Guest Services Supervisor

Position Title: Guest Services Supervisor

Department: Guest Services

Reports To: Guest Services Manager

Location: Audubon Zoo

General Summary: The Guest Services Supervisor is responsible for managing the Guest Services Department under the direction of the Guest Services Manager. The Guest Services Supervisor will be responsible for the day-to-day operation of the department as it relates to coaching and managing all Guest Services staff. The Guest Services Supervisor is responsible for ensuring that the staff provides outstanding Guest Services to all guests.

To deliver on the Audubon mission, the Guest Services Supervisor will:

Provide a guest experience of outstanding quality.

• Supervises and trains Guest Services Staff

• Assist the Guest Services Manager with weekly staff work schedules.

• Schedules employee meal breaks

• Organizes office supply inventory and orders supplies.

• Produces departmental checklists and monitors daily camera-ready reports.

• Assist with employee engagement activities and incentive programs.

• Supervise group check-in processing.

• Assist with professional development plans of staff.

• Supervise front entrance/special events admission and processing.

• Monitor cash handling audits.

• Handles confidential communications as required.

• Creates and implements new ideas to motivate and educate staff.

Weave quality entertainment through the guest experience.

• Professionally address guest feedback/complaints

• Monitors and regulate Guest Services staffing needs throughout the day.

• Maintains data records for equipment.

Operate a financially self-sufficient collection of museums and parks.

• Monitors and is accountable for employee selling techniques and sales.

• Maintains ticket system, radio, and uniform inventory.

• Authorizes voids/refunds as needed.

• Orders departmental supplies

• Assist the Guest Services Manager in calculating payroll.

The above listed duties are general statements of required major duties and responsibilities performed on a regular and continuous basis. They do not exclude other duties as assigned.

To deliver on the Audubon service promise, the Guest Services Supervisor will:

Welcome

• Make eye contact with every customer encounter, smile at every person, and offer friendly phrases and greetings.

• Wear an identification badge.

• Walk individual to the destination instead of pointing; aid people who look confused.

• Assume ownership of potential safety hazards (wipe-up spill, pick up trash). Always have a camera-ready look.

Share

• Maintain a positive attitude, pleasant tone of voice (remember it is not what you say, but how you say it).

• Coach coworkers on service expectations.

• Utilize the power of teamwork to give excellent service.

• Know when to involve management.

Inspire

• Know the answers to questions or seek out the answers.

• Utilize proper phone etiquette (answer the phone within three rings, smile before answering the call, ask for permission, and wait for a response before placing the caller on hold).

• Ensure the work area is free of food, drink, socialization, and personal business.

• Follow the Dress Code Policy on clothing and grooming.

• Keep unpleasant concerns behind closed doors (vent backstage).

Supervision: Manages the Guest Services & Attractions. Experience: One year of supervisory experience is preferred.

Education: High School Diploma Licensure/Certification: Driver’s license required.

Software Requirements: Working knowledge of Computer Systems and proficiency in software applications- MS Word, Excel, Outlook, etc.

Machinery/Tools/Equipment Requirements: Must be able to use mobile devices, computers, fax, scanner, phone, and copy machine.

Physical Requirements:

1. Sedentary Work: exerting up to 50 pounds of force occasionally or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body. May involve sitting most of the time, but may involve walking or standing for brief periods.

2. Sitting or standing, bending, stooping, and the ability to carry items weighing up to 50 pounds.

3. Constant adequate range of motion and mobility required.

4. Regular near acuity with clarity of vision at 20 inches or less is required.

5. Typical ability to collect and analyze numerical and written data and verbal information to reach logical conclusions and ability to determine the time, place, and sequence of operations or actions required.

6. Regular talking and the ability to express and exchange ideas by means of language expected.

7. Regular hearing and the ability to perceive the nature of sounds.

8. Constant ability to read, record, or type data quickly and accurately required.

Environmental/Working Conditions:

1. Working long hours between breaks or meals required.

2. Ability to work under and handle stress in an appropriate manner required.

3. May be exposed to high, medium, or low noise intensity.

4. Constant contact with co-workers required.

5. Affinity for animals preferred.

6. Exposure to fluctuations in temperatures may be required.

7. Exposure to outdoor conditions may be required.