Shift Supervisor - Guest Services

Job Title: Shift Supervisor - Guest Services

FLSA Status: Non-exempt

Hours: Seasonal (flexible schedule of around 32 hours or more per week including weekends and holidays) until approximately early November

Pay Rate: $15.75/hour

Summary:

Omaha’s Henry Doorly Zoo & Aquarium is seeking a Shift Supervisor Guest Services to collaborate with the Director of Guest Services, Guest Services Supervisors, and other Shift Supervisors to ensure that all operations are working efficiently on time, and in accordance with established safety guidelines and all Zoo and departmental policies. This position reports directly to the Guest Services Supervisors.

Duties and Responsibilities (include but not limited to):

• Adhere and comply with the Henry Doorly Zoo & Aquarium Employee Handbook.
• Be able to assist guests and staff at ticketing kiosks by answering questions and completing transactions.
• Accurately operate cash register, credit card reader, and Point-of-Sale system during transactions.
• Provide general information about prices, location of specific attractions, and safety rules.
• Follow and explain all rules regarding tickets, memberships, school groups, and special pass admissions.
• Be trained in all Guest Services Areas and be responsible for the coordination of the supervision of the areas including, but not limited to: Admissions, Giant Screen Theater, Redemption, Rides, and Grounds.
• Maintain proper radio etiquette using a multi-channel system.
• Coach crew members in order to offer extraordinary guest service to all guests.
• Maintain all Zoo and Department workplace cleanliness standards in both indoor and outdoor settings.
• Supervise and monitor staff adherence to Zoo procedures while working in specific areas.
• Assist Guest Services supervisors in maintaining accurate inventory, tracking, data, staff hours, and employee information.
• Ensure compliance with applicable policies and procedures by Zoo guests and staff.
• Address guest and staff concerns and problems with tact and professionalism.
• Coordinate with all other Zoo departments to efficiently perform required duties of supervised areas.
• Authorize guest refunds or exchanges in all Guest Services areas when applicable.
• Perform the duties of each Guest Services position for breaks, absences, or emergencies.
• Ensure cleanliness and safe operation of all Guest Services area equipment.
• Report all safety related, animal related, mechanical issues, or other incidents to a Guest Services Supervisor.
• Enforce Zoo policies of closures and evacuations in the event of emergency situations.
• Represent our Zoo in a positive and professional manner to maintain an open and accepting atmosphere.
• Other duties as assigned.

Work Skills:

• Must have strong customer service skills and be able to respond to a variety of situations to accommodate reasonable requests.
• Must be able to work with a diverse population.
• Must have an outgoing personality, enthusiasm, and work well under pressure.
• Must possess good math and cash handling abilities and skills.
• Must have good public speaking and communication skills.
• Must possess the ability to function independently or with other Guest Services Supervisors to control guest and personnel issues.

Minimum Requirements:

• Must be at least 18 years old.
• Must possess a valid driver’s license.
• Must pass drug screening and background check.
• Must be able to work at least 32 hours each week during the summer season.
• Must be available to work weekends and holidays during the