Manager of Uptown Guest Services Operations

Audubon Institute•New Orleans, LA

About The Position

The Manager of Uptown Guest Services Operations is responsible for the daily operations of the department, which includes coaching and managing both Guest Services staff and supervisors. This individual closely collaborates with the Guest Service Director and Aquarium Manager to ensure the success of the Audubon Nature Institute by meeting or exceeding established objectives related to guest satisfaction, employee satisfaction within guest services, and adherence to service quality standards. The Manager works alongside the Guest Service Director and Aquarium Manager to create a welcoming atmosphere that prioritizes superior guest service and high product quality. The Manager sets a strong example for staff to follow, ensuring that all personnel deliver outstanding service to our guests. Additionally, the Guest Services Manager oversees various attractions, including the Audubon Train, Shuttle Bus, Carousel, Cool Zoo, and birthday events.

Requirements

High School Diploma or equivalent
Strong verbal and interpersonal skills
Proficiency in computer literacy
Ability to work flexible hours, overtime, evenings, weekends and holidays as needed
Able to work with minimum supervision
Minimum five years managerial experience

Nice To Haves

A Vailde drivers license
Bachelors Preferred

Responsibilities

Serves as the standard bearer of excellent guest service.
Instrumental in identifying themes and recommending improvements to the Guest Service Director using guest service feedback, trends, and analytics to measure performance.
Personally, demonstrates a commitment to guest service by responding to guest needs and recommending action plans to permanently address guest service failures.
Is committed to making every guest a satisfied guest.
Ensures all employees, including new hires, know all components/features of our guest service commitment and are trained to meet service standards.
Empowers employees to deliver excellent guest service by encouraging and rewarding responsive guest assistance.
Ensures guest service standards contribute to the delivery of consistent guest service.
Follows up on guest service strategies for all staff.
Evaluate guest services employees, including supervisors.
Maintain department employee files.
Assume duties of supervisors and line staff when necessary.
Assist director in achieving strategic planning goals.
Keeps the Director informed of any issues that hinder or affect the staff and department’s operation and stability.
Prepare monthly managers schedule and assist supervisors with staff schedule.
Helps to develop guest service supervisors by acting as a mentor for direct reports. Ensures employee training objectives and development plans are completed.
Manages human resources functions including recruiting, selection, training, performance evaluation.
Emphasizes the importance of proper employee selection, training, and development as a way of doing business.
Maintains a positive, cooperative work environment between staff and supervisors. Coaches and mentor’s employees in a positive and respectful manner to have a positive impact on the employee’s performance.
Ensures all Guest Service employees know and understand the Audubon mission and objectives.
Works closely with Membership and Sales Reservationist to ensure proper training to all GS staff Members.
Understands the importance of Guest Services departments being properly staffed to meet guest expectations and budget objectives.
Maintains an effective open-door policy to address employee and supervisor concerns.
Administers policies fairly and consistently. Resolves employee concerns in a fair and timely way.
Monitors and maintains acceptable turnover levels. Performs all performance appraisals as required for direct reports.
Assist in maintenance of all equipment.
Maintain data records for equipment.
Report facility attendance and revenues to Director of Guest Services.
Works with Director to identify business plan initiatives. Follows up to ensure business plan objectives are put into action and manages those actions toward the achievement of service objectives.
Analyzes headcount, processes, and procedures to make recommendations to the Director on methods to streamline the guest experience.
Maintain payroll for department.
Monitor staff and management for meeting combo percentage goals.
Monitor staff overages/shortages and ticket system problems.
Provide monthly reports on ticket system problems to director.
Be responsible for Audubon purchase card purchases and statement reconciliation.
Approve minor purchase orders and check requisitions; order supplies as needed.
Guest Services operates as a centralized department, requiring leaders to provide support to all locations as needed.