Overview

The Guest Services Operations Manager is a critical leadership role responsible for managing, developing, and optimizing the platforms, systems, and tools that power our Guest Services department. While the primary focus of this role is on platform excellence and data-driven insights, this position also contributes to day-to-day guest services operations, supports escalations, and ensures guest-facing operations run smoothly on-site at events.

This role balances strategic systems management with hands-on operational support, ensuring our team is equipped with the best tools, data, and practices to deliver outstanding customer experiences.

Primary Responsibilities

Platform and Systems Management (Primary Focus)

• Administer and continuously improve all guest services platforms, including Zendesk, the Guest Dashboard/CRM, Satisfi AI chatbots, and other core tools.
• Own platform setup, configuration, automations, ticket routing, knowledge base structure, and reporting capabilities.
• Monitor system health and proactively identify opportunities for optimization or automation that improve team efficiency and guest experience.
• Work cross-functionally to ensure tools are aligned with upcoming events, staffing plans, and communication needs.

Data and Reporting

• Own the collection and daily reporting of guest services metrics across all platforms.
• Monitor individual and team performance, guest satisfaction trends, and platform effectiveness.
• Generate and deliver weekly executive-level reports highlighting trends, key insights, and operational recommendations.
• Track vendor performance (e.g., Influx) and recommend scaling adjustments in advance of peak periods.

Operational Support and Escalations

• Serve as a backup operator during high-volume periods, directly responding to escalated or complex guest tickets.
• Help organize key information for each event so the Guest Services team is equipped with accurate, timely resources.
• Maintain alignment with team workflows and ensure internal processes reflect current operational priorities.

Event Execution

• Attend and support major events on-site to support guest services operations, including platform readiness, chatbot performance, agent coordination, and escalation management.
• Help onboard and brief on-site staff on guest service protocols and system tools.

Ongoing Responsibilities

Daily:

• Monitor performance and integrity of all guest services platforms.
• Report daily operational metrics to department leadership.
• Ensure chatbots (Satisfi/SimpleTalk) are accurately configured and functioning for all active events.
• Provide coverage for guest communication needs as necessary during busy periods.

Weekly:

• Analyze performance data and recommend tactical adjustments.
• Review and update configurations in Zendesk and related systems.
• Deliver executive reporting on department performance and operational health.

Monthly:

• Present updates on system performance, tool enhancements, and department workflows.
• Help coordinate integration of new events or properties into the guest services system stack.

Annually:

• Participate in strategic planning sessions to help define annual goals for systems and operations.
• Lead the execution and management of platform development and optimization goals.
• Support on-site guest services operations at key events (travel expected: 2–10 weeks/year).

Key Skills and Experience

• Deep experience administering Zendesk or similar support platforms, including advanced configurations and reporting.
• Proficiency with AI chatbot tools, CRM/dashboard integrations, and data analysis.
• Strong operational and systems-thinking mindset with excellent attention to detail.
• Proven ability to balance tactical execution with strategic oversight.
• Experience supporting live events or customer-facing operations preferred.
• Collaborative leadership style, comfortable working across departments and roles.