What are the responsibilities and job description for the Guest Services Supervisor position at Rawhide?

Job Description

LOCATION : Wild Horse Pass Presents Event Locations

COMPENSATION : $19.04-$24.57

HOURS OF WORK : Event-Based

FLSA STATUS : Non-Exempt, Temporary

SUPERVISORY : No

REPORTS TO : Events Manager

Summary :

A Guest Services Supervisor oversees ticketing operations and provide support to the Box Office team for Wild Horse Pass Presents (WHPP). This role involves coordinating team schedules, ensuring smooth processes at ticket counters and entry points, and delivering outstanding service to guests. Responsibilities include assisting with ticketing, managing staff schedules, maintaining organized workspaces, and completing administrative tasks to enhance the overall experience.

Responsibilities :

Guest Interaction & Ticketing Assistance :

Deliver professional, courteous, and efficient service to guests, addressing ticketing-related inquiries and concerns.
Provide event information and guide guests in selecting ticket options.
Support guests at entry points, verifying tickets for event access.

Ticket Sales & Transactions :

Facilitate ticket purchases using computer-based and manual systems.

Process payments accurately, handling cash, credit, and other payment methods.

Verify tickets at entry and resolve any issues related to validity or scanning.

Scheduling & Team Coordination :

Create and manage work schedules for Guest Services II employees to ensure adequate coverage during events.

Adjust schedules as needed to accommodate changes in event requirements or staffing availability.

Communicate scheduling updates to team members and address any questions or concerns.

Ensure team members are informed of and prepared for all scheduled holidays, as working these days is mandatory.

Administrative Contributions :

Maintain accurate records of ticket sales, inventory, and attendance.

Support preparation of reports and documentation related to ticketing operations.

Workstation Management :

Keep the Box Office area clean, organized, and well-stocked with supplies.

Monitor ticketing equipment for functionality and report technical issues promptly.

Team Support & Leadership :

Assist in training and onboarding new team members to meet service standards.

Act as a resource for Box Office staff, providing guidance and addressing concerns during shifts.

Communicate team performance and operational updates to management.

Restricted Driving :

Driving any company vehicle or equipment is strictly prohibited.

Supervisor Responsibility :

Oversees the supervision of personnel, which includes hiring, work allocation, training, problem resolution; evaluates performance and makes recommendations for personnel actions; motivates employees to achieve peak productivity and performance; provides guidance and feedback for assigned staff.

Other Duties :

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Working Conditions :

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Work will primarily be performed in an office environment.

Work will be performed both inside and outside on a regular basis, in most weather conditions.

Noise level in the work environment is usually moderate.

Evening, weekend, and holiday shifts are required as a normal part of this position.

Occasional local day travel, Local travel to managed businesses.

Physical Demands :

While performing the duties of this job, the employee is regularly required to sit, stand, and walk extended period. The employee occasionally is required to bend, climb, stoop, lift, carry, push, kneel, crouch, or crawl. The employee must regularly lift and / or move 15 pounds, and occasionally lift and / or move up to 25 pounds.

Required Qualifications :

High School diploma or GED.

Ability to stand for long periods and adapt to varying weather conditions.

Availability to work evenings, weekends, and holidays, with mandatory shifts on scheduled holidays.

A satisfactory result obtained through a test for illegal drugs.

Acknowledge and agree to maintain a drug-free workplace.

Preferred Qualifications :

Knowledge and experience working with Gila River Indian Community or other Native American Communities.

Proficient in MS office and other relevant workplace tools.

Salary : $19 - $25

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