Guest Service Shift Supervisor

JOB SUMMARY

Under direction, oversees both the Communications and Guest Services Offices. Responsible for scheduling and covering breaks. Leads by example by providing the highest level of Guest service. Provides general information to Guests and Team Members. Performs various clerical, cash handling and Guest service duties. Assists and provides support to the Boardwalk Manager on Duty. Answers and directs incoming phone calls through a high-volume, multiline phone system for the Santa Cruz Seaside Company and its concessionaires. Monitors radio traffic and dispatches on multiple radio frequencies including Operations, and support departments. Must maintain confidentiality concerning all Guest and Team Members interactions, conversations and incidents. Must train, motivate and evaluate staff. Must have reliable attendance. Will be trained as an Admissions Supervisor, and in the Season Pass Office.

UNIQUE JOB REQUIREMENTS

This is a unique opportunity to join the Boardwalk's Guest Service Team, as a Leader of the department. Must provide exceptional Guest service by acknowledging and greeting all Guests. Exemplifies outstanding service to our Guests. Enforces company grooming and hygiene policies. Works in a fast-paced environment while handling a variety of Guest and Team Member services, cash handling and clerical duties. Must be able to hear phone and radio conversations. Must be able to communicate clearly and concisely. Ability to remain focused while dealing with constant interruptions and heavy Guest interaction. Must be honest, trustworthy and be able to maintain confidentiality. Ability to work flexible hours including evenings, overnight shifts, weekends, and holidays. Schedule and daily responsibilities may vary depending on season.

JOB TASKS:

• Greets every Guest, answers Guest questions, and provides consistent, friendly and helpful Guest service
• Oversees and supervises Communications and Guest Services staff, and assumes their duties when needed.
• Performs departmental orientations and station trainings
• Motivates staff to provide consistent, friendly, and helpful service to all Team Members and Guests
• Completes Boardwalk's Best Observations and provides feedback on Team Member performance
• Handles a high-volume of difficult Guest complaints and answers difficult Guest questions
• Schedules and gives breaks
• Properly handles company assets including, but not limited to, cash, complimentary tickets and My Boardwalk Cards
• Assists and provides support to the Boardwalk Manager on Duty
• Performs a variety of clerical, cash handling, and Guest service duties
• Answers and directs incoming calls through a high-volume, multiline phone system for the Santa Cruz Seaside Company and concessionaires
• Monitors multiple radio frequencies and ensures the Boardwalk Manger on Duty is aware of emergency situations and/or priority incidents
• Oversees and ensures proper handling of emergency calls
• Ensures proper handling of lost and found items and perform audits
• Evaluates guests requesting Exit Pass and Service Animal Approvals
• Sorts and distributes mail
• Assists with over/shorts
• Performs Guest Services cash pulls
• Keeps accurate records of the issuance of keys and radios
• Follows and enforces company policies and procedures
• Will be trained as a Season Pass/Group Services Shift Supervisor
• May be scheduled to work in a different department to assist with staffing needs
• Completes other tasks as assigned

RELATIONSHIPS

INTERNAL

All Santa Cruz Seaside Company and Concessionaires Team Members

EXTERNAL

Heavy Guest interaction - via telephone and in person.

TRAINING AND EXPERIENCE

Must excel at providing outstanding Guest service. At least one year customer service and cash handling experience. Some supervisory experience and experience operating a multiline phone system. One season of experience in the Communications Office preferred.

KNOWLEDGE/SKILLS/ABILITIES

• Ability to provide consistent, friendly and helpful service to all Guests and Team Members
• Ability to communicate clearly, concisely and accurately in a friendly, positive and professional manner
• Knowledge of general office skills
• Ability to use a computer, multiline phone, and radio
• Ability to motivate staff to efficiently complete projects and daily tasks
• Ability to supervise, train and evaluate staff
• Ability to handle the more difficult Guest interactions and solve guest concerns and problems
• Ability to run a multiline phone system with a high volume of calls
• Ability to remain calm and appropriately handle difficult customer service situations and refer them to a manager or MOD as needed
• Ability to quickly learn company policies and procedures
• Ability to learn cash handling procedures, including cash deliveries and pick-ups
• Ability to prioritize and multi-task
• Ability to keep complete and accurate records
• Ability to recall and memorize names, faces, dates and numbers
• Ability to read, understand and apply written and oral instructions and procedures
• Ability to learn and memorize radio code numbers and extensions
• Ability to type at least 30 words per minute on a computer keyboard
• Ability to operate safely and follow safety procedures
• Ability to respond appropriately in emergency situations and follow directions

PHYSICAL REQUIREMENTS:

• Able to work in confined space and sit or stand for up to seven and one half hours a day
• Able to lift up to 35 pounds
• Able to hear conversation on the telephone, radio and in person with a variety of background noises and distractions
• Able to see, read and interpret documents
• Must have bi-manual dexterity

TESTING UPON OFFER:

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