Guest Services and Membership Supervisor

SUMMARY Supervises Guest Services staff and daily operations.
Oversees membership sales and service processes and correspondence including emails and phone calls.
Assists in overseeing other department email and phone lines for general admission, donation requests, and groups sales.
ESSENTIAL FUNCTIONS Supervises daily operations of Guest Services staff Models and maintains customer service standards to front gate staff ensuring all are focused on visitors’ needs at the Zoo Helps Guest Services staff provide exemplary customer service to Zoo guests with the goal of maintaining and building the Zoo’s member base and groups attendance Ensures cash handling procedures per Finance department protocol are being followed; Applies cash handling procedures, asset protection policies, and requirements to daily routines Assists directly with department operations Performs opening and closing duties daily Assists with staff training Creates department schedule with assistance from Guest Services and Groups Supervisor and approval of Guest Services Manager.
Delegates tasks to Assistants and maintains oversite of task completion Maintains a thorough knowledge and understanding of all membership plans, group sales options, and general admission plus any specialized pricing and promotions Answers public and internal inquiries regarding department procedures, policies, and prices Coordinates busy group days check-ins Assists with member-only events Ensures strict safety protocols are being followed for guests as well as staff Assists as needed in researching any cash/credit card discrepancies that occur during normal closing or are called to the department’s attention by Finance Provides input for personnel performance reviews, commendations and/or discipline to the department managers Serves as customer service supervisor for members and visitors as needed to ensure guest satisfaction following customer service issues or failures Coordinates and assists with implementing member-exclusive events Assists with busy groups days check-ins Oversees membership sales procedures, processes, training, and coordination: Oversees and maintains correct membership processes, procedures, pricing, promotions, etc.
are communicated to staff, guests, and members and performed correctly Coordinates and implements monthly renewal reminders Oversees process and communication regarding auto-renewal failures Coordinates and oversees timely completion of gift membership processes Coordinates and oversees annual renewal of specialty membership types (Bham City, Friends, Employee, Volunteers, Medical Partner, etc.
) Coordinates and assists with implementing member-exclusive events Acts as main contact and knowledge source for visitors and staff regarding membership sales and information Assists and backs up Guest Services and Groups Supervisor Assists with groups sales coordination and busy groups check-ins Helps ensure timely responses to potential and confirmed groups via email and phone to coordinate group reservation details, including but not limited to rescheduling, answering questions, confirming reservations, providing updated invoices, and confirming lunches and education programs (groups email) Helps ensure timely responses to guests via email and phone to address service needs, including but not limited to answering questions, processing refunds, rescheduling tickets, and trouble-shooting online sales errors (online sales email) Helps ensure timely responses to donation requests via email and phone to address eligibility, collect required documentation, grant awards, prepare pick-up, and track donations (donations email) Delegates email and phone call duties as needed and ensures task completion Other duties as assigned SUPERVISORY RESPONSIBILITIES Guest Services Assistants Guest Services Cashiers SAFETY ANALYSIS The Guest Services Programs Supervisor position is impacted by hazardous exposures common to an office environment as well as public safety in an outdoor environment.
Some hazards associated with walking in an outdoor environment may occur daily.
Specific training and procedures will be provided, designed to maintain safety of people as the highest priority of the zoo followed by the safety of the animal collection.
The use and understanding of a variety of personal safety equipment is mandatory.
Knowledge of the following is required: Proper use and understanding of cleaning agents Thorough understanding of guest safety protocols, particularly with young children The Guest Services Supervisor, as with any employee of the Zoo, are required to be familiar with the Zoo’s overall safety policies as outlined in the employee handbook as well as being responsible for reporting any injury immediately to the first aid department.
PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee should expect: Use of hands, fingers, tools or controls.
Frequently stand; walk; sit; reach with hands and arms; stoop, kneel, bend, crawl, crouch and talk or hear.
Routinely lift and/or move up to 50 pounds.
Frequently walk long distances Exposure to wet surfaces.
Frequent exposure to the elements can be expected.
QUALIFICATIONS College degree, or some college, preferred.
Minimum 2 years’ experience working in customer service and cash handling Minimum 1 year supervisory experience with a proven ability to organize and direct work objectives and supervise staff.
Experience working with non-profit organizations preferred.
Must have exceptional customer service skills Must be flexible and have the ability to handle multiple tasks at one time Must have good organizational skills as well as excellent oral and written communication skills.
Presentation skills helpful.
Proven ability to perform basic math and understand basic accounting and cash handling required.
Proficient in use of Microsoft Office, Windows-based software, and point of sale systems.
Must have excellent written and verbal communication skills; have high energy and enthusiasm for customer service and completion of tasks; possess team building skills; and has the ability to handle multiple tasks and meet deadlines Must have ability to foster teamwork within and across teams to successfully benefit the Zoo as a whole.
May require some local travel.
Must have a current valid driver’s license with no prior traffic violations (within the last five years).
POSITION TYPE AND HOURS OF WORK Full time Weekdays and weekends, occasional evening hours (during special events) and holidays required WORK ENVIRONMENT Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and functions of this position.
The Birmingham Zoo is a not-for-profit entity.
The rate of pay is $15.
60/hour.