Full-Time - Supervisor Tour Guide - Grand Ole Opry

Assists with the overall management of Opry tours; responsible for the daily tours, including employee schedules, daily tour schedules, guide adherence to planned schedules, handling customer issues or complaints and up-selling all Ryman Hospitality attractions. Serves as a part of the operations management team, specifically serving in the role of any operations supervisor including acting as the on-site manager on duty for weekend and evening tours and events.

• Assists with the management of the Opry tour operation, including assisting with all staffing responsibilities (hiring, training, discipline, evaluations, etc ) and with on-site management of weekend and evening tours.
• Supervises tour functions and guides ensuring that scripted tour information is properly presented and tour length is monitored to ensure all guests are presented accurate information in an entertaining manner and that tour capacity is maximized. Ensures guides actively engage the guests throughout the tour while communicating approved information regarding the facility and the company's entertainment history.
• Responsible for hands-on training of new employees. Responsible for preparation of staff schedules and implements that schedule on a daily basis, insuring staff adhere to the planned schedule and planned rotation plan facilitating accurate tour schedules, and controlling staff hours. Communicates and assigns guides to VIP tours.
• Responsible for maintaining Tour Times displays in Box Office and Opry Shop, and guest lanyards for all groups. Maintains communication regarding tour schedules, group tours, etc. with photography vendor, the box office and the gift shop to ensure flawless service throughout the operation.
• Maintains a high-energy entertaining script for the guides and actually presents that script while escorting guests through the facility when leading tours; actively engaging the guests throughout the tour while communicating approved information regarding the facility and the company's entertainment history.
• Assist manager with updating correspondence for staff, keeping tally of employee incentive programs. Maintains Annual Tour Sales monthly. Assists with general operations tasks including but not limited to employee Uniforms, Daily Activities sheet, marketing surveys, and Opry Vouchers.
• Must be fully proficient in utilizing the Ryman Hospitality ticketing system; routinely running reports of sales activity, specific package sales, etc. and often assists in the box office, selling all Ryman Hospitality attractions. Must ensure ticketing systems and equipment are functioning properly, contacting the appropriate person immediately to report any discrepancies or issues that could jeopardize flawless service.
• Performs in the role of any Operations supervisor position, including serving as the on-site manager on duty for post-show and weekend tours and special events, as well as the supervisor on duty for Opry shows and large events. Performs cash-out procedures balancing tills and sales for other employees, following the established company guidelines and procedures as outlined in the SST.
• Responds to guests issues and complaints, taking appropriate action as necessary to respond to “guest in distress” situations or to “make it right” when problems have arisen. Assumes responsibility for the safety of the guests and facility, responding to extreme weather conditions or other emergency, including handling quick evacuation from the building (quickly moving guests to at least 300 feet from the facility) should an emergency arise requiring evacuation.
• Performs other duties as assigned.

Education

• High School Diploma or Equivalent

Experience

• Minimum one year experience in customer service preferred

Knowledge, Skills, and Abilities

• Public speaking skills.
• Good oral and listening communication skills
• General computer knowledge/skills required