Position Overview:

The Mission Control Manager is responsible for all daily aspects of Mission Control and Ground Control Operations while on duty. The Mission Control Manager reports directly to Assistant Director of Mission Control.

Major Duties & Responsibilities:

• Always extend professionalism and courtesy to fellow crew members and guests.
• Deliver unparalleled service above and beyond the norm to exceed customer expectations.
• Solicit and communicate guest feedback for continuous improvement.
• Own all customer complaints and issues and seek immediate resolve.
• Recommend local tourist spots, including places to dine, shop and sight-see.
• Develop, train, coach and counsel Ground Control crew members.
• Conduct arrival and departure audits in all areas of Mission and Ground Control.
• Conduct a daily pre-shift meeting on each shift and be current on all in-house events and citywide attractions.
• Manage the Hotel night audit as assigned.
• Conduct progressive discipline from coach and counsel through to suspension with support from the Human Resources Department.
• Act as the Manager on Duty as assigned and take responsibility for all hotel related issues and events.
• Provide updated room availability and rate information to Managers as directed.
• Ensure thorough knowledge of safety and emergency procedures
• Lead the crew members by example and motivate them.
• Ensure the following activities are completed during the shift: Crew Services discrepancy reports are resolved; VIP and group cabin assignments are completed; charges are posted and rate changes are completed; shift audits and variance reports are accurate and completed; unexpected stay-overs are extended and same day after hours reservations are processed accordingly.
• Flexible schedule allowing for the ability to work all shifts including mornings, evenings, overnights, holidays, and weekends.
• Perform other tasks as assigned by the Assistant Director of Mission Control.