What are the responsibilities and job description for the Guest Services Lead position at Alaska SeaLife Center?
Summary:
This position is responsible for serving as the lead representative for Guest Services functions at the Alaska SeaLife Center. The five primary responsibilities for this position are 1) ensure proper customer service at the ticketing counter 2) facilitate atypical and large group reservations 3) oversight of seasonal Guest Services team 4) cultivating major client relationships and handling associated contracts; and 5) supporting Development team with data entry and events.
Education/Training Requirements:
At least two years’ experience in guest services/retail, and High School Degree required.
Experience in a supervisory role preferred.
Experience in tourism industry, office setting, or food service/barista preferred.
Essential Duties:
Leads front of the house sales functions by providing front-line service, as well as leading overall training and oversight of seasonal ticketing cashiers to ensure efficient and professional workflow and maximum customer service and sales.
Is responsible for maintaining partnerships with Major Clients. Leads annual Major Client Contract process and handles Major Client group reservations.
Facilitates independent group reservations, collaborating with Education and Husbandry Departments as needed to coordinate additional programming appropriate to the group.
Serves as first point of contact for all guest inquiries; including, but not limited to, phone calls, emails, front-line service at the ticketing counter, and greeting visitors in office areas.
Is responsible for maintaining the appearance of the sales and coffee cart counters, including counter displays, and ensuring both areas are well stocked. Works with the Department Directors to ensure lobby design meets customer and facility needs.
Is responsible for creating and maintaining efficient schedules for Ticketing Cashiers. Assists the Senior Development & Guest Services Manager in hiring ticketing cashiers necessary to meet seasonal staffing needs.
Reconciles daily ticketing revenues to ensure accurate reporting and accounting.
Assists Development team with data entry, acknowledgement processes, and event tasks as needed.
The assigned work schedule for this position is Thursday through Monday. Working weekends is required.
Fosters good relations with visitors, volunteers, community leaders, contractors, and fellow staff members by promoting positive attitudes, goodwill, cooperation, and providing high standards of service.
Complies with all Alaska SeaLife Center policies, procedures, and programs.
Performs other related duties as assigned.
Other Skills and Abilities:
Ability to communicate clearly and concisely and maintain friendly and positive attitude while interacting with the public under conditions which may be stressful at times.
Proficiency with Microsoft Word, Excel, and Gmail preferred. POS, Reservations Systems, or database experience preferred.
Demonstrates initiative and works effectively both independently and as part of a team.
Physical Requirements:
The physical demands described here are representative of those that must be met by the employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Salary : $20 - $22
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