Guest Services Supervisor

Job Description: Guest Services Supervisor

Focus Areas: Gift Shop, Amenities & Grounds

Schedule: Full-time (40+ hours per week), Sunday-Thursdays

*Holidays, over-time, occasional evenings, and varied schedule may be required*

Position Overview:

The Guest Services Supervisor is responsible for overseeing the zoo’s gift shop, amenities and groundskeeping as well as assisting with ice rink operations during the winter months. This includes managing purchasing, pricing, inventory, rides, third-party contracts, staff training, and daily operations. The Supervisor ensures efficient execution of retail and amenity services, coordinates guest services at the Ice Rink during winter, and enhances the overall guest experience during peak times and special events.

Key Responsibilities:

Supervision, Leadership and Training:

• Lead and manage guest services staff across all functions.
• Train staff on policies, procedures, and customer service standards in collaboration with the guest services leadership team
• Provide ongoing direction to ensure high performance, including handling disciplinary actions when needed.
• Support all guest services operations in the absence of other supervisors and maintain an understanding of all aspects related to the guest services department.
• Maintain strong collaborative working relationships with other Guest Service Supervisors

 

Visitor Service Excellence:

• Foster a positive guest experience by modeling outstanding customer service and resolving complaints effectively.
• Ensure smooth visitor flow and minimize wait times across guest service areas.
• Implement and oversee a customer service program in conjunction with the guest services leadership team.

Gift Shop and Amenities Operations:

• Oversee daily gift shop operations, ensuring organized sales processes and efficient inventory management.
• Perform monthly cycle counts and bi-annual full inventory counts.
• Create attractive, trend-based displays.
• Order staff and volunteer uniforms.
• Work with vendors to maintain relationships and stay within budget.
• Use reports and data to track sales and adjust strategies as needed.
• Manage the zoo’s online Shopify store, adding new products to increase sales
• Collaborate with the development team on ordering products for animal sponsorship packages.
• Stay up-to-date with trends in retail and zoos to continuously refresh offerings.
• Proactively make suggestions to improve the efficiency of the gift shop
• Take initiative to drive gift shop sales through strategic merchandising, promotions and exceptional customer service
• Develop and implement creative sales strategies to increase profit, including limited-time offers, bundled product deals, and seasonal gift packages.

Amenities Operations & Third-Party Contracts:

• Oversee and manage all amenities, including the train, carousel, scooter rentals, third-party vending machines and concessionaires.
• Act as the liaison for third-party contracts with external vendors, ensuring service levels and operational requirements are met.
• Coordinate maintenance and troubleshoot any issues with amenities and vending systems, ensuring reliability and quality for guests.
• Schedule and manage food trucks when concession stands are closed, ensuring smooth operations and guest satisfaction.

Groundskeeping/Janitorial Operations:

• Oversee groundskeeping/janitorial staff, ensuring cleanliness, proper waste management, and the upkeep of public areas, restrooms, pathways, animal exhibit windows, and signage throughout the zoo and ice rink.
• Develop and implement cleaning schedules, seasonal maintenance plans, and efficiency improvements.
• Submit work orders for tasks beyond the typical scope of work and coordinate with maintenance, horticulture, or outside contractors (when necessary) to address larger facility needs.
• Maintain inventory of cleaning supplies, ensuring cost-effective ordering and purchasing as needed.
• Collaborate with the Events Manager and other Guest Services Supervisors to ensure proper janitorial and groundskeeping coverage for all events.
• Work with the Volunteer Coordinator to identify projects suitable for corporate volunteer groups and communicate ongoing needs for volunteer assistance in cleaning and beautification efforts.
• Provide training on sanitation standards and best practices for cleanliness and guest safety, while also working with the Animal Care Management Team when protocols relating to cleaning are in place or need updated.

 

Ice Rink Operations:

• Assist with ice rink operations during the winter months, supervising staff and ensuring safety and customer service during public skating sessions.
• Act as Shift Supervisor and assist in managing all ice rink operations.
• Support all ice rink operations in the absence of other supervisors.

 

Operations Management:

 

• Oversee daily guest service operations, ensuring adherence to policies and procedures.
• Assist with event planning, setup, and tear-down.
• Respond to guest inquiries and resolve complaints, ensuring a positive experience.
• Supervise and train guest services staff, ensuring high standards.
• Handle cash office duties, including counting money and obtaining change.
• Collaborate with marketing to promote gift shop, amenities, and ice rink services.
• Manage vendor relationships and purchase supplies.
• Program and troubleshoot POS systems and liaise with IT when needed.
• Collaborate with Director of Guest Services to develop and maintain annual departmental budgets
• Act as Shift Supervisor during the winter months at the Ice Rink.
• Fill in for the Front Office as needed.
• Perform other duties as assigned.

 

Safety and Compliance:

• Ensure compliance with all safety protocols and procedures.
• Address facility or operational challenges in a timely and effective manner to maintain a safe environment for guests and staff.

**Must be able and willing to obtain and maintain a Food Safety Manager Certification

Qualifications:

• High school diploma or equivalent required; secondary education degree in business, hospitality, or related field preferred
• Minimum of 2 years of supervisory experience in a customer service environment
• Strong communication and interpersonal skills (both written and verbal), with the ability to motivate and lead a diverse team
• Proficiency in cash handling, point-of-sale (POS) systems, and Microsoft Office
• Attention to detail and strong organizational skills
• Ability to work flexible hours (incl. weekends, holidays and evenings), to accommodate the zoo's operation
• Ability to work in a fast-paced and dynamic environment
• Ability to be a self-starter as well as work within a team environment
• Previous gift shop buyer experience is a plus
• Previous experience in a zoo, museum or similar attraction is a plus.
• Commitment to providing outstanding guest experiences and supporting the zoo’s mission.
• Commitment to exhibiting actions that align with the company’s values of Commitment, Respect, Authenticity, Passion, Accountability.

 

Benefits:

• 401k with up to a 6% Employer Match
• Health, Dental and Vision Insurance (affordable employee contributions)
• Company paid life insurance, short term/long term disability, and AD&D
• Employee Assistance Program
• PTO beginning at 1 year of service
• Individual membership to YMCA
• Zoo Gift Shop, Event, Concession, and Ice Rink discounts
• Complimentary zoo membership
• Professional development and training opportunities
• Positive and collaborative work environment

 Job Type: Full-time

Shift: Day shift (Sunday-Thursdays 8 am –5 pm), plus additional evenings and dates due to special events. Schedule will adjust in the winter months to accommodate the Ice Rink.

License/Certification: Driver's License (Required)

Work Location: In person