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Guest Services Manager

Company: Audubon Nature Institute Inc
Location: New Orleans
Posted on: June 10, 2021

Job Description:

General Summary: The manager of Guest Services is responsible for managing the guest services department. The manager is responsible for the day to day operation of the department, as it relates to coaching and managing all the Guest Services staff and supervisors. The manger is responsible for assuring that all staff are giving outstanding customer Service to all our Guests.

To deliver on the Audubon mission, the Guest Services Manager will:

Provide a guest experience of outstanding quality

* Evaluate guest services employees, including supervisors. * Interview and select qualified staff who are dedicated to providing excellent customer service. * Maintain department employee files. * Offer recognition to staff; coach and counsel whenever appropriate. * Assume duties of supervisors and line staff when necessary. * Assist director in achieving strategic planning goals. * Keep Director informed of any issues that hinder or affect the staff and department's operation and stability.

Weave quality entertainment through the guest experience

* Prepare monthly managers schedule and assist supervisors with staff schedule. * Oversee training and assist in training when necessary. * Assist in maintenance of all equipment. * Maintain data records for equipment including carousel, train, cool zoo and dinos. * Report end of weekend numbers.

Operate a financially self-sufficient collection of museums and parks

* Maintain payroll for department. * Monitor staff and management for meeting combo percentage goals. * Monitor staff overages/shortages and ticket system problems. * Provide monthly reports on ticket system problems to director. * Be responsible for Audubon purchase card purchases and statement reconciliation. * Approve minor purchase orders and check requisitions; order supplies as needed.

The above listed duties are general statements of required major duties and responsibilities performed on a regular and continuous basis. They do not exclude other duties as assigned.

To deliver on the Audubon service promise, the Guest Services Manager will:


* Make eye contact with every customer encounter, smile at every person, offer friendly phrases and greetings. * Wear identification badge. * Walk individual to destination instead of pointing; offer assistance to people who look confused. * Assume ownership of potential safety hazards (wipe-up spill, pick up trash). Always have the camera-ready look.


* Maintain positive attitude, pleasant tone of voice (remember it is not what you say, but how you say it). * Coach co-workers on service expectations. * Utilize the power of teamwork to give excellent service. * Know when to involve upper management


* Know the answers to questions or seek out the answers. * Utilize proper phone etiquette (answer phone within three rings, smile before answering call, ask for permission and wait for response before placing caller on hold). * Ensure work area is free of food, drink, socialization, and personal business. * Follow Dress Code Policy on clothing and grooming. * Keep unpleasant concerns behind closed doors (vent backstage).

Supervision: manages the Guest Services department

Experience: minimum of 3 year experience in management


* High school diploma required * Bachelors preferred or required in Business or finance

Licensure/Certification: Driver's license required

Software Requirements: Working knowledge of Computer Systems and proficiency in software applications- MS Word, Excel, MS Outlook, etc.

Machinery/Tools/Equipment Requirements: Must have the ability to use mobile devices, computer, fax, scanner, and phone and copy machine.

Physical Requirements:

* Heavy Work: exerting up to 50 pounds of force occasionally, or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects. May involve sitting most of the time, but may involve walking or standing for brief periods of time. * Sitting or standing, bending, stooping, and the ability to carry items weighing up to 50 pounds. * Constant adequate range of motion and mobility required. * Regular near acuity with clarity of vision at 20 inches or less required. * Typical ability to collect and analyze numerical and written data and verbal information to reach logical conclusions and ability to determine the time, place and sequence of operations or actions required. * Regular talking and the ability to express and exchange ideas by means of language expected. * Regular hearing and the ability to perceive the nature of sounds. * Constant ability to read, record, or type data quickly and accurately required.

Environmental/Working Conditions:

* Working long hours between breaks or meals required. * Ability to work under and handle stress in an appropriate manner required. * May be exposed to high, medium, or low noise intensity. * Constant contact with co-workers required. * Affinity for animals preferred. * Exposure to fluctuations in temperatures may be required. * Exposure to outdoor conditions may be required.

Keywords: Audubon Nature Institute Inc, New Orleans , Guest Services Manager, Other , New Orleans, Louisiana

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