Guest Services Supervisor

Position Summary

This position will function as a supervisor for the Guest Services Department. The Guest Services Supervisor is responsible for ensuring that staff and partners are supporting the operational and guest service needs of the Aquarium. Supervise full, part time and seasonal guest services staff.  Serve primary point of contact for all day-to-day guest services operations and emergency procedures (test and actual) to ensure exceptional guest service and safety throughout the facility.  

Essential Position Functions

• Oversee Aquarium Guest Service Operations
• Inspects all areas inside and out.   Conducts rounds of the Aquarium.
• POC for aquarium wide communications
• Ensures safe entry and departure for all aquarium guests, vendors, and staff
• Ensures smooth operation for all AVE tours and bookings.
• Manages crowd control and parking lot control.
• Point of contact for Guest Services daily operation. 
• Completes and maintains all daily logs, reports, and spreadsheets.  Tracks daily attendance.
• Assist with Cash Control, CityPass, and third party ticket vouchers
• Maintain and update as needed daily Guest Services SOPs.
• Implements all appropriate policies and procedures when necessary.  
• Safety
• Main point of contact for completing incident reports for staff and guests.
• Act as initial point of contact for all guest service employees during all emergency situations 
• Support special events by scheduling staff to ensure guest safety for the event.
• Daily Supervisory Responsibilities
• Conducts pre-shift meetings for Guest Services staff 
• Supports daily Guest Services staff 
• Supervises day-to-day operations of Guest Services department
• Interviews, selects, and schedules Guest Services staff
• Oversees training and corrective counseling of Guest Services staff
• Support TFA Shared Purpose by participating in a Conservation Day of Action shift on an annual basis
• Other duties as assigned.

Educational Requirements and Technical Skills

• High school diploma or GED equivalent, college degree preferred
• 3-years of experience in hospitality, operations, or a related field
• Management/supervisory experience preferred
• Current CPR/First Aid certification (or ability to obtain within 6 months)
• Knowledge of Altru ticketing software a plus
• Experience in coordinating with fire, rescue and law enforcement during incidents
• Experience in dealing with customers and customer issue resolution
• Knowledge of Microsoft Office software
• Knowledge of security camera operation

Competencies

• Customer Focus – Demonstrates courtesy, cooperation and friendliness with staff, volunteers and customers.  Actively listens, anticipates and evaluates the customer’s needs. Ensures that customer satisfaction is a priority in all areas of responsibility. Actively engages our customers while fulfilling job responsibilities.
• Business Focus – Strives to positively affect organizational success in completion of job requirements, manages resources effectively, and takes positive actions to enhance the Guest experience.  Recognizes how their own performance and contributions impact departmental and organizational goals, strategies and results.  Keeps TFA business and Customer’s well-being at the forefront of day-to-day focus.
• Planning/Decision Making – Establishes a course of action with specific goals and objectives in mind.  Allocates resources and sets priorities in the most efficient and effective way while respecting our collection and environment with high ethics and standards.   Demonstrates the ability to make the best informed decisions considering alternatives and available information.   Develops contingency plans anticipating needs and changes in the work environment while seeking win-win solutions.
• Reliability/Accountability – Demonstrates the ability to complete tasks punctually, meet deadlines and follow through on commitments.  Provides consistent and timely work free of errors and omissions.  Demonstrates good time management skills by using time effectively and efficiently.  Arrives at work and meetings on time.  Takes responsibility for actions and behavior and learns from experiences. 
• Problem Solving/Judgment – Provides realistic solutions in a timely manner based on consideration of alternatives and consequences.  Demonstrates ability to evaluate alternatives and make judgments based on facts and the best interest of the organization.   Demonstrates the courage to innovate and change when appropriate. 
• Interpersonal Skills/Teamwork – Demonstrates the ability to work collaboratively within a team and across departments for organizational success.   Demonstrates a positive attitude and initiative, seeks to understand before being understood.  Fosters a positive, supportive and encouraging work environment.  Demonstrates respect for other’s opinions, trusts in their abilities and recognizes their contributions.
• Initiative – Demonstrates the ability to proactively seek opportunities and solutions to challenges.   Demonstrates self- motivation in completing job requirements and consistently strives to improve performance.   Initiates new ideas by challenging the status quo to find new ways to do things better.  Asks questions and seeks guidance when needed.
• Professionalism – Demonstrates honesty and integrity at all times, and takes accountability for their actions.  Maintains composure, objectivity and a professional manner at all times.   Complies with FLAQ’s Policies and Procedures.  Behaves consistently with the values of the organization and acts as a role model.
• Communication – Effectively expresses ideas and ensures spoken or written communications are complete, clear and understandable.  Actively listens and openly communicates with others.  Ensures information is conveyed in a timely and appropriate manner.   Encourages others to express their views.  Positively accepts feedback and offers constructive feedback to others.
• Leadership (Supervisory) – Shows leadership by providing vision and strategies; sets clear expectations and goals for the team that support departmental and organizational goals. Guides staff toward individual accomplishments, departmental and organizational goals. Exhibits and demonstrates core value competencies. Creates a positive environment in which people are motivated to do their best; invites input from team and can delegate responsibility appropriately; recognizes contributions and supports professional growth of staff.

Typical Physical Requirements

• Ability to handle high stress situations in a calm manner
• Ability to work irregular hours and outdoors
• Ability to work nights, holidays, weekends, and extended hours.
• Sitting, standing, walking – at least 4-6 hours per shift
• Bending/stooping, climbing ladders – frequently
• Kneeling/squatting, reaching above shoulders – occasionally
• Carrying/lifting up to 50 lbs.
• Coping with demands (stresses that are associated with the job and/or the work environment) so that acceptable levels of performance and overall contribution are maintained
• Flexibility in working weekends and evenings
• Flexibility in working holidays