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Guest Services Supervisor

Omaha's Henry Doorly Zoo and Aquarium • Full-time • Omaha, Nebraska • 2w ago

Job Details

Omaha Zoo - Omaha, NE

Full Time

Guest Services Supervisor

Job Title: Guest Services Supervisor

FLSA Status: Non-exempt

Hours: Full-time (including weekends and holidays)

Summary:

Omaha's Henry Doorly Zoo & Aquarium is currently seeking a Guest Services Supervisor. This position will collaborate with the Guest Services Assistant Manager and other Guest Services Supervisors to ensure that all of operations are working efficiently, on time and in accordance with established safety guidelines and all Zoo and departmental policies. The departments included are Admissions, Giant Screen Theater, Rides, Guest Service Office and Grounds.

Duties and Responsibilities (include but not limited to):

Adhere and comply with the Henry Doorly Zoo & Aquarium employee handbook.
Train in all Guest Service Areas and be responsible for the coordination of the supervision of these areas.
Hire, train, coach, schedule, discipline, terminate and evaluate line level team members.
Participate in the new hire orientation and assist all Guest Service areas with hiring and onboarding of seasonal staff.
Coach, council, evaluate and cultivate Shift Supervisors.
Monitor adherence to employees scheduled shifts and cover or rearrange to maximize areas efficiency.
Track attendance, inventory, payroll and cash variance daily by running and analyzing reports.
Demonstrate a commitment to team building through modeling an upbeat, positive and respectful attitude towards all team members and patrons.
Address escalated guest complaints and problems with tact and professionalism, ensuring guest satisfaction.
Effectively work with other departments in order to maintain a seamless guest experience.
Authorize guest refunds or exchanges in accordance to Zoo policy and procedure.
Ensure that the department is offering the highest level of customer service and safety standards.

Required Work Skills:

Strong customer service skills and ability to respond to a variety of situations to ensure guest satisfaction.
Ability to work with a diverse population.
Must have an outgoing personality, enthusiasm, and be able to work well under pressure.
Ability to work effectively and take lead in cases of emergencies and times of high stress.
Proficient in Office 365.
Possess good math and cash handling abilities and skills.
Good public speaking and communication skills.
Must be at least 18 years old.
Must work a minimum of 40 hours weekly including weekends and holidays.
Must possess the ability to function independently or with other Guest Services Supervisors to manage guest and personnel issues.
Ability to maintain a satisfactory job performance and possess a valid drivers license.

Experience:

Previous supervisory experience in a customer service role is required.
Cash handling experience is required.
Experience in supervising large teams is preferred.
Previous experience implementing and enforcing policies or procedures preferred.
Previous hiring experience is preferred.

Education:

High School Diploma or GED minimum

Working Environment and Physical Effort:

Work is performed indoors and outdoors under all weather conditions.
While in performance of job duties the employee is frequently required to lift 25 pounds using safe and proper methods.

DISCLAIMER

The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to contain, nor is it to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications and objectives required of employees assigned to this job.

Omaha's Henry Doorly Zoo & Aquarium is an Equal Employment Opportunity Employer as defined by the EEOC.