Guest Services Supervisor

Position: Guest Services Supervisor (Part-Time)

Reports To: Guest Services Manager

Compensation: 17 per hour

Position Summary:

The Guest Services Supervisor is responsible for operations relating to guest relations and overall guest experience.  The Guest Services Supervisor is accountable for the daily supervision and tactical development of Guest Services front line employees as well as for ensuring all guest areas are at an acceptable level of cleanliness and safety.  Guest Services Supervisor is additionally tasked with duties relating to the opening and closing of guest areas as well as cash management and deposits.

Critical Skills/Competencies:

• Must be able to give direction and delegate responsibilities
• Ability to work in a fast paced, complex environment
• Previous management or leadership experience preferred
• Customer service experience required, preferably in a service environment
• Excellent oral and written communication skills
• Proficiency in POS and Microsoft Office Applications

Qualifications:

• High School Degree or equivalent experience
• Minimum of three days of full availability

Essential Duties and Responsibilities:

• Effectively leads the Guest Services staff to ensure that excellent aquarium operations are consistently achieved
• Leads team by delegating duties, assigning specific tasks and ensuring staff and work stations are prepared for each day
• Organize daily schedules and logistics based on operational needs and available staff
• Responsible for the tactical training and development of Explorers and Explorer Guides
• Contributes to a team environment by recognizing and reinforcing individual and team accomplishments
• Follows and enforces cash control procedures and guidelines
• Responsible for the daily financial reporting
• Handles sensitive guest recovery operations
• Troubleshoot and report minor/major technical issues related to EECO Voyager operations
• Assist with timecards and proper payroll accounting
• Follows LLPA operational policy and procedures, including those for cash handling and safety/security, to ensure the safety of all team members and guests during each shift
• Acts with integrity, honesty, and knowledge that promotes the culture of LLPA
• Must be knowledgeable in assigned areas relating to Guest Services and/or Guest Experiences in order to lead where needed
• Maintains cleanliness and organization throughout the aquarium public areas and ensure proper set up and closure of the entire guest area including Welcome Center, lobby, virtual reality experience, play center, restrooms, plaza and all public halls
• Works as a team to prepare aquarium guest areas for each day
• Ability to manage time effectively while meeting all job responsibilities
• Maintains a positive work environment for team members and guests each day
• Ensures that Explorers and Explorer Guides maintain high standards of quality, safety, consistency, and efficiency.
• Coordinates with Education Department to process incoming field trips
• Handles incident report information gathering and initial paper work

Scope of Position:

• Schedule includes weekends, evenings, and holidays, excluding Thanksgiving Day and Christmas Shifts are typically 10-hours in length to cover operational needs.
• May be required to work beyond your scheduled shift, depending on special events and staff attendance
• Works a variable shift, depending on departmental needs
• Other duties as assigned

Special Working Conditions:

• Interacts with diverse populations and a wide variety of staff
• Noisy workspaces, large crowds, along with cool and warm environments

While this job description attempts to describe the essential functions of the position, it does not prescribe or restrict the tasks that may be assigned. It does not restrict management’s right to assign or reassign duties or responsibilities to this job at any time. The overall work environment while performing this job includes exposure to weather conditions and the noise level is usually moderate. The employee is expected to adhere to all policies and to act as a role model in the adherence to the policies.

https://livingplanetaquarium.org/jobs/