Guest Services and Entertainment Manager in Manheim, Pennsylvania at Spooky Nook Sports Inc

The Guest Services & Entertainment Manager is responsible for creating a welcoming, engaging, and seamless guest experience throughout the sports complex. This role oversees all guest-facing operations. Areas of focus include the guest services front desk, admissions booths, arcade, miniature golf course, and golf simulator areas. The manager will develop and oversee entertainment programming, supervise and schedule staff, resolve guest concerns, and ensure the facility consistently provides a safe, fun, and high-quality environment for all visitors. The ideal candidate has a strong background in customer service, event operations, and staff supervision within a fast-paced sports or entertainment environment. This position will work evenings and weekends.

Benefits

Working at the largest indoor sports complex in North America is an experience that compares to no other. The atmosphere is filled with energetic excitement that provide an uplifting ambience throughout the facility. The Nook takes pride in its friendly, guest-focused team members that make kindness contagious and help others succeed.

As a full-time team member of the Nook, you will enjoy:

• Free family membership to our massive 80,000+ sq. ft. fitness center, including all the equipment you need to fit almost any training program. Membership also includes all group fitness classes.
• Affordable and comprehensive Medical, Dental, and Vision benefits
• Competitive PTO package
• Paid holidays
• 401k program
• 35% discount on food and beverage purchases, including the Forklift and Palate restaurant
• 35% discount on all Nook apparel
• Free child care (3-hour increments)
• Discounts on academy team programs, personal training, event space rental, and more!
• Local business discounts

Key Responsibilities

• Lead daily operations of guest services and entertainment areas, ensuring smooth check-in, reservations, and guest assistance.
• Recruit, train, and schedule guest services and entertainment staff, fostering a customer-first culture.
• Oversee arcade, golf simulator, and miniature golf area ensuring equipment is clean, maintained and experiences are engaging.
• Develop new entertainment activities, themed events, and seasonal programming to enhance the guest experience.
• Monitor and respond to guest feedback, resolving issues quickly and professionally.
• Maintain high standards of cleanliness, safety, and presentation throughout guest service and entertainment spaces.
• Collaborate with marketing and programming teams to promote special events, tournaments, and entertainment offerings.
• Manage budgets, inventory, and vendor relationships related to guest services and entertainment.
• Ensure compliance with all facility policies, safety regulations, and operational procedures.
• Serve as a point of contact for facility-related issues during evening/weekend hours and coordinate resolution as needed.
• Serve as the expert of software systems such as Active Net, Embed, and Agilysys in the guest service and entertainment areas

• Bachelor’s degree in hospitality, recreation, sports management, or related field (preferred) or equivalent experience.
• 2–4 years of supervisory experience in hospitality, entertainment, or sports facility management.
• Strong leadership, communication, and problem-solving skills.
• Proven ability to manage staff, schedules, and guest relations in a fast-paced environment.
• Knowledge of entertainment operations (arcades, golf simulators, events) is a plus.
• Proficiency with reservation systems, POS, and basic office software.
• Availability to work evenings, weekends, and holidays as needed.
• Highly dependable with a history of consistent attendance and punctuality
• Brings integrity to every interaction, takes initiative to jump in where needed, lifts up teammates to win together, and creates an environment where positivity and kindness shape every guest experience. If that sounds like you, learn more about joining our team on our careers page.

Working Conditions

• Work environment: Upbeat, high-energy sports and event complex with heavy foot traffic and frequent large crowds.
• Physical requirements: While performing the duties of this job, the team member will be regularly required to perform physical activity that includes moving about the work area, standing, sitting, bending, reaching with hands and arms, lifting, pushing, pulling, talking, hearing and smelling. The team member will be frequently required to stoop, kneel, or crouch. He or she is required to have the visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned.
• Lifting requirements: The team member will occasionally be required to lift, push, pull, lower and/or move up to 40 lbs occasionally.
• Noise Level: The noise level in this environment is typically variable.
• Work schedule: The work schedule will include a majority of evenings, weekends, and may include holidays.