Guest Service Supervisor

ANAKEESTA•Gatlinburg, TN

1d•Onsite

About The Position

Anakeesta is an award-winning theme park located in Gatlinburg, TN, offering unique outdoor experiences at the top of the Smoky Mountains. The company is seeking a Guest Service Supervisor to serve as the primary point of contact for guests and represent the company's public image. This role involves overseeing the guest service and ticketing team, acting as an ambassador of adventure, entertainment, magic, and excitement, and ensuring a memorable representation of the experiences available at Anakeesta.

Requirements

Exceptional communication skills, leadership, problem solving, and organizational skills.
Ability to perform multiple tasks in a fast-paced work environment, have a sense of urgency to complete projects and be detail oriented.
Professional, friendly, and a positive-solution oriented attitude.
Experience in training, development and counseling of employees.
Available to work days, nights, weekends and holidays.

Nice To Haves

Previous supervisory experience.
Relevant work experience in sales, guest services in the hospitality, theme park or travel/tourism market.

Responsibilities

Interview, train, and develop associates to assist in the day-to-day operations.
Review schedule to make sure the department is staffed properly, and it is published in a timely manner.
Ensure that ticket sales agents are efficiently processing ticket, season pass, and activity sales.
Ensure the staff are aware of what attractions are open, what attractions are closed and why, ensuring that they have scripts that assist them in providing informative and appropriate answers.
Maintain cleanliness of all areas visible to guests.
Ensure opening/closing procedures and checklists are completed.
Updating all the information spreadsheets needed for company/department tracking of sales and visits.
Work with other departments to provide the best guest services possible.
Work with VIP guests to ensure that they move through the system promptly.
Assist with budgets and forecasting to hit budget numbers.
Ensure all staff are trained to help with the control and efficiency of the ticket lines, lift lines, and crowd control.
Counsel staff members when needed.
Record information and complete Incident Injury Reports. Notifies Director and Manager of Guest Services, MODs, and Safety Manager of all incidents.
Ensure that all staff are greeting and engaging with guests.
Ensure that all scanning locations are operational and accurate for head count.
Monitor all comments and complaints and respond within 24hrs, reaching out to the department heads to inform them on the comment/complaint for training purposes.
Other duties as assigned.