DescriptionJob Title: Shift Supervisor - Guest Services
FLSA Status: Non-exempt
Hours: Part-time with a tentative end date in late fall/early winter, pending business operations and individual performance (flexible schedule of 32 hours or more per week including weekends, holidays and some evenings)
Pay Rate: $15.99/hour
Summary:
Omaha’s Henry Doorly Zoo & Aquarium is seeking guest-first, hospitality-focused Shift Supervisors with strong customer service skills who can confidently and professionally respond to a wide variety of situations to ensure guest satisfaction. Shift Supervisors play a critical role in ensuring that all operations are working efficiently, on time, and in accordance with established safety guidelines and all Zoo and departmental policies during evening zoo events while also shaping first and lasting impressions by warmly welcoming visitors and answering questions. This position oversees all Guest Services areas, including but not limited to cashier areas, ticket redemption, theater ushering, train conductor duties, carousel operation, Alaskan Adventure Splash Pad attendance, kiosk support, and operation of the Immotion virtual reality experience. This position reports directly to the Guest Services Supervisors.
Duties and Responsibilities (include but not limited to):
- Assist guests and staff at ticketing kiosks by answering questions and completing transactions.
- Accurately operate cash registers, credit card reader, and Point-of-Sale system during transactions.
- Provide general information about prices, location of specific attractions, and safety rules.
- Follow and explain all rules regarding tickets, memberships, school groups, and special pass admissions.
- Be trained in all Guest Services Areas and be responsible for the coordination of the supervision of the areas including, but not limited to: Admissions, Giant Screen Theater, Redemption, and Rides.
- Maintain proper radio etiquette using a multi-channel system.
- Coach crew members in order to offer extraordinary guest service to all guests.
- Maintain all Zoo and Department workplace cleanliness standards in both indoor and outdoor settings.
- Supervise and monitor staff's adherence to Zoo procedures while working in specific areas.
- Assist Guest Services supervisors in maintaining accurate inventory, tracking data, staff hours, and employee information.
- Ensure compliance with applicable policies and procedures by Zoo guests and staff.
- Address guest and staff concerns and problems with tact and professionalism.
- Coordinate with all other Zoo departments to efficiently perform the required duties of supervised areas.
- Authorize guest refunds or exchanges in all Guest Services areas when applicable.
- Perform the duties of each Guest Services position for breaks, absences, or emergencies.
- Ensure cleanliness and safe operation of all Guest Services area equipment.
- Report all safety related, animal related, mechanical issues, or other incidents to a Guest Services Supervisor.
- Enforce Zoo policies for closures and evacuations in the event of emergency situations.
- Represent our Zoo in a positive and professional manner to maintain an open and accepting atmosphere.
- Other duties as assigned.
Minimum Requirements:
- Must be at least 18 years old.
- Possess a valid driver’s license.
- Possess a high school diploma or GED.
- Must be able to work at least 32 hours each week during the summer season.
- Must be available to work weekends and holidays during the summer season.
- May be required to work some special evening events.
Candidates might be (depending on position) required to pass a pre-employment background check, drug test, negative skin tuberculosis test.
Knowledge, Skills, and Abilities:
- Strong customer service skills and be able to respond to a variety of situations to accommodate reasonable requests.
- Ability to work with a diverse population.
- Ability to proactively engage with staff and guests and maintain enthusiasm and professionalism in a fast-paced environment.
- Possess good math and cash handling abilities and skills.
- Good public speaking and communication skills.
- Ability to function independently or with other Guest Services Supervisors to control guest and personnel issues.
- Ability to reliably attend scheduled shifts and meet attendance expectations.
- Ability to perform job duties satisfactorily in accordance with Zoo policies, procedures, and performance standards.
- Ability and willingness to learn how to safely drive a tractor/tram with a clutch and fully operate Skyfari.
Experience:
- Prior guest services experience is required for this position.
- Previous supervisory experience is preferred but not required.
- Prior cash handling experience preferred but not required.
- Bilingual language skills are a plus.
Working Environment and Physical Effort:
- Will sometimes work extended/odd hours including weekends, holidays, and some evening events.
- Must be able to travel long distances across our Zoo.
- Work is done in both indoor and outdoor settings.
- Must be able to stand, sit, kneel, bend, twist, reach above head, and climb.
- Will lift, push, pull, and/or move up to 15 pounds and occasionally up to 50 pounds using safe and proper lifting methods.
- Will work outdoors in all weather conditions, including heat, rain, and snow.
- May be required to work some special evening events.
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.
