Guest Service Supervisor

Guest Services Supervisor

Summary

The Guest Services Supervisor ensures that guests receive exceptional service at all times. From hiring to training, supervising and mentoring the Guest Services team, they are a subject matter expert and leader for consumer satisfaction within the team.

To excel as a Guest Services Supervisor, you are friendly, positive, and energetic. You have strong leadership qualities and enjoy inspiring others.  You apply your initiative to a number of tasks and can assess when your team requires assistance.

Responsibilities and Duties include but aren’t limited to

• Manages the flow of guest traffic to optimize the Park experience.
• Manages the central cash on location, prepares cash deposits, and change orders weekly.
  
• Manages supplies on location.
  
• Completes weekly reports for the Guest Service Manager.
• Oversees Guest Service sales activities to increase profitability.
• Ensures Agents participate and implement sales training strategies.

• Identifies high-performing employees and aligns duties and development to suit skills and interests for immediate and future development.
• Trains and schedules employees on the Guest Services Team.
• Fosters the WildPlay culture in the Guest Services Team.
• Interacts with Guests to ensure expectations are set, met, and exceeded.
• Leads by example and fills-in for Guest Services Agents or the Team Lead when necessary.
• Models Guest Services best practices and WildPlay principles.
• Ensures that the Guest Services team works efficiently to accomplish tasks.
• Ensures that WildPlay's guest experience and service standards are met in every area of the Park
• Trouble shoot the POS systems and reach out to fix issues.
• Responds to issues escalated to the Guest Services Supervisor, either by amending the situation or by escalating to Guest Service Manager.
• Carry out other duties as assigned by the Guest Service Manager, and Attractions Manager.

Required Qualifications and Skills

• Formal education, or proven experience, in supervising a consumer service environment.
• Proven experience delivering staff training, and providing team leadership and mentorship.
• Dedicated and highly-motivated to lead others.
• Expertise in WildPlay's products, services, and Park processes.
• Proven ability to promote products and services that lead to immediate and future bookings or referrals.
• Strong technical abilities, including the ability to work with standard Microsoft Office applications, reservation systems, with the ability to learn new software and computer systems.
• Demonstrated ability to exceed guest expectations. ​
• Able to manage multiple projects, adhere to budgets, and solve problems with attention to detail.
• Physical demands include standing, sitting and occasional bending/twisting/ kneeling.
• Excellent written and verbal communication skills.
• Solid judgment and strong decision-making skills.

Work Relationships:

The Guest Services Supervisor reports to the Guest Service Manager and Attractions Manager.  Guest Service Leads look to this position for leadership and guidance, and may provide direction to Guest Service Agents, Element Guides, and other Park staff as required.

Work Schedule :    

The Guest Services Supervisor works a flexible schedule of full time work, based on the needs of the business.  There may be requirements to travel to various site locations when appropriate, as well as working both evenings, weekends, and holidays. 

Open Positions:

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