Job Title: Gates Operations Manager

Department: Guest Services

Reports To:  Director of Guest Services

Job Type: Salaried (Non-Exempt) Full Time 

Salary Range: $45,000.00 To $50,000.00 Annually

Work Schedule: Must work at least 40 hours per week, 52 weeks per year

Position  Summary:

This role leads day to day gate operations and the guest entry experience. The ideal candidate enjoys working with people and brings a confident, upbeat, action oriented, customer service mindset. 

About Lakeside Chautauqua: Lakeside Chautauqua is a family destination that has pioneered the act of nurturing the mind, body and spirit for over 150 years. Conveniently located between Toledo and Cleveland on Lake Erie’s south shore, Lakeside offers a robust summer programming season packed with cultural, educational, spiritual and recreational opportunities. Within the one-square-mile community, you’ll find hundreds of unique Victorian cottages, a concert auditorium, arts center, historic waterfront hotel, movie theater, pool, tennis, sailing, shopping, dining and much more.  For more information, visit lakesideohio.com/employment.

Year Round Expectations 

These responsibilities apply in both seasons.

• Uphold Lakeside’s mission and represent its values to guests and employees at all times while on Lakeside grounds
• Lead with safety, professionalism, and calm decision making during busy and high pressure moments
• Maintain strong communication with the Director of Guest Services and cross functional partners
• Be available to answer employee questions by phone or two way radio as needed, including after-hours support when operations require it
• Maintain accurate documentation, procedures, and operational records for continuity year to year

In Season Responsibilities

Focus: daily gate operations, staffing, guest transactions, scanning, cash handling, and event entry needs.

Staffing and supervision

• Hire and train the Gate Ambassador Lead who covers in the Gates Operations Manager’s absence
• With the Director of Guest Services, hire and schedule Gate Ambassadors for day, evening, and overnight shifts
• Supervise, train, and schedule all Shuttle Ambassadors
• Monitor and approve timecards in the ADP system in coordination with the Director of Guest Services

Guest entry operations and technology

• Train employees to process guest transactions and use required systems
• Train employees on scanner operation and partner with IT on oversight, troubleshooting, and repair support
• Oversee the scanning committee including meeting dates, agenda, minutes, distribution, and follow up on processes

Tickets, passes, and access control

• Negotiate special event ticket requirements and coordinate gate execution
• Manage distribution of contractor passes, review policy annually, and remove amenities when necessary
• Oversee Google Docs for the Complimentary Ticket List

Cash and deposit accountability

• Manage and protect gate change funds
• Responsible for daily deposits of all gate proceeds collected
• Work with the Accounting Manager to verify deposit accuracy
• Provide change to gate booths when needed

Guest materials and booth readiness

• Ensure ample supply of printed guest materials for Gate Ambassadors
• Ensure booths are stocked at the start and end of shifts

Gate properties

• Responsible for care and cleaning of Lakeside gate properties

Retreat Season Responsibilities

Focus: planning, system readiness, policy refresh, training prep, and supporting retreat and off season operations.

Operational planning and readiness

• Evaluate in season performance and update procedures, checklists, and training materials
• Refresh gate policies annually including contractor passes and complimentary ticket processes
• Coordinate with IT to confirm scanners, devices, and related systems are ready for next season

Committee and process management

• Continue oversight of the scanning committee as needed to improve processes, documentation, and accountability

Facility and equipment care

• Support care, cleaning, and upkeep of gate properties and operational spaces
• Flag maintenance needs early so fixes happen before the next peak season

Cross department support

• Assist and support Conference and Events, Advancement, IT, Administration, Programming, or other departments as needed
• Complete special projects as assigned

Qualifications

Education and Experience

• High school diploma required
• Previous management experience beneficial
• Guest service experience in a retail type environment preferred
• Comfortable working with the public and supervising employees

Language Skills

• Ability to read and interpret safety rules, operating and maintenance instructions, and procedure manuals
• Ability to speak effectively with guests and coworkers

Reasoning Ability

• Ability to solve practical problems in situations with limited standardization
• Ability to interpret written, oral, diagram, and schedule based instructions

Physical Demands

• Regularly required to stand, walk, use hands and fingers, reach, stoop, climb, balance
• Must have specific vision, depth perception, and ability to adjust focus
• Must be able to lift up to 20 pounds
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions

Work Environment

• Regularly exposed to wet, cold, humid, hot, and very hot conditions
• Required to work outdoors
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions

Lakeside Chautauqua is an equal opportunity employer.