Guest services Supervisor - Greenville, United States - City of Greenville, SC

Description

Job Summary

Under regular direction and in compliance with standard operating procedures and policies, oversees Guest Services operations to include Admissions, Gift Shop, Concessions, Giraffe Feeding Platform, Special Events, Birthday Parties, and temporary sales locations.

Exercises limited discretion in the interpretation and application of standard policies, procedures, and rules. Maintains inventories of gift merchandise, food items, and work-related supplies. Maintains federal, state, and local compliance regarding alcohol sales. Interacts with guests to answer questions and address complaints.

Promotes a safe work environment; addresses guest incidents, accidents, and injuries and documents those according to operating procedures and policies.

Supervises, schedules, directs, trains, and monitors the performance of Guest Services employees. Maintains work areas in compliance with state and local guidelines and health regulations. Assists with setup, operation, and supervision of special events and Zoo facility rentals. Coordinates Giraffe Feeding Platform by ensuring the platform is properly staffed and food is supplied.

Essential Functions

% of Time

• Oversee Guest Services: Oversee Zoo Guest Services operations to include Admissions, Gift Shop, Concessions, Giraffe Feeding Platform, Special Events, Birthday Parties, and temporary sales locations. Order gift shop merchandise and determine proper pricing. Use supply and demand and merchandising protocols to maintain accurate inventories. Attend merchandise shows to learn about new and upcoming items, as well as maintain ongoing contact with multiple merchandise vendors. Organize a physical inventory biannually. Enter all merchandise into Point-of-Sale (POS) database for pricing and accuracy. Maintain food concession to comply with South Carolina Department of Health and Environmental Control (SCDHEC) regulations. Ensure concessions staff comply with National Restaurant Association and ServSafe certification protocols. Ensure compliance with federal, state, and local laws and regulations regarding alcohol sales. Ensure the Training for Intervention Procedures (TIPS) are followed when serving alcohol to guests. Ensure food inventories meet the demand for the volume of guests; minimize waste due to expiring food products. Place and pick up orders for concession items, various food and cleaning items for keepers, maintenance, and education. Monitor, maintain, and collect revenues from drink vending machines and other concession machines. Monitor lines at the entrance and adjust personnel accordingly. Provide staff with daily information to share with guests regarding animals, special events, and other changes that may have an impact on their visit. Ensure attendants collect requested customer data. Fill in, including performing all associated duties, at any of the areas of responsibility as needed. Answer questions and resolve issues or complaints from Zoo visitors and members. Promote a safe environment for guests; address guest incidents, accidents, and injuries and document those according to operating procedures and policies. Ensure first aid boxes in Admissions and Concessions are stocked and readily accessible.

50%

• Supervise Assigned Staff: Supervise, schedule, direct, train, and monitor the performance of assigned employees. Coach staff on the importance of providing a positive customer service experience and provide the training and tools to pursue service recovery. Monitor and evaluate work activities/assignments daily and provide coaching and mentoring as needed. Make recommendations to ensure best practices in operations and quality guest experiences. Document employee performance. Facilitate the resolution of employee concerns and problems. Ensure that City and Department policies as well as applicable laws and ordinances are consistently enforced. Oversee, direct, and implement consistent discipline procedures. Coordinate with Human Resources on various personnel matters. As needed, prepare counseling documents, make recommendations for improvement, and recommend and administer disciplinary action. Provide staff training and professional development. Review and approve general leave as appropriate. Ensure a safe workplace; document and report any workplace injuries. Ensure accurate timekeeping prior to authorizing timesheets in timekeeping software.

25%

• Maintain Cleanliness: Ensure cleanliness of assigned area according to Department and DHEC policies and regulations. Clean and sanitize utensils, countertops, and all food prep areas and machinery using SCDHEC required cleaning agents which include bleach products. Wash hands frequently throughout each shift. Remove expired/unusable perishable items from refrigerators, freezers, and other storage areas daily. Ensure clutter-free/safe walkways for patrons by sweeping and mopping each assigned area daily. Maintain clean and attractive seating around the concession area by removing all trash and cleaning trash receptacles daily as needed.

10%

• Assist with Special Events and

Birthday Parties:

Collaborate with the Events Coordinator to plan and execute the setup, operation, and supervision of special events and Zoo rentals, and assign resources from within the department as necessary.

