Supervisor, Guest Services

SUMMARY:

Supervise the daily operations of the Guest Services Department.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Make routine operational decisions to ensure that appropriate customer service procedures are upheld and embraced by Guest Services Representatives and guest facing staff while emphasizing a friendly, positive, proactive and professional image to the public at all times.
• Responsible for all cash being handled and exchanged in the building along with maintaining the safe bank balance.
• Coach the Guest Service Representatives throughout the building on appearance, work ethic, and other job-related issues.
• Train, motivate, supervise, and evaluate support staff.
• Participate in cross training to maximize efficiency and response to crowd fluctuations.
• Assist with ticket sales, reservations, parking and greeting as needed.
• Work through escalated customer service issues
• Formulate policies and procedures to promote and ensure top-notch external and internal service.
• Convey pertinent guest service information to other departments through meetings, calendars, notices, etc.
• Prepare financial and attendance reports.
• Work with other Guest Services Supervisor to draft new signage for department events and promotions
• Attend staff meetings and training sessions to encourage teamwork, strengthen and promote communication, and enhance professional growth.
• Assist in monitoring department inventory and storage
• Maintain the cleanliness and appearance of all guest facing ticket stations and information areas including the cash room.
• Conduct periodic audits of cash room, including safe balance and cash handling procedures
• Assist with onsite group check in and daily event coordination
• Assist Manager with creating maintenance work orders and maintenance project follow up
• Responsible for scheduling of department’s front line staff
• Serve as Manager On Duty (MOD) in a consistent rotation during operating hours
• Assist Manager with employee relations, including corrective actions and annual reviews

SUPERVISORY RESPONSIBILITIES

• Make routine operational decisions to ensure that appropriate customer service procedures are upheld and embraced by Guest Services Representatives and guest facing staff while emphasizing a friendly, positive, proactive and professional image to the public at all times.
• Coach ticket sales staff throughout the building on appearance, work ethic, and other job related issues.
• Train, motivate, supervise, and evaluate support staff.
• Work through escalated customer service issues, with authorization up to $50 value.
• Formulate policies and procedures to promote and ensure top-notch external and internal service.
• Prepare financial and attendance reports. Draft new signage to promote venues and upcoming events.
• Manage the warehouse and keep track of all inventoried items.
• Act as MOD when assigned.

 QUALIFICATIONS:

• Excellent decision-making and multi-tasking skills.
• Ability to interact well with people of diverse ages, cultures, and backgrounds.
• Ability to work as part of a team; flexible, creative, professional, enthusiastic and self-motivated.
• Ability to work varied hours, including weekends, evenings and/or holidays.
• Ability to delegate task.
• Detailed oriented and organized.

EDUCATION

HS diploma. Associates degree preferred.

EXPERIENCE:

• Minimum of two year prior supervisory experience in a customer service department.
• Prior cash handling skills required.
• Previous experience in scheduling staff.
• Demonstrated Excel and Word program use.
• Responsible for maintaining a safe balance of a minimum of $10K on a daily basis.

LANGUAGE SKILLS

Excellent oral and written communication skills.

MATHEMATICAL SKILLS

Basic knowledge of algebraic formulas.

CERTIFICATES, LICENSES, REGISTRATIONS

A valid driver’s license required

PHYSICAL DEMANDS

While performing the responsibilities of the Guest Services Assistant Supervisor’s job, the employee is required to talk and hear. The employee is often required to use their hands and fingers to handle or feel. The employee is occasionally required to traverse up to a quarter mile indoors, walk for short periods outdoors, lift up to 30 pounds, reach with arms and hands, climb or balance, and to stoop, kneel, crouch, or crawl. Vision abilities required by this job include close vision.

WORK ENVIRONMENT

While performing the duties of this job, most of the work of this position will occur in the public areas of the Science Center and some will occur in an office setting. The noise level in the work environment is usually moderate to loud. Ability to work in loud, crowded areas.