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.
