Guest Experience Supervisor

Job Description

Job Summary:

To surpass the expectations of every Guest by ensuring world-class service while consistently exhibiting a high level of positive energy that models and supports engaging experiences, team morale, and up-selling opportunities. To be a leader both in actions and in words for Reunion Tower Operating Company and to work with all partners to create and maintain a world class operation. To be a model in practicing and promoting the vision, mission, values and brand standards of Reunion Tower.

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Responsibilities and duties:

• Act as Manager on Duty, as needed, for the tower and be a leader both in actions and in words to work with all tower operators, contractors and ambassadors.
• Must know and keep up with photography techniques, camera and POS procedures, sales techniques, product and tower knowledge.
• Perform opening and closing responsibilities.
• Be flexible in scheduling.
• Cover open positions.
• Support and assist in administering training.
• Must be able to solve problems with little or no assistance.
• Maintain a steady stream of communication with established recipients that addresses all elevator, guest, media, and emergency incidents.
• Immediately assist in the operation of ticket sales, elevators, photo or wherever help is needed.
• Model and ensure enforcement of all company policies, procedures and processes.
• Ensure smooth and orderly flow of guests that complies with all safety and security regulations while maximizing efficiency.
• Ensure the successful completion of count outs and cash drops.
• Maintain Communication binders and materials.
• Follow all brand standards and initiatives.
• Act as a positive brand Ambassador for RTOC at all times.
• Any other responsibilities as defined by management.
  
  

Specific Job Knowledge, Skills, and Abilities:

• English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition and grammar.
• Sales and Marketing — Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques and sales control systems.
• Guest Service — Knowledge of principles and processes for providing customer services. This includes customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction.
• Administration and Management — Knowledge of business and management principles involved in strategic planning, resource allocation, resources modeling, leadership technique, process methods and coordination of people and resources.
• Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate and not interrupting at inappropriate times.
• Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Persuasion — Persuading others to change their minds or behavior.
• Social Perceptiveness — Being aware of others' reactions and understanding why they react as they do.
• Speaking — Talking to others to convey information effectively.
• Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one.
• Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
• Service Orientation — Actively looking for ways to help people.
• Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.
• Coordination — Adjusting actions in relation to others' actions.
• Operations Analysis — Analyzing needs and product requirements to develop growth strategies.
• Management of Personnel Resources — Motivating, developing, and directing people as they work, identifying the best people.
• Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.
• Oral Expression — The ability to communicate information and ideas in speaking so others will understand.
• Speech Clarity — The ability to speak clearly so others can understand you.
• Deductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense.
• Time Management — Managing one's own time and the time of others.
• Speech Clarity — The ability to speak clearly so others can understand you.
• Written Comprehension — The ability to read and understand information and ideas presented in writing.
• Fluency of Ideas — The ability to come up with a number of ideas about a topic (the number of ideas is important, not their quality, correctness, or creativity).
• Speech Recognition — The ability to identify and understand the speech of another person.
• Written Expression — The ability to communicate information and ideas in writing so others will understand.
• Inductive Reasoning — The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
• Originality — The ability to come up with unusual or clever ideas about a given topic or situation, or to develop creative ways to solve a problem.
• Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
• Grooming - All employees must maintain a neat, clean and well-groomed appearance per Reunion Tower Operating standards.
  
  

Physical Demands:

• Stooping: Bending body downward and forward by bending spine at the waist. This factor is important if it occurs to a considerable degree and requires full use of the lower extremities and back muscles.
• Kneeling: Bending legs at knee to come to a rest on knee or knees.
• Reaching: Extending hand(s) and arm(s) in any direction.
• Standing: Remaining upright on the feet, particularly for sustained periods of time.
• Walking: Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another.
• Pushing: Using upper extremities to press against something with steady force in order to thrust forward, downward or outward.
• Pulling: Using upper extremities to exert force in order to draw, drag, haul or tug objects in a sustained motion.
• Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position to-position.
• Fingering: Picking, pinching, typing or otherwise working, primarily with fingers rather than with whole hand or arm as in handling.
• Grasping: Applying pressure to an object with the fingers and palm.
• Feeling: Perceiving attributes of objects, such as size, shape, temperature or texture by touching with skin, particularly that of fingertips.
• Talking: Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to other workers accurately, loudly, or quickly.
• Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction and having the ability to receive detailed information through oral communication and making fine discriminations in sound.
• Repetitive motions: Making substantial movements (motions) of the wrists, hands, and/or fingers.
• Light work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.
• The worker is required to have visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned.
• The worker is subject to inside environmental conditions: Protection from weather conditions but not necessarily from temperature changes.
  
  

Qualification Standards:

• Flexible schedule in order to accommodate events, promotions, deadlines and other demands of the business; days, evenings, holidays and weekends.
• College degree preferred.
• Superior oral, written and interpersonal communication skills and presentation skills, must display confidence and poise in meeting and dealing with people face-to-face.
• Ability to exercise sound judgement, as well as analytical and effective problem-solving skills.
• Analytical and process-focused frame of mind with a strong desire to learn and continuously improve performance standards.
• Positive upbeat leader with proven collaboration and motivational abilities.
  
  

Experience:

• Attraction or hospitality industry experience preferred.
• Previous supervisory experience is a plus.
• Strong cash handling experience.
• Banquet or concierge experience is helpful.
  
  

Licenses or Certificates:

• Texas Alcoholic Beverage Certification (TABC) preferred, must possess the ability to obtain if provided by company.
• Certified Tourism Ambassador Certification (CTA) preferred, must possess the ability to obtain if provided by company.
• CPR Certified preferred, must possess the ability to obtain if provided by the company.
• Valid driver’s license.
  
  

The Company is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristic. The EEO is the Law poster is available here: http://www1.eeoc.gov/employers/poster.cfm