Guest Services Supervisor

As the only aerial tramway in Southeast Alaska, guests at the Goldbelt Tram are invited to soar to new heights in scenic adventure aboard Juneau's top attraction. We offer locals and visitors an opportunity to experience breathtaking Alaska scenery, explore the miles of trails atop Mount Roberts, and learn more about Alaska Native culture. 

Summary

Responsible for supervising guest service and ticketing operations, acting as the guest services manager on duty during his/her absence, and overseeing the collection, reconciliation, and submittal of daily ticket sales receipts, as well as collecting and submitting daily cruise ship reconciliation for vouchers in order to secure and increase sales, while offering top of the line services and a better product for tramway guests. Part-time and full-time schedules are available.

We're excited to share that the job is based in beautiful Juneau, Alaska We kindly ask that all applicants either live in Juneau or be open to relocating at their own expense. 

Pay and Benefits: 

Seasonal Employees are eligible for the Seasonal Employee Layoff Bonus Plan. The plan is designed to provide an effective means to motivate and compensate eligible seasonal employees during the term of their assignment. However, Goldbelt, Inc. may, in certain limited circumstances, grant discretionary performance bonuses outside of this program, in the sole discretion of the Company.

Goldbelt, Inc. hopes that by providing short-term incentive compensation, this will motivate and increase the retention rate among its employees which in turn will enhance Goldbelt Inc.'s long-term value.

Starting Rate: $ DOE

Necessary Skills and Knowledge

• Ability to meet time and attendance requirements.
• Ability to work all different shifts including holidays and weekends.
• Ability to attend all scheduled meetings, orientations and training.
• Excellent verbal and written communication and customer service skills.
• Ability to handle stress under pressure.
• Ability to learn, understand, and follow oral and written instructions/directions.
• Skill in operating personal computer utilizing a variety of computer software.
• Skill in establishing and maintaining cooperative working relationships with other employees.
• Ability to work directly with the public, providing information and assistance on a daily basis.
• Strong cash handling and sales receipts reconciliation skills.
• Ability/willingness to learn and pass on to guests those areas of interest to visitors, such as local history, people, culture, geography, etc.
• Working knowledge of Southeast Alaska tourism market, travel distribution channels, product and services sales; the practices of cruise line shore excursion services.

Minimum Qualifications (education, experience, skills)

• Two (2) seasons of lead experience involved with tourism, travel, and/or hospitality services, including cash handling and reconciliation skills.
• And one (1) season of lead/supervisory experience.
• Ability to successfully pass a background check.

Preferrred Qualifications (education, experience, skills)

• Current CPR and first aid certificates.
• Drug testing may be required.
• Previous experience working in the visitor or hospitality industry or other customer service related field.
• Sales and business development experience.

Job Duties

• Functions as the acting Guest Services Manager during his/her absences. Oversee both guest services and ticketing functions and assists with the maintenance of excellent customer services.
• On a continuous basis, provides daily supervision of, Cultural Guardian, Lead Host/Ticket Agent and Host/Ticket Agent staff, and will be involved with recruiting, prescreening, hiring, directing, training, etc. new employees.
• Assigns work to staff involving ticket sales services at the lower terminal and assigns work to guest services staff involving ship passenger escort services, the upper terminal greeting services, and the theater operations.
• Develops weekly staff schedules; and responsible for the collection and timely submittal of payroll documents; ensures that ticketing/host staff receives proper training.
• Settles with each cruise ship's shore excursion services staff and/or purser for their pre-purchased cruise tour vouchers, closely coordinates activities at all times with each ship's staff in order to collect and submit reconciliation for the vouchers, and closely coordinate with guest services staff who are also allowed to settle daily with ships' staff.
• During pre- and post-reconciliation activities, collects and accounts for cash from sales receipts, maintains the computerized ticketing system, ensures sales receipts data is entered, and develops financial reports correctly and timely; also, oversees ticket printing and ordering/purchasing of supply activities.
• Oversees efforts to prevent the public from becoming nonpaying riders.
• Works directly with the Guest Services Manager in the development and coordination of ongoing orientation and continual training in customer services, sales and marketing, and/or passenger safety and comfort to all tramway staff that interact frequently with guests.
• Identifies discrepancy and/or problem areas to be resolved, the training outline to be followed and the arrangement for resources to be used throughout the season.
• Resolves unusual problems presented by difficult customers, special group needs, credit card transactions, etc.
• Performs other incidental and related duties as required and assigned.