Guest Services Manager
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Position Title: Manager, Guest Services
Department: Guest Services
Classification: Exempt
Direct Report: Senior Director, Guest Services
Position Summary:
The Manager, Guest Services is responsible for assisting the Sr. Director in the daily operations of the department as well as ensuring that all areas of the Point of Sale/Guest Services/Guest Services function and comply with standards, policies and procedures. The Manager is responsible for assisting in creating and updating department policies, procedures, trainings, and Standard of Operations manual (SOP). Familiarity with Tessitura ticketing systems and the ability to use other office applications are essential to this job.
Responsibilities:
- Hiring, training and evaluation of Point of Sale/Guest Services/Guest Services Staff.
- Conduct Assistant Managers Evaluations and performance action plans.
- Oversee and review the Full Time Leads’ and Part Time Evaluations and performance action plans.
- Manage and Maintain Staff When to Work schedules, vacation, and wellness request.
- Monitoring Front Desk transactions.
- Assist Sr. Director with monitoring and conducting Security Video Audits.
- Responsible for assisting Sr. Director with department staffing budget.
- Inventory and ordering of Office Supplies.
- Supervision of Point of Sale/Guest Services/Guest Services Assistant Managers.
- Supervision of Point of Sale/Guest Services Staff.
- Hire, Manage and Maintain department staffing level.
- Act as a Liaison between Departments.
- Create and implement Point of Sale/Guest Services cash handling procedure.
- Develop innovative way to enhance customer service.
- Monitor attendance to Aquarium.
- To perform other duties as workload necessitates.
Qualifications:
- Bachelor’s Degree preferred.
- Previous three years successful experience in a front desk environment and in a supervisory role encompassing training and performance evaluations.
- Superior understanding and demonstrated awareness of Guest Services roles and responsibilities.
- Effective problem analysis and resolution skills.
- Above average ability to organize, manage time and set priorities while meeting deadlines.
- Ability to be flexible and shift priorities to meet departmental requirements.
- Above average verbal and written communication skills.
- Ability to research and analyze various different types of data information.
- Proficiency with Microsoft Office Products (Word, Excel, PowerPoint).
Physical Demands & Work Environment:
The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color and peripheral vision, depth perception, and the ability to adjust focus. While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time. The noise level in the work environment is usually moderate.
Commitment:
I commit to Georgia Aquarium, Inc. to be a part of the following:
Vision: To be the Premier Aquarium in the World for Science, Entertainment, Education and Conservation.
Values: Respect, Teamwork, Integrity, Innovation, Leadership, Excellence, Appreciation & Inclusion
Mission: Georgia Aquarium is a nonprofit committed to inspiring awareness and preservation of our ocean and Aquatic animals worldwide.