Job Details

Guest Services Manager

Position Number: 7045675
Location: Salt Lake City, UT
Position Type: Business - Hotel & Restaurant Management

Guest Services Manager

Job Summary

The Guest Services Manager oversees the daily operations, staffing, and performance of the Guest Services team to ensure a consistent, welcoming, and high-quality experience for guests. This role is responsible for managing team members, developing effective staffing and scheduling practices, and supporting strong day-to-day operations.

Working closely with the Guest Services Supervisor, the Manager also leads the development and ongoing improvement of training programs and knowledge resources, ensuring staff are informed, prepared, and able to support a wide range of guest needs. This position plays a key role in strengthening team performance, improving operational processes, and maintaining clear, accurate communication across departments.

This role offers the opportunity to contribute to a dynamic, guest-focused environment within a botanic garden setting, where staff play an important role in helping guests connect with the space, programs, and experiences offered throughout the garden.

Red Butte Garden is accessible through multiple public transit options. Several bus routes serve Research Park and the University Medical Center, and the Trax Red Line provides nearby access, followed by a short walk or an on-demand University campus shuttle. The campus shuttle's Sunnyside Route offer direct service to Red Butte Garden.

For more information, see:

Responsibilities
Team Leadership & Staffing

Hire, train, and supervise Guest Services staff, including direct oversight of the Guest Services Supervisor and part-time staff
Determine staffing needs and lead hiring processes, including posting positions, interviewing, and selection
Develop and manage staff schedules, adjusting coverage as needed to align with operational demands and guest volume
Provide ongoing leadership through coaching, 1:1 meetings, and team development

Training & Knowledge Systems

Manage an active training and communication system that keeps staff informed, prepared, and up to date on programs, events, and operations across the garden
Develop and maintain training materials and knowledge resources to support staff in their roles and daily interactions with guests
Evaluate the effectiveness of training and reference materials by observing team performance, identifying gaps, and updating content to align with operational needs
Collaborate with departments to ensure information is accurate, current, and relevant

Performance Management & Team Development

Monitor performance, identify patterns, and address concerns through coaching and follow-up
Lead performance management processes, including documentation and development planning
Foster a team environment that encourages engagement, accountability, and strong guest interaction
Support the development of the Guest Services Supervisor in their role, including coaching, guidance, and increasing leadership responsibility

Operations & Service Effectiveness

Oversee daily Guest Services operations to ensure a consistent and high-quality guest experience
Partner with the Guest Services Supervisor to support smooth day-to-day operations
Support resolution of escalated or complex guest concerns and implement solutions to prevent repeat issues
Identify recurring issues and implement improvements to workflows, tools, and procedures

Communication & Coordination

Ensure staff are informed and prepared by gathering and communicating updates on events, programs, and operations
Translate information into clear, usable guidance for frontline staff
Serve as a primary point of contact for Guest Services across departments
Support programs and events across the garden, including direct involvement in guest check-in and service during events
Lead coordination of ticketing processes and will call operations for the Outdoor Summer Concert Series

Minimum Qualifications
EQUIVALENCY STATEMENT: 1 year of higher education can be substituted for 1 year of directly related work experience (Example: bachelor's degree = 4 years of directly related work experience).
Manager, Customer Service Management: Requires a bachelor's (or equivalency) + 6 years or a master's (or equivalency) + 4 years of directly related work experience.

Preferences

Experience supervising or managing staff in a customer-facing environment
Experience developing or improving training materials, processes, or team resources
Experience with scheduling, staffing coordination, or workforce planning
Strong communication and organizational skills, with the ability to manage multiple priorities
Experience in hospitality, visitor services, retail, or similar service-focused environments
Ability to identify operational challenges and implement practical, effective solutions
Ability to work both independently and collaboratively while taking ownership of key responsibilities

Special Instructions

Requisition Number: PRN44611B
Full Time or Part Time? Full Time
Work Schedule Summary: Sunday through Thursday, with flexibility for occasional shifts on evenings, weekends, and holidays as required.
Department: 00340 - Red Butte Garden & Arboretum
Location: Campus
Pay Rate Range: $48,000.00 - $55,000.00
Close Date: 4/10/2026
Open Until Filled:

To apply, visit https://utah.peopleadmin.com/postings/198440