Guest Services Supervisor-Admission, Memberships, Group Sales & Ice Rink

Job Description: Guest Services Supervisor

Focus Areas: Admission, Memberships, Group Sales & Ice Rink

Schedule: Full-time (40+ hours per week), Tuesday - Saturdays

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

Position Overview:

The Guest Services Supervisor for Admissions, Memberships, Group Sales, and the Ice Rink is responsible for overseeing all aspects of admissions, membership, group sales, and ice rink operations. This includes managing pricing, staff training, sales, scheduling, and day-to-day operations. The Supervisor will ensure smooth execution of admissions and memberships processes, manages group sales in coordination with our Education Department, coordinate all aspects of the Ice Rink, and support all other guest services operations during events and peak times.

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 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

Admissions and Membership Operations:

• Research and implement pricing changes for admissions and memberships in collaboration with the Director of Guest Services
• Train staff on POS functions and ensure efficient operation.
• Manage discounts, promotions, and reciprocal zoo programs.
• Update ticketing and discounts in the POS system.
• Run reports to track budgets, attendance, and sales goals.
• Oversee membership sales, renewals, and corporate programs.
• Coordinate membership benefits and respond to member inquiries.
• Provide membership and admission content to marketing for promotions.

Group Sales Operations:

• Coordinate field trip sales and group bookings in partnership with the Education Department.
• Maintain accurate records, process transactions, mail wristbands and tickets, and communicate with group leaders.
• Meet groups on-site to ensure a seamless entrance and experience.

Ice Rink Operations:

• Research and implement pricing for public skating, ice rentals, and special programs in collaboration with the Director of Guest Services.
• Coordinate with teams for scheduling ice time, including practices, games, and events.
• Research ice rink trends and collaborate with Director of Guest Services to implement new offerings to drive attendance and revenue.
• Manage public skating, birthday parties, field trips, and drop-in sessions.
• Schedule and train ice rink staff, ensuring proper coverage and safety.
• Oversee the Learn to Skate program and ensure smooth operation.
• Collaborate with the Volunteer Coordinator on the oversight of ice guard volunteers
• Keep the ice rink calendar updated and integrated with the zoo’s website.
• Collaborate with marketing to promote ice rink activities online.
• Manage ice rink events and rentals during the off-season.
• Purchase necessary supplies for the ice rink (for example: ice skates, skate helpers, etc.)

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 in a timely manner, ensuring a positive experience.
• Supervise and train guest services staff, ensuring high standards.
• Collaborate with marketing to promote memberships, sales, and ice rink events.
• Handle cash office duties, including counting money and obtaining change.
• Assist with vendor relationships and purchase supplies for guest services.
• Program and troubleshoot POS system and liaise with IT when necessary.
• Act as Shift Supervisor during the winter months at the Ice Rink.
• Collaborate with Director of Guest Services to develop and maintain annual departmental budgets
• 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 3 years of supervisory experience in a customer service role
• Strong communication, organizational 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
• Ability to manage multiple tasks simultaneously and maintain attention to detail
• 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 experience working with large groups and group sales programs 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
• Zoo Gift Shop, Event, Concession, and Ice Rink discounts
• Complimentary zoo membership
• Individual membership to YMCA
• Professional development and training opportunities
• Positive and collaborative work environment

Job Type: Full-time

Shift: Day shift (Tuesday-Sundays 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