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:

- At least 1 season as a Guest Service Agent or similar role
- Available and willing to work in peak periods (weekends, holidays)
- Ability to work in and with a team of other Supervisors
- Excellent performance history
- Software proficiency: POS, Reservations, Gmail etc..
- Thrives in a fast paced, sales & service driven environment
- Exemplary organizational and time-management skills
- Excellent interpersonal and communication skills; able to easily connect with others
- Positive attitude with ability to work productively as a team or with mínimal supervision
- 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
- Lead by example, following proper policy and procedures
- Support GS Management, putting team objective above personal objectives
- Assist with the recruitment, training and shadowing new staff, providing insightful and enthusiastic mentorship

Authorities
- Refuse anyone from the desk for reasons involving safety, eligibility criteria or customer experience.
- Optimize tour capacities in order to maximize tour revenue
- Attend weekly administrative meetings as needed

Employee Experience
- Spend 100% of time working the desk as an active presence to provide coaching and mentoring.
- 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, computer, 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)

Compensation, Perks and Benefits
- Year-round, full-time hourly position starting at $22.75/hr
- 4-day work weeks (3-day ‘weekend’ every week)
- Extended health benefits
- Recreation and wellness allowance
- Discounts and pro deals with local restaurants, clothing, and equipment partners