Guest Services Supervisor

Guest Services Supervisor – Cajun Encounters Swamp Tour Experience

Position Overview

The Guest Services Supervisor is responsible for leading and overseeing the daily operational functions of a high-volume swamp tour company. This role ensures a seamless, memorable, and uniquely engaging guest experience from the moment a customer calls to reserve a tour through check-in, transportation, and post-tour follow-up. The Guest Services Supervisor reports to the Operations Manager and helps lead the front-of-house team including reservations, guest services, transportation coordination, and sales support while driving high standards of customer service, training, efficiency, and accountability.

Key Responsibilities

Customer Service & Guest Experience

· Deliver and uphold a best-in-class guest experience that reflects the unique culture and character of the swamp tour.

· Ensure every team interaction including phone, online, check-in, transportation is friendly, efficient, and aligned with company service standards.

· Resolve escalated guest concerns with professionalism, urgency, and empathy.

· Lead initiatives that enhance guest satisfaction, repeat bookings, and positive reviews.

Team Leadership & Training

· Supervise and develop a team of reservation agents, guest service staff, and transportation coordinators.

· Implement ongoing training focused on phone etiquette, reservation systems, upselling, guest communication, and tour knowledge.

· Set clear expectations and accountability standards, conducting regular performance check-ins.

· Foster a positive, motivated, and customer-focused team culture.

Operations Management

· Oversee daily tour operations, ensuring all scheduled tours, check-ins, and bus transportation run on time and smoothly.

· Coordinate with sales team members to ensure seamless communication and support for group bookings.

· Maintain accurate schedules, staffing plans, and transportation routes based on tour demand.

· Identify inefficiencies and implement process improvements to optimize speed, accuracy, and guest satisfaction.

· Ensure compliance with safety protocols, company policies, and local regulations.

Sales & Upselling

· Lead the team in effective upselling of premium tours, add-ons, and merchandise when appropriate.

· Train staff on identifying upsell opportunities and communicating value to guests.

· Work with sales leadership to support revenue-generation goals and maximize conversion rates.

Communication & Coordination

· Serve as the liaison between guest services, transportation, captains/guides, and the sales department.

· Provide clear daily communication regarding tour capacity, bus loads, special requests, VIPs, and operational adjustments.

· Prepare operational reports, track KPIs, and communicate updates to senior leadership.

Qualifications

· 1 years of operations, guest services, hospitality, or tourism management experience.

· Proven leadership experience with customer-facing teams.

· Strong organizational and communication skills.

· Ability to multitask in a fast-paced, high-volume environment.

· Experience with reservation systems, scheduling, or CRM tools preferred.

· High attention to detail and commitment to guest satisfaction.

· Problem-solving mindset with the ability to stay calm under pressure.

· Availability to work weekends, holidays, especially during peak tourism seasons.

Key Attributes for Success

· Customer-focused with a passion for creating memorable experiences.

· Hands-on leader who motivates, coaches, and leads by example.

· Strong sense of accountability and ownership.

· Efficient, process-minded, and able to anticipate operational needs.

· Comfortable balancing guest service with revenue-driven upselling.

Benefits:

• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person