Position Title: Guest Services Coordinator

Status: Non-Exempt

Reports To: Guest Services Manager

Programs Department: Guest Services

SUMMARY

Under the direct supervision of the Guest Services Manager, the Guest Services Coordinators key responsibilities include back-up coordination of the guest services function in support of the Guest Services Department, and overseeing nightly operations at the annual Garden of Lights event.

ESSENTIAL JOB FUNCTIONS

• Assist with the hiring, training and orientation of new Guest Services staff to ensure that new employees are well acclimated to the various work sites and able to fully perform the guest services function.
• Assist in managing community events, including but not limited to ensuring events are properly staffed and running smoothly. Meeting with and going over event logistics with the organization coordinator.
• Assist in managing to ensure excellent customer service in all front-line guest service activities, including ticketing, interpretation, guest relations, safety, incident response, etc.
• Assist in managing all elements cash management including cash boxes, charge card sales, and cash registers, including reconciliations of cash boxes in a timely manner and reporting of cash overages/shortages as appropriate.
• Collect guest statistics at all sites including daily attendance, tours, special events, etc.
• Respond to guest inquiries or concerns and resolve problems and complaints with the goal of ensuring the highest degree of guest satisfaction.
• Assist in developing work schedules for all sites to ensure adequate coverage during regular hours and special events.
• Provide support and training with Point of Sale systems to staff as needed.
• Participate in the development of Standard Operating Procedures and work to ensure Guest Services staff adheres to the established policies and procedures.
• Assist in managing to ensure quality staff training for new exhibits and/or procedures as appropriate
• Assist with the nightly operations of the annual Garden of Lights event by managing the Guest Services staff working during the event, fielding guest inquiries and problem solving challenges with ticketing and guest satisfaction.
• Other Duties as assigned.

SUPERVISORY RESPONSIBILITIES

• Oversee Guest Services staff,to include hiring, supervising, mentoring, training, evaluating, disciplining, directing, and motivating seasonal and year-round Guest Services Staff.
• Provide feedback to the Guest Services Manager regarding staff performance issues or other matters, as appropriate.
• Participate in program and organizational staff meetings to maintain an awareness of organizational activities and needs. Assist staff as appropriate to achieve organizational goals.

EDUCATION AND EXPERIENCE

• Requires a high school diploma or equivalent.
• Minimum of two (2) years supervisory and three (3) years customer support/service experience.
• Experience working with point-of-sale cash register system or comfortable working in computer environment.

KNOWLEDGE, SKILLS AND ABILITIES

• Knowledge of and direct responsibility for effective supervisory principles and practices and excellent written/verbal communication and interpersonal skills to be used with individuals and/or groups.
• Knowledge of MS Office software with sufficient skills to develop appropriate tools to create and track contracts, schedules, etc.
• Ability to skillfully handle multiple tasks simultaneously; skill in working in an environment subject to constant interruptions and quickly changing priorities; ability to prioritize and delegate responsibilities when necessary; effective time-management skills.
• Demonstrated common sense ability to schedule projects, address interruptions in process, and provide reliable follow-through on assigned projects in a complete, well conceived, and tim ly manner.
• Excellent verbal skills to include tact, creativity, calm demeanor, and excellent crisis management skills.
• Able to work independently or as part of a team.Excellent interpersonal skills with staff, volunteers, vendors, donors, potential customers, and community contacts. Able to work as a cooperative team member, think creatively, and facilitate a superior guest experience.
• Able to meet and work with people (visitors, volunteers, staff, and potential customers), articulate a clear understanding of Turtle Bay Exploration Parks mission and vision, and accommodate public speaking needs, as appropriate.
• Able to calculate basic math problems and accurately estimate event costs, project volunteer staffing needs, etc.
• Able to problem solve independently or as part of a team and able to study a challenging situation and logically solve needed matters.
• Must be able to work independently and work flexible hours, including evenings, weekends, and extended days, as needed.
• Must possess a valid California drivers licenseor be able to acquire within ten (10) days. Provide a clean DMV report.
• Must be at least twenty-one (21) years old and able to serve alcohol if required at fundraising events.
• This position does not require a bilingual person.

NOTE: These statements are intended to describe the general nature and level of work involved for this job. It is not an exhaustive list of all responsibilities, duties, and skills required of this job.