Guest Services Supervisor

Role Summary

The Guest Services Supervisor ensures the highest level of service at all times by meeting the individual needs of each guest and proactively anticipating problems before they arise. This role assists with the training and shadowing of new Guest Service Agents. Guest Services Supervisors use their knowledge of Ziptrek policies and procedures to help trainees get on-the-job experience and to continue to support and monitor the ongoing development.

Who we’re looking for:

- Proven leadership skills and decision-making skills
- a positive attitude and enthusiastic leader with ability to work productively as a team or with mínimal supervision
- At least 1 season as a Guest Service Agent or similar role with an excellent performance history
- Available and willing to work in peak periods (weekends, holidays)
- Software proficiency: POS, Reservations, Gmail etc..
- You thrive in a fast-paced, sales & service driven environment
- Organizational and time-management are your middle names
- Excellent interpersonal and communication skills; able to easily connect with others
- Reliable and consistent in producing high quality & accurate work
- Ability to communicate clearly, concisely, professionally and accurately both verbally and in written form
- Keen to continue learning and pursue personal growth

Main Duties

Leadership
- Adhere to Ziptrek core values
- Oversee daily Guest Services team operations
- Establish procedures and coordinate the day-of Guest Services schedule
- Ensure that all Guest Services and Course Operations staff are supported to provide the highest possible level of customer service and a terrific guest experience
- Lead by example, following proper policy and procedures
- Support Guest Services Management, putting team objective above personal objectives
- Assist with the recruitment, training and shadowing new staff, providing insightful and enthusiastic mentorship

Authorities
- Carry out and record coaching, verbal, and written warnings (written warnings with support of Guest Services Manager)
- Refuse anyone from the desk for reasons involving safety, eligibility criteria or customer experience
- Optimize tour capacities in order to maximize tour revenue

Employee Experience
- Spend 100% of time working the desk as an active presence to provide coaching and mentoring, particularly when Guest Services Manager or Assistant Guest Services Manager is not present
- Assist with the management of daily breaks
- Support technical and soft skills training for the GS team
- ensuring policies and procedures are understood and followed
- Help motivate great results from the GS team
- Support company recognition programs and celebrations
- Provide ongoing coaching performance feedback to GS Staff (both constructive and positive feedback) in a timely and effective manner

Guest Services
- Maintain a thorough knowledge of all aspects of the job, company policies, procedures and operations
- Maintain a culture of going above and beyond customer’s expectations - create a customer experience based on compassion, passion and empathy
- Issue refunds and administer re-booking fees according to current policies
- Authorize product discounts (limited)
- Maintain guest services documents, tracking sheets, databases and filing systems
- Communicate updates
- Ensure guest documentation is filled out accurately, completely and filed appropriately
- Troubleshoot technology (phones, computers, POS systems, Moneris, internet, etc.)

Financial
- Ensure Guest Service staff adhere to appropriate cash & credit card handling procedures
- Ensure the accuracy of sales, discounts, commissions, referrals and payments
- Administer refunds
- Manage all aspects of cash handling, including opening and cash-out procedures, with 100% accuracy

Communication
- Respond to all guest complaints, dealing with high-level complaints
- requesting supervisor intervention when necessary
- Maintain and protect the confidentiality of guest/payment information
- Ensure all company tools are updated to reflect changes in operations (tour availability, hours, groups, etc)
- Communicate incidents (Level II and III) to the GS Manager, Assistant GS Manager and/or Course Managers

Hours, Training & Benefits:

- On-call schedule with possible irregular hours - dependent on business levels
- We work in a seasonal town, our staff work hard in the summer and book their holidays during the shoulder seasons (September - mid-December) - if you aim to take time off in July or August this role may not be the best fit
- Hourly wage starting at $23.25 per hour
- All job specific training is done in house

ADVENTURE - EDUCATION - INSPIRATION
We are a guest-focused business that is seasonal in nature - during peak times we may call on our team to get outside, work additional hours and do whatever it takes to deliver the experience we are renowned for.