What are the responsibilities and job description for the Seasonal Guest Relations Supervisor position at Detroit Zoological Society?
General Description
The Guest Relations Supervisor is responsible for supervising subordinates who provide customer service assistance, collect revenue, and offer information and direction.
This job description is by no means all-inclusive and may be subject to change during a performance period due to the needs of the Detroit Zoological Society and its leadership. This document will be reviewed on a continual basis and will be modified as needed.
Principal Duties and Responsibilities
Guest Relations:
The Guest Relations Supervisor is responsible for supervising subordinates who provide customer service assistance, collect revenue, and offer information and direction.
This job description is by no means all-inclusive and may be subject to change during a performance period due to the needs of the Detroit Zoological Society and its leadership. This document will be reviewed on a continual basis and will be modified as needed.
Principal Duties and Responsibilities
Guest Relations:
- Responsible for achieving high customer satisfaction scores, revenue generation, and sustaining the long-term sales goals outlined by the organization.
- Provide resolution to visitor complaints/concerns and escalate service recovery as necessary to the Guest Relations management.
- Oversee admission and members-only entrance operations, advanced ticketing, group payment, and troubleshooting online ticket issues.
- Oversee rides and attraction operations including the train, carousel, 4D Theater, Attraction Trail, and Erb Discovery Trails.
- Maintains crowd control at assigned work location within the Zoo.
- Oversees traffic flow, offsite parking, and special parking to ensure safe/efficient guest arrival.
- Coordinates the needs of private parties, event rentals, and special events.
Operations:
- Executes supervisory responsibilities at all department work locations including but not limited to daily operations, staffing, event experience support, technological demands, preventative maintenance and vendor relationships.
- Maintains the inventory and facilitates the repairs of the entire rentals fleet.
- Oversees convenience rental operations and directs employees engaged in issuing and receiving rental units.
- Assists in the operation, preventative maintenance and troubleshooting of computer and audio-visual equipment.
- Performs functions related to cash management.
- Maintains cash control procedures and follow-up on any cash discrepancies.
- Verifies and authorizes refunds and adjustments.
- Ensures all safety requirements are enforced and assists guests with any emergencies.
Supervision:
- Supervises and trains staff and volunteers in all aspects of the department.
- Prepares and adjusts work schedules for all staff including authorizing time off for staff.
- Uses independent judgment to direct and evaluate subordinates including performance coaching, feedback and corrective action.
- Accurately completes all employee time records and submits as required by payroll and as directed by the Managers of Guest Relations.
- Actively trains and coaches staff in attraction operations, selling packages and memberships at multiple point-of-sale locations.
- Supervises sales associates engaged in collecting rides, attractions, parking, membership, admission fees and provides changes when needed.
Qualifications
Education and Experience
- Minimum of two years of recent customer service, business sales, or other experience related to positive contact with the public.
- Minimum one year of supervisory experience.
Knowledge, Skills, and Abilities
- Knowledge of standard business principles and practices and proper phone etiquette.
- Ability to perform arithmetic calculations with speed and accuracy
- Ability to perform cash-handling transactions.
- Ability to operate a personal computer and other standard office equipment.
- Ability to communicate effectively with employees and guests, both orally and in writing.
- A valid State of Michigan Driver’s License is required.
Preferred
- An Associate’s degree in a related field from a recognized college or university or equivalent experience.
Working Conditions
Work locations are determined by season, event, and volume of visitors. Work is largely performed outdoors with exposure to all seasonal weather conditions and elements and on occasion, indoors in an office environment with some exposure to computer monitors.
Physical Requirements
Able to perform the essential functions of various duties with or without reasonable accommodations; walking and standing for long periods of time; stooping; kneeling; and bending; lifting up to 50 pounds. Work is light to medium.
The individual must have the ability to perform the essential functions of the job satisfactorily with or without accommodations. Reasonable accommodations will be made to enable qualified individuals with disabilities to perform the essential functions of the role.
Just as we value and celebrate biodiversity, the DZS celebrates the diversity of our human community. We are committed to ensuring that our programs and facilities are fully accessible to create a welcoming and inclusive workplace for all.