HOW YOU WILL IMPACT OUR MISSIONThe Guest Services Supervisor is responsible for the day-to-day operations of the Guest Service programs by ensuring the highest levels of guest service and team engagement. This position reports to the Guest Services Manager. WHAT YOU WILL DO
Ensures staff engagement through development initiatives and performance management. Coaches staff to ensure they are meeting assigned goals and consistently meeting great guest services standards.
Schedules and supervises staff to support park operations, including leading the hiring and training process. Responsible for setting optimal staffing levels to ensure the best guest experience in a fiscally responsible manner.
Acts as Duty Manager when assigned. Ensures guest services operations are running smoothly and all guest issues are addressed professionally and timely.
Assists Manager with developing, improving, and implementing guest services policies, programs, and procedures.
Supports the development of departmental budget and monthly forecasting updates to ensure a positive year-end outcome.
WHAT WE ARE LOOKING FOR
We’re looking for a dynamic, hands-on leader who thrives in a fast-paced environment and can confidently manage complex attractions and transportation operations while keeping safety and the guest experience at the forefront. The ideal candidate is a proactive problem-solver who anticipates operational needs, uses data and sound judgment to improve efficiency and throughput, and holds themselves and their team to high standards of performance and accountability. Most importantly, we’re looking for a strong people leader who builds engaged teams, develops others, and can balance operational excellence, rigorous safety standards, and exceptional guest service every day.
JOB EXPERIENCE
1 year minimum of progressively responsible leadership experience
1 year minimum of customer service experience
EDUCATION AND CERTIFICATIONS
Business Administration, Travel & Tourism, Communications, Recreational Management, or other applicable field of study.
SKILLS AND KNOWLEDGE
Must have strong organizational skills
Must have effective communication (verbal and written) and public speaking skills
Ability to manage internal and external customer interactions with a high level of tact and diplomacy
Able to operate moderately complex computer software programs
