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GUEST SERVICES SUPERVISOR
City of Greenville
City of Greenville
 

Job Location: Greenville, SC
Job Type: Full Time
Department: PARKS & RECREATION
GUEST SERVICES SUPERVISOR - 0521 Salary

$38,480.00 - $56,763.20 Annually


Location

150 Cleveland Park Drive - Greenville, SC



Job Type

Full Time


Department

PARKS & RECREATION



Job Number

00560


Division

ZOO






Closing

6/11/2021 11:59 PM Eastern




Brief Description

Receiving regular direction, oversees guest services operations to include admissions booth, gift shop, and concessions. Exercises limited discretion in the interpretation and application of standard policies, procedures, and rules. Supervises, schedules, directs, trains, and monitors the performance of guest services employees. Maintains inventories of gift merchandise, food items, and work-related supplies. Maintains work areas in compliance with state and local guidelines and health regulations. 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. Assists with setup, operation, and supervision of special events and zoo facility rentals.

Job Duties

Essential Functions
Oversee Guest Services: Oversee zoo guest services operations to include admissions booth, gift shop, and concessions. 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 database for pricing and accuracy. Maintain food concession to comply with South Carolina Department of Health and Environmental Control (SCDHEC) regulations. Ensure compliance concessions staff comply with the National Restaurant Association, ServSafe certification protocols. 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 concessions 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 concessions, gift shop, and/or ticket booth 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 admission booth and concessions are stocked and readily accessible.
75%

Supervise Guest Services Staff: Supervise, schedule, direct, train, and monitor the performance of guest services 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, providing coaching and mentoring as needed. Document employee performance. As needed, prepare counseling documents, making recommendations for improvement and recommending and administering disciplinary action. Facilitate the resolution of employee concerns and problems. Ensure that city and department policies as well as applicable law and ordinances are consistently enforced. Oversee, direct and implement consistent discipline procedures. Coordinate with human resources on various personnel matters. Provide staff training and professional development. Review and approve general leave as appropriate. Ensure a safe workplace; documenting and reporting any workplace injuries. Ensure accurate timekeeping prior to authorizing timesheets in timekeeping software. 20%

Assist with Special Events and Rentals: Collaborate on setup, operation, and supervision of special events and zoo facility rentals, and assign resources from within the department as needed. 5%

Perform other duties as assigned.


Qualifications

Job Requirements

  • High school diploma or equivalent.
  • Over two years of experience as a supervisor in a food or retail operation.
  • National Restaurant Association, ServSafe Manager certification within three months of hire.
  • First Aid, Child and Adult CPR, and AED certification within one 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.
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.
Utilize specialized point of sale, inventory management, and ticketing system(s) as well as associated equipment.
Operate general office equipment to include scanner, printer, copier, telephone, and computer with Microsoft Office Suite.
Operate radio, vehicle, various concession machines, and basic hand tools (screwdriver, hammer).

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.




How To Apply:
Please fill out our Online Application by clicking the Apply button below:




Our office hours are 8:00 am-5:00 pm Monday - Friday.

The City of Greenville will provide reasonable accommodations for otherwise qualified individuals. The City of Greenville does not discriminate on the basis of race, color, national origin, sex, religion, disability status or age in employment or provision of services.
 
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