Guest Relations Supervisor at BW II – Scottsdale, Arizona

POSITION SUMMARY:

The Guest Relations Supervisor assists in supervising a 4+ person team to operate a 7-day-a-week guest contact operation that provides an efficient, high-quality visitor experience from entry to departure.

The Guest Relations Supervisor is responsible in implementing daily requirements relating to Butterfly Wonderland's guest services, including ticket sales, scanning, general upkeep, annual pass sales, and guest traffic flow.

Model excellent customer service, run efficient operations, and develop high morale. Other duties may be assigned as appropriate.

MAJOR DUTIES AND RESPONSIBILITIES:

• Lead by example by being patient, kind, humble, respectful, selfless, forgiving, honest, and committed when interacting with one another and guests.
• Assist in the daily operations of the Guest Relations Department, including ticketing, entry and exits, the information desk, the annual pass, and group areas.
• Always demonstrate a positive attitude and appearance. Proactively approach, greet, and interact with guests in a friendly and courteous manner, which supports our goals.
• Listen to guest concerns and work independently to resolve issues in the best interest of the guest and Butterfly Wonderland.
• Coach and assist in training for all Guest Relations team members. Lead a sales team, ensuring all team members are knowledgeable in the product, knowledge about related products in conjunction with the butterflies, and all other animal-related information for Butterfly Wonderland for guests’ education and entertainment.
• Knowledge of all calendar events for AZB, ticket types, all venues at AZB
• Accurately and efficiently conduct all sales transactions, including tickets, annual passes, and any special events.
• Account for all monies, coupons, passes, and vouchers received. Ensure the end-of-day close is within the accepted guidelines as outlined by the Butterfly Wonderland cash handling procedures.
• Actively promote and upsell add-on experiences, annual passes, and partner combination tickets (OdySea Aquarium, Mirror Maze, Xperiences).
• Maintain the integrity of the assigned work area, ensuring that it is clean, properly functioning, and guest ready. Rectify issues directly when possible or alert Guest Relations leadership if assistance is required to make necessary corrections.
• Maintain Standard Operating Procedures Manual to enhance the knowledge of the guest relations team.
• Maintain the inventory and process of orders for all supplies – guest-related and team member-related collateral, including but limited to ticket stock, membership cards, visitor guides, and office supplies.
• Attend all Butterfly Wonderland training programs and demonstrate an ongoing understanding of exhibits, programs, visitor information, and policies/procedures. Master all required responsibilities of the position.
• Responsive to safety issues—able to process and assist in incident reporting and care for guests from all departments as needed.
• Process all GR emails – guest solutions and donation requests.
• Work as a member of a team within the Guest Relations department and the rest of the AZB facility staff. Effectively communicate to peers and leadership information relevant to the guest experience.
• Constantly monitor the assigned work area to ensure that all safety policies and procedures are followed by guests and team members.
• Comply with safety and security directives, policies, and procedures.
• Support and follow all the expectations and tasks assigned
• Performs other related duties as assigned.

PHYSICAL AND MEDICAL REQUIREMENTS:

• Ability to stand for long periods of time, 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 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 the essential functions.
• Successful completion of a pre-employment drug testing and background investigation.
• Allergies to plants or animals which may interfere with ability to work must be controlled by medication or protective equipment.
• Must be able to push/pull up to 50 pounds.

MINIMUM QUALIFICATIONS:

• High School diploma or GED required. College degree preferred.
• 1-3 years experience in customer service/sales/admissions supervisor position.
• Experience supervising a team of 10 or more team members.
• Experience with cash handling, tracking, loss prevention, and accounting systems for generated revenue.
• Experience with complex point-of-sale systems. Experience with Gateway/Galaxy is a plus.
• Must lead by example, have strong communication skills, and be able to work with the general public.
• Must be able to motivate and energize a diverse group of team members.
• Must be able to handle confidential information.
• Must be willing to work a minimum of 38-40 hours per week, including weekends and holidays.
• Strong computer skills, including Word and Excel.

Must exemplify core fundamentals of the Employee 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 got 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, 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.