Guest Services Supervisor, Admissions

SC AQUARIUM•Charleston, SC

About The Position

The Guest Services Supervisor leads the daily operations of the Guest Services Admissions team to provide efficient, welcoming, and well-organized entry into the Aquarium. The role supervises staff, oversees admissions processes, and implements procedures that support excellent guest experiences, operational readiness, and safety compliance. The typical weekly schedule is 8:00 a.m.–5:00 p.m., Sunday–Thursday, with some flexibility required during peak seasons. The role also requires availability to work weekends, holidays, and evenings, including adjusted schedules during Aquarium Aglow and peak seasons. The supervisor oversees admissions operations and staff coverage, ticketing and cashiering procedures, training, scheduling, guest service recovery, equipment and supply management, and the opening and closing of Admissions areas. The role may also perform frontline admissions duties, cross-train with the Guest Services Center, support first aid and emergency procedures, and participate in Aquarium-sponsored programs and events. The position supervises Guest Services Associates and works in a primarily public-facing environment with frequent contact with guests, vendors, and staff.

Requirements

At least three years of experience in a guest service or customer-facing environment.
High school diploma or GED.
Excellent verbal and written communication and leadership skills.
Commitment to enthusiastic guest service and maintaining a culture of fun and excellence.
Ability to work effectively in a fast-paced, high-volume guest services environment.
Strong problem-solving and service recovery skills, with a calm and professional demeanor.
Ability to adapt quickly to changing conditions and operational needs.
Comfort speaking with individuals and groups of varying sizes.
Goal-oriented approach, strong organizational skills, and attention to detail.
Familiarity with Aquarium exhibits, services, events, and community attractions.
Proficiency in Microsoft Office applications, including Excel, Word, PowerPoint, and Outlook.
Valid driver’s license.
Current First Aid and CPR certification.
Ability to perform regular walking, standing, sitting, bending, stooping, and computer and phone use.
Ability to occasionally lift items weighing less than 50 pounds and move mobile carts, wheelchairs, umbrellas, and crowd control barriers.
Availability to work weekends, holidays, and evenings, with schedule adjustments during Aquarium Aglow and peak seasons.

Nice To Haves

Experience with point-of-sale, CRM, and/or ticketing or reservations systems.
Previous supervisory or lead experience.

Responsibilities

Supervise Guest Services Admissions Associates and ensure smooth daily operations and adequate coverage at guest entry points.
Provide efficient, friendly guest entry and proactively address guest needs.
Maintain advanced knowledge of ticketing systems, admissions processes, and Aquarium programs.
Ensure compliance with cashiering policies, including daily cash setup, balancing, auditing, and accurate reporting.
Provide guests with current, accurate information and promote Aquarium programs, exhibits, and services.
Train, coach, and mentor staff and maintain accurate training documentation.
Create and manage daily staff schedules and rotations; approve and monitor part-time staff timecards.
Handle guest concerns and service recovery in accordance with the Aquarium’s Service Recovery Plan.
Maintain up-to-date operational information and resources to support communication and teamwork.
Oversee opening and closing of Admissions areas, including ticket sales, scanning desks, Bluestone, the Information Desk, exit areas, and virtual reality attractions.
Ensure Admissions equipment and systems are operational and report maintenance needs.
Assume frontline roles, including ticket booth, information desk, point of sale, virtual reality, and group admissions, as operationally required.
Crosstrain with the Guest Services Center team and provide phone and email support as needed.
Manage admissions supply inventory and equipment.
Maintain cleanliness, organization, and appearance standards in Admissions areas.
Support first aid incidents and assist with safety and emergency response procedures.
Foster effective internal and external guest service, communication, and teamwork.
Maintain required availability for weekends, holidays, and evenings, including adjusted schedules during Aquarium Aglow and peak seasons.
Participate in Aquarium-sponsored programs and special events in support of the organization’s mission.
Promote a welcoming, inclusive team environment and mentor new staff members.
Maintain current First Aid and CPR certification and provide medical assistance to staff and guests as needed.
Perform other duties as assigned.