Guest Service Supervisor

TITLE:                          Guest Service Supervisor

DEPARTMENT:           Guest Service

REPORTS TO:             Guest Service Manager and Retail Manager

GENERAL SUMMARY: Under the direction of the Senior Guest Service Manager, the Guest Service Supervisor will be responsible for supporting and facilitating an excellent level of guest service, including management of admissions, gift shop and café staff and operations.  Phipps Conservatory and Botanical Gardens is an equal opportunity employer that is committed to attracting and retaining a diverse staff. We strive to create a working environment that is inclusive, equitable and welcoming as we honor employee experiences, perspectives, and unique identities.

PRINCIPAL DUTIES AND RESPONSIBILITIES

1. Open and close admissions and gift shop. Responsible for the organization and day-to-day operations of admissions and gift shop, including management of staff.


2. Train and manage employees consistently and on an ongoing basis to provide exceptional guest service, including use of equipment, information processing, customer service, etc.


3. Support and enforce company policies and procedures to promote compliance with applicable standards and organizational practices.


4. Greet the public from inside the Conservatory, distribute information, answer questions and direct guests where necessary. Present the Conservatory in a positive, friendly and courteous tone to all guests.


5. Be present on the sales floor to proactively greet guests, offer assistance, and create a welcoming environment.


6. Monitor physical conditions in guest areas and alert Facilities, Housekeeping, and other appropriate departments when there is a need.


7. Complete guest incident forms and communicate internally regarding any safety considerations.


8. Handle wheelchair rentals.


9. Work as liaison to volunteer coordinator for volunteer guest service roles.


10. Coordinate currency change runs between admission, shop and café.


11. Coordinate staff schedule adjustments for admissions, shop and café, including the management of break schedules and assigning staff members to specific areas or tasks.


12. Work with Senior Manager of Guest Service, Curator of Guest Experience and Guest Service Managers to find ways to improve customer service and the overall Phipps experience.


13. Work with other Conservatory personnel to constantly update the public on Conservatory happenings.


14. Support Café operations in the event of immediate need, e.g. absence of Café team lead.


15. Answer phones, providing directions and information concerning shows, events, etc.


16. Present membership information and proactively sell memberships to guests; prepare paperwork for the Membership Manager.


17. Help coordinate group tours and keep all internal departments updated on the status of the tours.


18. Collect money from customer lockers and donation box.


19. Responsible for lost and found.


20. Provide end-of-day reporting on admission and revenues to senior team.


21. Track questions asked and information provided for future reference.


22. Perform other activities and duties as required

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED

• Exceptional guest service skills and strong organizational skills.


• Leadership ability to effectively lead guest service effort and interact with staff.


• Considerable knowledge of computers required.


• Ability to work well with all ages, from small children to senior citizens.


• Ability to work in a fast-paced environment.


• Ability to communicate enthusiastic support of Phipps' mission.

PHYSICAL, MENTAL AND SENSORY DIMENSIONS

• Physical mobility: sitting, standing, walking, lifting/carrying objects up to 50 pounds; manual dexterity to operate keyboard.


• Mental effort: reading, writing, analyzing, and visualizing.


• Sensory requirement: Ability to communicate and respond both in person and over the phone to the general public, staff and volunteers in a friendly manner.


• Ability to work under deadlines and stress.

WORKING CONDITIONS 

• Ability to provide own transportation to perform principal responsibilities.


• Ability to be flexible with schedule when needed, including covering shifts in the event of call offs.


• Required to work Saturdays and Sundays, with one weekend a month off when possible.


• Requires evening work.


• Will have occasion to work in or pass through any area of the Conservatory or growing houses.

MINIMUM POSITION GUIDELINES (Education, Experience and Certification)

1. Two-year degree in business, retail management or related field preferred.


2. Minimum of 2-3 years' relevant and increasingly responsible experience in the field of retail/customer service preferred.


3. Experience in museum environment preferred.

Revisions, additions or deletions to this job description may be made at any point.