Guest Services Supervisor
Job Title: Guest Services Supervisor
Department: Guest Services
PURPOSE: Integral to enhancing the guest experience at the Nature Center, the Guest Services Supervisor oversees the day-to-day operations in the Welcome Center, including admissions sales and membership sales, as well as the Good Fortune Eco-Cruise and kayak bookings. The Guest Services Supervisor demonstrates the highest level of courteous and efficient service, to ensure guests feel welcome and that their needs will be attended to at all times during their visit(s) or interaction(s) with the Conservancy’s activities, events and programs.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
• Supervises and ensures all daily operations of the Welcome Center and Good Fortune program, including all sale goals and day-to-day staffing supervision.
• Monitors front desk admissions, membership, retail sales, kayaks, and Good Fortune transactions daily.
• Provides input into sale strategies and promotion schedules to increase daily sales goals.
• Monitors inventory levels, monitor product supply and demand, and continue to merchandise displays pleasing to the eye, with assistance from volunteers.
• Provides input as to store buying and retail merchandising. Prepares retail merchandising order forms for approval by the Finance Department.
• Prepares bi-weekly staffing schedules of employees and volunteers (in coordination with staff volunteer manager).
• Performs end of day cash register closeout and reconciliation with cash/credit card transactions.
• Coordinates training, supervision, and performance reviews.
• Monitors visitor/ traffic flow patterns and adjusts/improves visitor experience and interpretation as needed.
• Collaborates with marketing and development to provide feedback on promotions, events, and guest turnout/ attendance.
• Collaborates with marketing and additional departments for Welcome Center design and branding of collateral, marketing materials and supplies.
• Assists with answering phone calls, booking boat/kayak reservations, and hospitality needs with guests.
• Participates in organizational special events outside of the department.
• Understands and follows the Organization’s policies concerning safety and emergency procedures.
• Assists the major gifts, education and other offices in assuring that V.I.P. tours are coordinated and executed correctly.
• Delivers excellent customer service, internally and externally and ensures practices are in place for overall hospitality expectations.
• Works the sales floor during high traffic times.
• Works weekends as needed.
• The primary function during times when the Welcome Center is open to the public is to maintain a visible presence at the front desk.
• Works with the Community Outreach and Marketing Coordinator to establish best practices for sales in and outside of the Welcome Center.
• Other duties as assigned.
• Associate's degree (A. A.) or equivalent from two-year college or technical school; or three to five years related experience and/or equivalent combination of business management, hospitality, or sales/marketing fields.
• Experience in delivering excellent customer service and sales.
• Experience with working/managing volunteers in a non-profit organization preferred.
• Strong organization, communication, time management, and leadership skills.
• Excellent writing and training skills.
• Demonstrated ability to work cooperatively with individuals of diverse interests and backgrounds.
• Knowledge of South Florida’s natural environment a plus.
• Proficient with all Microsoft Office programs.
• Strong public speaking skills preferred.
• Strong commitment to the conservation of Florida’s natural environment.
SKILLS AND ABILITIES:
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.
• Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to work with mathematical concepts such as probability and statistical inference and ability to apply concepts such as fractions, percentages, ratios, and proportions to practical business operations to analyze sales trends and ability to measure ROI.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
OTHER SKILLS AND ABILITIES:
Willingness to work outside and conduct programs in the evenings, weekends, and holidays in sometimes hot, humid and buggy conditions. Ability to launch a kayak (50 lbs.) when needed.
CERTIFICATES, LICENSES, REGISTRATIONS:
• Current Certification in CPR, First Aid, and Life Saving, or ability to obtain.
• Valid driver’s license and good driving record.
PHYSICAL, DEMANDS AND WORK ENVIRONMENT:
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 Demands:While performing the duties of this Job, the employee is occasionally required to reach with hands, arms, climb, balance, and stoop, kneel, crouch and crawl. The employee is regularly required to stand, walk, sit and use hands to finger, handle or feel. The employee is frequently required to talk or hear. The employee must regularly lift and/or move up to 10 pounds and occasionally lift up to 50 pounds. Special vision abilities required by this job include close, distance, and depth perception. Employee must be able to launch and assist with kayak operations.
Work Environment:The employee is occasionally exposed to wet and humid conditions and outdoor weather conditions. The noise level in the work environment is usually moderate.
The above statements describe the general qualifications required to perform the job and the general nature and level of work performed-not a complete list of duties-additional duties may be assigned by management.