Guest Relations Supervisor

ODYSEA AQUARIUM • Scottsdale, Arizona • 4d ago

POSITION SUMMARY:

This position supports the Guest Relations Manager and supervises a 30+ person team to run a 7 day-a-week guest contact operation that provides an efficient, high-quality visitor experience from entry to departure. Embrace and model excellent customer service, run efficient business operations and develop high employee morale. Support the Guest Relations Manager in the day-to-day operation of box office locations, attractions and guest facing programs.

MAJOR DUTIES AND RESPONSIBILITIES:

Assist in the day-to-day operations of the Guest Relations Department including ticketing, entry and exit points, information desk, Discovery Desk, 3-D theater, Carousel, and group areas.
Coach and guide team members to ensure they understand their role and its importance to the overall visitor experience.
Implement procedures for group arrival, check-in and departure process. Coordinate these activities on a daily basis to ensure the process is smooth, organized and efficient.
Manage all facets of box office ticketing operations including cash control, partner combination tickets, coupon/voucher redemptions and annual pass upgrades.
Maintain inventory controls of guest related collateral, including but not limited to ticket stock, visitor’s guides, annual pass cards, box office supplies etc.
Prepare daily schedule of assignments and equipment for Guest Relations Team.
In absence of Guest Relations Manager, conduct morning meeting for Guest Relations cast that is informative, motivating and responsive..
Work closely with group sales to ensure optimal group experience fulfillment on site.
Respond immediately to customer complaints and concerns; use judgment to resolve complaints to the guest satisfaction.
Coach and orientate new Guest Relations Team Members in proper procedures by providing training materials and hands on teaching.
Identified as first responder in the case of emergency or crisis situations.
Comply with safety and security directives, policies and procedures, including training for safety critical attraction positions (3-D Theater and Carousel).
Performs other related duties as assigned.
Ability to operate a computer and keyboard.

Requirements

REQUIRED EXPERIENCE:

High School diploma or GED required. College degree preferred.
1-3 years’ experience in customer service/sales/admissions supervisor position.
1-year experience supervising a team of 10 or more team members.
Experience with cash handling, tracking, loss prevention and accounting systems for generated revenue.
Experience with complex point of sale systems. Experience with Gateway/Galaxy is a plus.
Must lead by example, have strong communication skills and be able to work with the general public.
Must be able to motivate and energize a diverse group of team members.
Must be able to handle confidential information.
Must be willing to work a minimum of 38-40 hours per week, including weekends and holidays.
Strong computer skills, including Word and Excel.

PHYSICAL AND MEDICAL REQUIREMENTS:

Ability to push/pull up to fifty pounds.
Ability to stand for long periods of time, as well as walk.
Ability to use hands to finger, handle, or feel; and reach with hands and arms.
Ability to balance, stoop, kneel, crouch, climb stairs, or crawl.
Required to frequently talk and hear.
No impairment of sight, smell, hearing, touch, balance and agility of movement which might interfere with ability to work.
Specific vision requirement for this job include close vision, color vision, depth perception, and the ability to focus.
Must be able to take directional cues directly or indirectly.
Ability to work in an environment that may be loud at times.
Ability to work in all weather conditions, including occasional extreme hot or cold, and wet and/or humid conditions.
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Successful completion of pre-employment drug screening and background check.
Allergies related to animals or plants, which might interfere with ability to work, must be controlled by medications or protective equipment