Job Title: Guest Service Supervisor
Reports To: Director of Operations and Owners
FLSA Status: Non-Exempt
Salary: $16-$19
Summary: Responsible for promoting Company services and sales through effective sales techniques, good customer service and supervision of guest services staff by performing the following duties.

Duties and Responsibilities include the following. Other duties may be assigned.

• Implements and demonstrates world class service to guests of Daytona Aquarium and Rainforest Adventure at the Retail Store and Admission Gate areas.
• Develops and maintains an effective staff through the selection, training, motivation, termination and review of staff.
• Functions as role model to staff by performing all guest services functions as necessary, demonstrating good work habits, encouraging clean and safe work habits and promoting positive attitudes toward customers.
• Delegates and communicates daily job duties to guest service leads/staff and ensures team is completing jobs properly.
• Provides guidance and direction to staff to assist in their professional development, including facilitating cross-training of employees.
• Maintains employee work/vacation schedules to ensure staffing needs are met in accordance with company policy and guidelines.
• Adheres to and enforces standards within guest services area in accordance with Company policy.
• Performs opening and closing duties within admission and retail areas.
• Oversees the handing out, and return of, cash boxes and radios.
• Ensures staff maintain the facilities of the public facing areas in a clean, organized manner to produce a high-quality experience for guests.
• Assists with the intake, pricing, stocking, merchandising, and inventory of retail store products.
• Ensure multiple daily rounds of the institution and encourage conversation with guests/staff, to recognize address concerns and receive feedback on services.
• Follows up on all customer inquiries and/or complaints and establishes conclusions in a timely manner.
• Communicates with other department managers as needed to enhance the guest experience.
• Performs duties as cash controller and ensures cash drawers are reconciled and bank deposits completed.
• Ensures all merchandise is stocked and displays are attractive, priced correctly, and displayed in a safe manner.
• Oversees the scheduling and operation of group visits, private parties and special events.
• Adheres to all company policies and procedures paying special attention to health and/or safety procedures.
• Maintains flexible schedule to include weekend, evening and holiday hours.
• Maintains a professional appearance at all times and displays exceptional communication and interpersonal skills with internal and external customers.
• Performs other related duties as assigned.

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Language Ability:
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Math Ability:
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent, and to draw and interpret bar graphs.

Reasoning Ability:
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Education/Experience:
Associate’s degree (A. A. / A. S.) from two-year accredited college or technical school; one year related supervisory experience and/or training; or equivalent combination of education and experience.

Computer Skills:
To perform this job successfully, an individual should have general knowledge of MS Office software and POS systems.

Certificates and Licenses:
None

Equipment:
None

Knowledge, Skills, and Other Abilities:
Oral Communication Skills Problem Solving
Written Communication Skills Budgeting
Reading Skills Math Skills
Diplomacy Organization
Customer Relations Professionalism
Customer Service Teamwork

Physical Demands:
The physical demands 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.

Physical/Sensory Functions Amount of Time

None Occasionally Frequently Regularly

Stand

Walk

Sit

Use hands

Reach with hands and arms

Climb or balance

Stoop, kneel, crouch or crawl

Talk/Hear

Taste/Smell

Push/Pull

Lift and/or Move
25

Indicate weight in pounds.

Vision Requirements:
❑ No Special Vision requirements

• Close Vision (clear vision at 20 inches or less)

❑ Distance Vision (clear vision at 20 feet or more)

❑ Peripheral Vision (ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point)

❑ Depth Perception (three-dimensional vision, ability to judge distances and spatial relationships)

❑ Ability to Adjust Focus (ability to adjust the eye to bring an object into sharp focus)

❑ Ability to See Color

Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Description of Environmental Conditions Amount of Time

None Occasionally Frequently Regularly

Wet or humid conditions (non-weather)

Work near moving mechanical parts

Work in high, precarious places

Fumes or airborne particles

Toxic or caustic chemicals

Outdoor weather conditions

Extreme cold (non-weather)

Extreme heat (non-weather)

Risk of electrical shock

Work with explosives

Risk of radiation

Vibration

Animal Bites

Exposure to venom and animal poison

Animal blood/urine/fecal matter

Noise Level:

❑ Not applicable

❑ Very quiet

❑ Quiet

• Moderate noise

❑ Loud

❑ Very loud

Job Type: Full-time

Pay: $16.00 - $19.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Employee discount
• Flexible schedule
• Paid time off

Schedule:

• 8 hour shift
• Evenings as needed
• Holidays
• Weekends as needed

Work setting:

• In-person

Education:

• High school or equivalent (Preferred)

Experience:

• Management: 2 years (Preferred)

License/Certification:

• Driver's License (Preferred)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)

Work Location: In person