Guest Services Center Supervisor

Job Summary:

Leads daily operations of the Guest Services Center, ensuring consistent, high-quality service to Aquarium guests. Implements and maintains policies and procedures to support effective guest communication via phone and email while supervising, coaching, and supporting staff to meet service and sales goals.

Essential Functions:

• Supervise Guest Services Center staff to always ensure smooth daily operations and adequate coverage.
• Deliver exceptional guest service through professional, efficient communication via phone and email, exceeding guest expectations.
• Accurately capture guest information, close sales, and resolve concerns in accordance with the Aquarium’s Service Recovery Plan.
• Demonstrate a high level of knowledge of ticketing systems, admissions processes, and Aquarium programs.
• Ensure compliance with cashiering policies, including balancing, auditing, and accurate reporting.
• Manage the group reservations process, including contracts, payments, and pre- and post-visit communication.
• Oversee processing of all South Carolina Aquarium mail.
• Support administration of the South Carolina Aquarium’s Angelfish Program.
• Train, coach, and mentor staff while maintaining accurate training documentation.
• Create and manage staff schedules, ensuring coverage and timely completion of responsibilities.
• Approve and monitor staff timecards.
• Promote effective internal communication and teamwork by maintaining up-to-date information resources.
• Provide frontline support by answering phones and responding to guest emails as operationally needed.
• Crosstrain with the Guest Services Admissions team and provide operational support as needed.
• Prepare reports on team performance, including call volume, guest interactions, and sales activity.
• Support Aquarium sales initiatives through outbound sales calls as needed.

Other Duties and Responsibilities:

• Foster effective internal and external guest service, communication, and teamwork.
• Maintain close working relationships with all departments to ensure Guest Services Center staff are well informed and able to support the organization.
• Work weekends, holidays, and occasional evenings, as required.
• Partner with Marketing & Strategic Communications to maintain outbound phone messages and guest-facing talking points.
• Collaborate with the IT Manager to ensure smooth operation of telephone and communication systems.
• Participate in Aquarium-sponsored programs and events in support of the organization’s mission.
• Mentor new staff members and promote a welcoming, inclusive team environment.
• Perform other duties as assigned.

Knowledge, Skills and Abilities:

• Excellent verbal and written communication and leadership skills.
• Ability to work a permanent schedule of Tuesday - Saturday.
• Commitment to delivering consistently enthusiastic guest service and maintaining a culture of fun and excellence.
• Ability to work effectively in a fast-paced, guest-focused environment with heavy public contact.
• Strong problem-solving skills with the ability to remain flexible, courteous, and solution oriented.
• Goal-oriented with the ability to prioritize tasks and meet deadlines.
• Comfortable presenting information to individuals and small groups.
• Familiarity with Aquarium exhibits, services, events, and community offerings.

Education and Experience Required:

• Minimum of three years of experience in a guest service or customer-facing environment.
• High school diploma or GED required, bachelor’s degree preferred.
• Prior supervisory experience preferred.
• Experience handling a high volume of phone calls.
• Experience with point of sale, CRM and/or ticketing/reservations systems.
• Strong problem-solving and service recovery skills.
• Proficiency in Microsoft Office applications, including Excel, Word, PowerPoint, and Outlook.

Supervision of Others:

• Guest Services Center Associate
• Guest Services Center Specialist

Physical Requirements and Working Conditions:

• Regular walking, standing, sitting, bending, stooping, and use of computers and phones.
• Occasional lifting of boxes weighing less than 50 pounds, including brochures, ticket stock, and office supplies.
• Primarily office-based work environment.
• Frequent contact with guests, vendors, and the public.

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not construed to be an exhaustive list of all job duties performed by the personnel classified.

The Aquarium is an "at-will" employer, and as such, employment with the Aquarium is not for a fixed term, or definite period and may be terminated at the will of either party, with or without cause, and without prior notice.