Guest Relations Supervisor

Description

POSITION SUMMARY:

This position supports the Guest Relations Manager and supervises a 30+ person team to run a 7 day-a-week guest contact operation that provides an efficient, high-quality visitor experience from entry to departure.  Embrace and model excellent customer service, run efficient business operations and develop high employee morale.   Support the Guest Relations Manager in the day-to-day operation of box office locations, attractions and guest facing programs.

MAJOR DUTIES AND RESPONSIBILITIES:

• Assist in the day-to-day operations of the Guest Relations Department including ticketing, entry and exit points, information desk, Discovery Desk, 3-D theater, Carousel, and group areas. 
• Coach and guide team members to ensure they understand their role and its importance to the overall visitor experience.
• Implement procedures for group arrival, check-in and departure process.  Coordinate these activities on a daily basis to ensure the process is smooth, organized and efficient.
• Manage all facets of box office ticketing operations including cash control, partner combination tickets, coupon/voucher redemptions and annual pass upgrades.
• Maintain inventory controls of guest related collateral, including but not limited to ticket stock, visitor’s guides, annual pass cards, box office supplies etc.
• Prepare daily schedule of assignments and equipment for Guest Relations Team.
• In absence of Guest Relations Manager, conduct morning meeting for Guest Relations cast that is informative, motivating and responsive..
• Work closely with group sales to ensure optimal group experience fulfillment on site.
• Respond immediately to customer complaints and concerns; use judgment to resolve complaints to the guest satisfaction.
• Coach and orientate new Guest Relations Team Members in proper procedures by providing training materials and hands on teaching. 
• Identified as first responder in the case of emergency or crisis situations. 
• Comply with safety and security directives, policies and procedures, including training for safety critical attraction positions (3-D Theater and Carousel).
• Performs other related duties as assigned.
• Ability to operate a computer and keyboard.

Requirements

REQUIRED EXPERIENCE:

• High School diploma or GED required.  College degree preferred.
• 1-3 years’ experience in customer service/sales/admissions supervisor position.
• 1-year experience supervising a team of 10 or more team members.
• Experience with cash handling, tracking, loss prevention and accounting systems for generated revenue.
• Experience with complex point of sale systems.  Experience with Gateway/Galaxy is a plus.
• Must lead by example, have strong communication skills and be able to work with the general public.
• Must be able to motivate and energize a diverse group of team members.
• Must be able to handle confidential information.
• Must be willing to work a minimum of 38-40 hours per week, including weekends and holidays.
• Strong computer skills, including Word and Excel.

PHYSICAL AND MEDICAL REQUIREMENTS:

• Ability to push/pull up to fifty pounds.
• Ability to stand for long periods of time, as well as walk.
• Ability to use hands to finger, handle, or feel; and reach with hands and arms.
• Ability to balance, stoop, kneel, crouch, climb stairs, or crawl.
• Required to frequently talk and hear.
• No impairment of sight, smell, hearing, touch, balance and agility of movement which might interfere with ability to work.
• Specific vision requirement for this job include close vision, color vision, depth perception, and the ability to focus.
• Must be able to take directional cues directly or indirectly.
• Ability to work in an environment that may be loud at times.
• Ability to work in all weather conditions, including occasional extreme hot or cold, and wet and/or humid conditions.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
• Successful completion of pre-employment drug screening and background check.
• Allergies related to animals or plants, which might interfere with ability to work, must be controlled by medications or protective equipment