Guest Service Supervisor

`JOB DESCRIPTION:

We are seeking a dynamic Guest Services professional to help deliver world class experiences to members and guests of Miami’s premiere botanic garden. In this role you will directly oversee the daily tram, shuttle and tour operations, including private group sales. You will respond to guest concerns and facilitate resolutions to ensure total guest satisfaction. And you will work closely with the Fairchild Volunteer team to recruit, train and retain volunteers in support of the Garden’s daily operations, events and educational initiatives.

JOB RESPONSIBILITIES:

· Oversee Guest Services, trams, shuttles and tours

· Oversee the development and implementation of online tram/tour sales and reservations

· Manage the day-to-day operation and maintenance of trams, shuttles and golf carts

· Ensure that trams, shuttles and golf carts are serviced regularly, parked correctly, cleaned and charged nightly to be ready for daytime use

· Assist and support guests who require special services

· Respond to and resolve guest concerns, providing excellent customer service at all times

· Ability to provide support to other guest facing teams within the Garden as needed

· Oversee volunteer tour guides, tram operations and tours

· Support and schedule volunteers and tram/shuttle drivers

· Recruit and train new and existing teams, both volunteers and staff

· Develop and manage volunteer recruitment and retention programs

· Develop and implement departmental standard operating procedures (SOPs)

· Support the production and execution of all garden operations, events and educational activities

· Work with Education, Horticulture and Grounds teams to develop custom tour scripts and audio presentations

· Provide detailed tracking and reporting of private and public tours and tram operations

· Ability to learn and utilize database management, including the potential integration of third party systems

· This is a high-pressure job with long hours and requires a dedicated professional who is willing to roll-up their sleeves and give 100% at all times. Flexibility in personal schedule is a must (including Holidays and Weekends)

· Other duties as deemed necessary or as directed

REQUIREMENTS:

· College degree or equivalent experience preferred

· Minimum two years of Guest Service, box office/admissions, event and/or live entertainment experience

· Hospitality experience a plus

· Proficiency in Microsoft Word, Excel, Outlook and other Microsoft Office applications required

· Client focus with attention to detail, flexibility and accountability for results

· Ability to build consensus and cultivate relationships

· Excellent problem-solving and organizational skills

· Excellent verbal and written comprehension and communication skills

· Ability to multi-task and maintain a calm demeanor in a stressful environment

· Strong leadership skills with an ability to motivate staff and support senior staff

· Ability to navigate various locations and settings of the Garden

· Must have unrestricted authorization to work in the United States

· Must be able to lift up to 30lbs

Job Type: Full-time

Pay: $17.35 - $20.89 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible spending account
• Free parking
• Health insurance
• Health savings account
• Life insurance
• Paid jury duty
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Weekends as needed

Work setting:

• In-person

Ability to Relocate:

• Miami, FL 33156: Relocate before starting work (Required)

Work Location: In person