Ensure party area is set-up for the arrival of the guests. Assist Guest Services Attendants as needed.

10%

• Coordinate Giraffe Feeding Platform: Ensure giraffe platform is properly staffed and food is supplied. Train Guest Services staff in the operations and execution of the giraffe feeding platform. Follow-up with Zookeepers on any observed behavioral issues as needed.

5%

Perform other duties as assigned.

Job Requirements

• High school diploma or equivalent.
• Over two (2) years of experience as a supervisor in a food or retail operation.
• National Restaurant Association and Serv-Safe Manager certification within three (3) months of hire.
• TIPS training within six (6) months of hire.
• First Aid, Child and Adult CPR, and AED certification within one (1) year of hire.

Preferred Qualifications

• Previous zoo or attraction experience.

Driver's License Requirements

• Valid South Carolina Class D Driver's License.

Performance Requirements


Knowledge of:

• Best practices regarding point of sale systems, equipment, and ticketing.
• Pertinent federal, state, and local regulations regarding food service operations.
• Merchandising, inventory controls, and presentation.
• Principles of supervision, training and performance evaluation.
• Customer service methods, techniques, and objectives.
• Food service and retail operations.

Ability to:

• Provide supervision, leadership, training, and work direction for assigned staff.
• Respond to and resolve difficult customer inquiries and complaints, and advise visitors on policies, procedures & regulations.
• Utilize a variety of communication and interpersonal skills to interact successfully with people at a number of levels inside and/or outside the organization.
• Maintain contact with vendors, assuring proper inventory is kept on hand at all times.
• Conduct periodic physical inventory and ensure accurate records.
• Maintain accurate merchandise inventory and pricing within point of sale database.
• Maintain food concession to comply with SCDHEC regulations.
• Maintain alcohol sales to comply with federal, state, and local rules, regulations, and laws.
• Practice principles and processes for providing customer and personal services including a desire to help customers regardless of their circumstance.
• Conceptualize and develop new or improved procedures, techniques or ideas appropriate to the work environment.
• Work independently and make decisions and resolve operational issues within limits of authority.
• Prioritize workload, manage time efficiently, meet deadlines, and complete assignments in a timely manner.
• Work cooperatively with other team members in order to achieve results.
• Read, comprehend, and apply knowledge of laws, ordinances, rules, regulations and procedures as they relate to City programs and events.
• Accurately make change, process, and account for monies and receipts by making basic mathematical calculations.
• Write reports, prepare business letters, summarize meeting minutes, and compose emails in a clear and professional manner.
• Operate radio, vehicle, various concession machines, and basic hand tools (screwdriver, hammer).
• Operate general office equipment to include scanner, printer, copier, telephone, and computer with Microsoft Office Suite.
• Utilize specialized software and systems to include POS, inventory management, and ticketing system(s) as well as associated equipment.

Working Conditions

Primary Work Location:
Office environment, ticket booth, concessions, and gift shop.

Protective Equipment Required:
Sanitary gloves, aprons, and hand mittens/pot holders. Designated PPEs for specific areas and activities within the Zoo.


Environmental/Health and Safety Factors:
Occasional exposure to unpleasant environmental conditions and/or hazards. Occasional outside work. Daily exposure to wetness and/or humidity and respiratory hazards. Seasonal exposure to extreme temperatures. Daily exposure to chemical hazards and electrical hazards. Rare exposure to communicable diseases.


Physical Demands:
Continuously requires standing, walking, using vision and hearing, and talking. Frequently requires fine dexterity, lifting, carrying, handling, and twisting. Occasionally requires sitting, reaching, kneeling, pushing/pulling, climbing, using foot controls, balancing, and crouching. Medium strength demands include exerting 20-50 pounds occasionally, 10-25 pounds frequently, or up to 10 pounds constantly.


Mental Demands:

Frequently requires time pressures, frequent change of tasks, performing multiple tasks simultaneously, working closely with others as part of a team, and noisy/distracting environment.

Occasionally requires irregular schedule/overtime and tedious or exacting work. Rarely requires emergency situations.

Americans with Disabilities Act Compliance

The City of Greenville is an Equal Opportunity Employer. To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions. Prospective and current employees should contact Human Resources to request an ADA accommodation.

Disclaimer

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification.

It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.