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    "requisitionDescription": "<div><div><p data-pasted=\"true\"><br></p><p><strong><u>&nbsp;</u></strong></p><p><strong><u>POSITION DESCRIPTION&nbsp;</u></strong></p><p>&nbsp;</p><p><strong>POSITION TITLE:&nbsp;</strong>Guest Services Supervisor</p><p>&nbsp;</p><p><strong>REPORTS TO:</strong> Senior Manager of Guest Experience</p><p>&nbsp;</p><p><strong>SUPERVISES:&nbsp;</strong>Guest Services Team Leads and Associates</p><p>&nbsp;</p><p><strong>EXEMPT OR NON-EXEMPT:&nbsp;</strong>Non-Exempt</p><p>&nbsp;</p><p><strong>PERCENTAGE OF FULL TIME EMPLOYMENT:&nbsp;</strong>100%&nbsp;</p><p>&nbsp;</p><p><strong>PERMANENT/TEMPORARY/SEASONAL:&nbsp;</strong>Permanent</p><p>&nbsp;</p><p><strong>LOCATION:</strong> Onsite</p><p>&nbsp;</p><p><strong>PRIMARY RESPONSIBILITY: &nbsp;&nbsp;</strong></p><p>The Guest Services Supervisor plays a strategic leadership role within the organization, overseeing all aspects of the Guest Services Department with a strong focus on sales performance, revenue growth, and exceptional guest experience. This position is responsible for establishing and achieving program, tour, and annual pass sales goals; developing and executing strategic sales initiatives; and ensuring daily operations align with organizational standards and guest service excellence. The Supervisor also serves as a key leader in guest satisfaction and service recovery, ensuring issues are resolved professionally, efficiently, and empathetically.</p><p><strong>ESSENTIAL JOB FUNCTIONS:&nbsp;</strong></p><p><strong>&nbsp;</strong></p><ul type=\"disc\"><li>Drive and maximize revenue through phone pre-sales, walk-up program and tour sales, and membership conversions.</li><li>Establish daily, weekly, and annual sales goals for programs, tours, and annual passes; monitor performance and implement action plans to meet or exceed targets.</li><li>Monitor daily program occupancy levels and actively motivate and coach the team to increase participation and sales.</li><li>Develop, implement, and lead comprehensive sales training programs for new hires and existing staff.</li><li>Create and manage incentive-based sales contests to encourage engagement, performance, and team collaboration.</li><li>Communicate current promotions, special event pricing, programs, and key selling points to the Guest Services team.</li><li>Track individual and team sales performance through detailed spreadsheets, including incentive calculations and reporting to accounting.</li><li>Lead, supervise, coach, and mentor the Guest Services team, fostering a sales-driven, guest-focused, and professional culture.</li><li>Oversee hiring support, onboarding, training, performance management, scheduling, and ongoing development of Guest Services staff.</li><li>Ensure appropriate staffing levels based on attendance forecasts, with full coverage during peak times.</li><li>Serve as the primary point of contact for daily operational needs within the Guest Services Department.</li><li>Coordinate and oversee opening and closing procedures.</li><li>Complete payroll responsibilities, ensuring accurate approval of timecards and submission of incentive amounts.</li><li>Maintain a visible presence in Guest Services areas to proactively address guest needs and ensure efficient service flow.</li><li>Professionally handle guest complaints, concerns, and suggestions, providing timely follow-up via phone, email, or in person.</li><li>Lead guest recovery efforts on-site by resolving issues with empathy, professionalism, and efficiency.</li><li>Monitor and evaluate Guest Services calls for quality control and consistency in guest interactions.</li><li>Conduct daily inspections of Guest Services areas to ensure accuracy of program information and high service standards.</li><li>Manage daily operations of the Guest Services Department, ensuring adherence to company and departmental policies and procedures.</li><li>Oversee Guest Services-related responsibilities, including vending machines, KultureCity resources, and mission bags.</li><li>Create and distribute daily information and availability communications to staff, highlighting program vacancies and priorities.</li><li>Work closely with the Accounting Department on refunds, transaction issues, reporting, and reconciliations.</li><li>Provide systems training and customer service training to all Guest Services staff.</li><li>Assist the Senior Manager of Guest Experience with projects, initiatives, and operational needs as required.</li><li>Perform additional duties as assigned to support organizational goals.</li></ul><p>&nbsp;</p><p><strong>EDUCATION/EXPERIENCE REQUIREMENTS: &nbsp;</strong></p><p><strong>&nbsp;</strong></p><ul><li>Proven track record of management and leadership skills with the ability to provide detailed direction to staff on sales expectations, as well as holding them accountable for what is expected.&nbsp;</li><li>Strong customer service and communication skills</li><li>Excellent ability to communicate in all forms: speaking, writing, business communication.&nbsp;</li><li>Ability to multi-task in high-pressure situations.&nbsp;</li><li>Must be able to work nights, weekends and holidays.&nbsp;</li><li>College Degree preferred in a hospitality, guest service related fields&hellip;2 years of related experience and/or training may be substituted; or equivalent combination of education and experience</li><li>Preferred: 2+ years in a high-volume, guest-focused attraction environment<ul><li>Minimum of 2 years of recent experience as a sales lead/key holder preferred.</li><li>Minimum of 2 years customer service experience preferred.</li><li>Cash handling experience</li><li>Computer experience</li><li>Ability to work days, nights, weekends and holidays as needed</li></ul></li></ul><p>&nbsp;</p><p><strong>PHYSICAL REQUIREMENTS: &nbsp;</strong></p><p>&nbsp;</p><ul><li>Standing for long periods of time - frequently</li><li>Able to sit for long periods of time - frequently</li><li>Ability to bend, kneel, and stoop - occasionally</li><li>Able to lift up to 30 lbs &ndash; occasionally</li></ul><p>&nbsp;</p><p>&nbsp;</p><p>Clearwater Marine Aquarium reserves the right to revise job descriptions or work hours as required.&nbsp;</p><p>&nbsp;</p><p>All job requirements are subject to change to reflect the evolving position requirements or to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a threat or risk to the health and safety of themselves or other employees. This job description in no way states or implies that these are the only duties to which will be required in this position. Employees will be required to follow other job-related duties as requested by their supervisor/manager (within guidelines and compliance with Federal and State Laws).&nbsp;</p><p>&nbsp;</p><p>A statement of &ldquo;permanent&rdquo; position is not a guarantee of employment. It simply means the role has no set end date. In Florida, employment is &quot;at-will&quot; by default, meaning either party can terminate the relationship at any time for any legal reason and as such continued employment remains on an &ldquo;at-will&rdquo; basis.</p><p>&nbsp;</p><p>Clearwater Marine Aquarium is an equal opportunity employer, and does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor. &nbsp;Clearwater Marine Aquarium participates in E-Verify, please view the&nbsp;<a href=\"https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf\" target=\"_blank\">Notice of E-Verify Participation</a> and the&nbsp;<a href=\"https://www.e-verify.gov/sites/default/files/everify/posters/IER_RightToWorkPoster%20Eng_Es.pdf\" target=\"_blank\">Notice of Right to Work</a>.</p></div></div>\n",
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