Guest Relations Manager

POSITION SUMMARY:
This position is responsible for the daily operations of the Butterfly Wonderland Guest Relations Department, involving employee scheduling, business revenue, and productivity. This position will include excellent guest services, efficient business operations, and a team of employees contributing positively to the business. Will uphold a professional, neat, customer service-driven appearance and presentation.
MAJOR DUTIES AND RESPONSIBILITIES:

• Supervise 4+ staff in guest-related positions and 2 inclusive at Maze.
• To be actively involved daily on the sales floor to drive sales.
• 20% of the position is involved with operations - 80% is actively on the floor.
• Creating performance goals and setting deadlines that match the company's plans.
• Overseeing workflow to assist employees in knowing their job responsibilities and delegated duties.
• Addressing inquiries and complaints from customers
• Gathering and submitting performance reports to the human resource system Paylocity as required
• Assist as a key holder to the building, addressing alarms, closing procedures, and closing manager as assigned.
• Assist in the daily operations of the Guest Relations Departments, building a cohesive team that can be exchanged at any time for fulfilling the sales of memberships, tickets to all AZB venues, Guest service information desk, and guest recoveries daily.
• Consistent and constant team building and coaching to the Guest Relations teams.
• Maintain and keep all staff informed of all events and activities throughout the campus and building by collectively conducting a monthly meeting for all BW Gr staff.
• Implement and assist the Education department with checking in and processing group arrivals, invoices, tickets, and orders.
• Manage all areas of ticketing supplies and operations of coupons/vouchers for all partner venues ticketing, visitor guides, annual pass cards, and ticket window supplies.
• Work as a close liaison with the Odysea Aquarium GR team, marketing department, and AZB event/groups to ensure all team members are informed of all activities occurring daily, weekly, and monthly and the hours of all partner venues.
• Complete knowledge of Galaxy POS equipment and procedures
• Maintain all Guest Relations supplies.
• Work with guests at the ticket windows and membership desk areas daily
• Train, coach, and empower all Guest Relations team members to fully comprehend the sales process and guest opportunities that may arise.
• Be able to enforce all employee policies with all staff, encouraging them to be the best they can be for themselves and the staff.
• Be present at the end of the day for all cash outs until all staff have completed closing.
• Follow accounting policies on the weekly arrangement of 7 days of preparation of cash drawers for Loomis pick up.
• Assist in the weekly total bank deposit reconciliations and change orders.
• Maintain SOP on applications relating to processing all types of sales.
• Work closely with Retail Management to cross-train all GR and retail staff to multitask in covering both areas as needed in sales and guest recoveries.
• Schedule training with OA Security 2x a year on Crisis Manual
• Drive more business to all venues by training team members to upsell. Be the model - lead a solid sales and customer service-driven team.
• Strive to meet all sales budgets for admissions, annual passes, multi venues for Butterfly Wonderland
• Ability to cohesively work with all management staff on creating an environment of customer focus, education, and entertainment. Participate in all leadership meetings.
• Handle all schedules, vacation, and time off approvals, and approve weekly Paylocity reports for HR for all staff at Butterfly Wonderland and Odysea Maze Guest Relations team members per handbook policies.
• Identify as first/second responder in case of emergencies, supporting all department leaderships of any incidents that may be addressed, incident reporting, and direct contact with SRPMIC as per Crisis Manual
• Participate in Annual All Staff Meetings with Departmental updates, Guest Experiences, and Outstanding Staff Performances
• Train staff and conduct Code Adam calls on radio and responses.
• Process all donation requests and complimentary ticket requests from management.
• Process all credit card purchases online daily and send gift cards to the purchaser.
• Process all incoming emails and direct them to the correct department for replies if needed daily.
• Attend monthly marketing meetings regarding events in Odysea in the Desert as needed.
• Meet monthly with the Executive Director to review department revenue, sales, and performance.
• Will need to co-share Manager closing roles throughout the week with other management staff at BW for opening and closing. Daily return all messages on the telephone system
• All other duties as needed and assigned.

Requirements
REQUIRED EXPERIENCE:

• Experience in sales, customer service, cash handling, loss prevention, inventory management systems and reports
• 2-3 years' experience in sales, customer service
• 2 year experience in operations and management of retail/Guest Relations
• High school diploma or equivalent and 3 years previous retail, customer service, hospitality, or attraction experience required. Ticketing experience preferred.
• Microsoft Word and Excel are a plus.
• Ability to work independently and confidently in a positive guest service focus.
• Ability to learn and perform all Guest Services job functions.
• Ability to work as a member of a team.
• Ability to work various shifts, including weekends, evenings, and holidays.
• Ability to handle and account for large sums of money.
• Understand delegating and holding staff accountable.

PHYSICAL AND MEDICAL REQUIREMENTS:

• Ability to stand for long periods, as well as walk.
• Ability to use hands to finger, handle, or feel; and reach with hands and arms.
• Ability to balance, stoop, kneel, crouch, climb stairs, or crawl.
• Required to frequently talk and hear.
• No impairment of sight, smell, hearing, touch, balance, and agility of movement which might interfere with the ability to work.
• Must be able to take directional cues directly or indirectly.
• Ability to work in an environment that may be loud at times.
• Ability to work in all weather conditions, including occasional extreme hot or cold and wet and/or humid conditions.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
• Successful completion of a pre-employment drug testing and background investigation.
• Allergies to plants or animals that may interfere with their ability to work must be controlled by medication or protective equipment.
• Must be able to push/pull up to 50 pounds.

Must exemplify the core fundamentals of the Team Member Promise, which states:

• I am empowered to take ownership of any opportunity to exceed expectations.
• I anticipate guest needs and pay attention to the details.
• I treat all internal and external customers with respect.
• I am on stage! (Smile)
• I have an attitude of gratitude.
• I get it right the first time.
• I display actions that are moral and ethical.
• I always provide alternative solutions.
• I am committed to learning every aspect of our product and services.
• I use the 10/5 rule, at 10 feet I acknowledge my guest's presence with a smile, and at 5 feet. I greet them with courteous words.
• I use name recognition at every opportunity.
• I take personal responsibility for our surroundings.
• I am accountable for my tools and resources.
• I value the contribution of every team member.

We believe a culture built on inclusion and diversity becomes the driving force for our success. We believe our team members bring varied thoughts and ideas from their personal life experiences and cultural backgrounds making us innovative and forward-thinking.