Guest Services Supervisor

Florida Aquarium•Tampa, FL

7h•Onsite

About The Position

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.

Requirements

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

Responsibilities

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.
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.
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.