HIGHER DUTIES OPPORTUNITY
Guest Services Duty Supervisor
$31.09/hr PPT - Higher Duties
Sea World Business Unit

The Opportunity:
To support the Guest Services Supervisor in day-to-day operation and team management.

Your day to day:
• Ensure all Hosts follow the correct procedures as outlined in the Guest Services Manual to ensure the highest quality service is provided to guests
• Demonstrate customer service and safety as a top priority, to both internal and external customers
• Resolve any guest complaints immediately and follow up to ensure a positive business outcome is achieved wherever possible
• Ensure all necessary reporting, admin duties and paperwork is completed in a timely and professional manner
• Document and follow up on any noteworthy conversations, complaints and incidents on a daily basis
• Coordinate the recruitment process for Guest Services Hosts
• Monitor the Guest Services staffing levels to deliver the highest level of guest service whilst still maintaining efficiency
• Develop Guest Services Hosts through effective mentoring and coaching processes, conducting discipline and review sessions
• Ensure all Hosts have a thorough knowledge of the park’s attractions, facilities, operational and ERT procedures
• Perform a key role in the Emergency Response Team
• Maintain strong relationships with other departmental supervisors and communicate any updates to operation.
• Assist Marine Sciences with the day to day check ins, bookings and reporting for Animal Adventures.
• Completing regular check ins with team members working out of the Ray Reef office and supporting all team members through escalated and challenging guest interactions.

What you'll bring:
• Quality customer service and problem-solving skills
• Clear verbal and written communication
• Highly developed interpersonal and conflict resolution skill
• Thorough knowledge of the park’s attractions, facilities, operational and ERT procedures
• Apply First Aid and CPR qualifications
• High level of Health & Safety knowledge and awareness
• Experience in leading a team of people, motivating staff and maximising performance levels