, process customers’ orders at a point-of sale, quickly, efficiently and friendly
• Recognizes valid admission tickets, passes, or other appropriate admission credentials and allows entry to authorized individuals.
• Assist customers in assigned areas to meet their needs and offer recommendations based on the programs and selections offered
• Enforces facility rules and regulations in assigned area of responsibility. Assists other staff in enforcing general rules and regulations, maintaining order, ensuring safety, and providing quality customer service to all guests.
• Receive and quickly act upon requests or complaints from guests; refer serious concerns with other managers. Accompany guests into the front office for a warm transition to receiving assistance.
• Maintain an extensive knowledge of the facility, and provide quality directions to guests regarding seating, concessions, events, and essential areas within the facility.
• Assist in evacuation of the facility, in the event of an emergency, while maintaining professional and calm demeanor
• Support the operations of the business including facility opening and closing procedures, cash controls and all other functions in operating a customer service-based environment.
• Management oversight of the Adventure Gym (a large multi-use immersive youth venue); with direct supervision of Adventure Gym Lead position.
• Lead role in managing KemperSports True Review and customer response platforms.
• Assist the Sales and Marketing Manager in execution of Sponsorship activations.
• Assist and support in the execution of Sports and Conferencing Events.

 

Qualifications:

• BA or BS degree preferred.
• 1-3 years applicable guest/customer service experience in a leadership role
• Demonstrated experience and capability in the areas of budget development, fiscal management, strategic planning, staff management, marketing, sales, public relations and community relations.
• Demonstrated quality written, verbal, and interpersonal communication skills.
• Ability to analyze and solve problems; efficiently handle multiple duties under pressure with minimal supervision; work flexible hours as required including nights/weekends.
• Positive attitude, professional manner and appearance in all situations.

 

Supervises:

May supervise guest services, amenity team, and/or direct staff.

 

Classification:

Full-Time, Non-Seasonal, Salaried, Exempt

 

KemperSports Management is an Equal Opportunity Employer