Guest Services Supervisor Job description

Transcription

1 Guest Services Supervisor Job description

2 Background Join our vibrant organisation! As an action oriented conservation charity, Marwell Wildlife s desire is to connect people with nature. Through enthusing people about the wonders of the natural world we re certain they ll share our passion to conserve it. Our success relies on two key things. The impression we create through our 140 acre zoological park, Marwell Zoo, with its wide array of exotic and endangered species, and also the family of talented people we employ, who share our passion and bring our vision to life. We engage with over 42,000 children and young people through our conservation educational programmes, and welcome over 500,000 visitors each year. In every contact we seek to encourage understanding, and inspire care for the natural world. Vision Living in balance with nature. Mission Marwell Wildlife is dedicated to the conservation of biodiversity and other natural resources. Aims Conserve species and their habitats, locally and globally Inspire care for the natural world Undertake and share results of scientific studies Improve our environmental performance and promote sustainable living Organisational Goals Delivering our conservation framework through the zoo and international work Growing our business by investing wisely and operating efficiently Living our vibrant organisation with enthusiastic people focused on shared goals Values Warm, welcoming, wise and contemporary When we recruit we place equal emphasis on exceptional technical ability and personal characteristics to match our brand values. The Guest Services Supervisor undertakes a key role within the Marwell family. If you are excited by the opportunity to join us read on... 18/12/2015 2

3 Role Title Role Profile Job Title: Guest Services Supervisor Benefits: Pension - 5% employer contribution, Life Assurance, 31 days annual leave inclusive of Bank Holidays Hours: 37.5 hours per week over 5 days, including bank holidays and weekends Location: Marwell Wildlife Reports to: Guest Services Manager Management: Guest Services Team Role Purpose and Role Dimensions: To assist the Guest Services Manager in the management of the Guest Services Team. To support the Retail and Admissions Manager in the management of the Retail and Admissions functions within Marwell Wildlife when required. To support the Guest Services Manager in the management and development of the Guest Services Team. Ensuring outstanding guest service at all times. Ensure facilities are maintained to the required standard. Financial Dimensions: Stock control Ordering Wage control Reporting of departmental expenditure Interdepartmental charging for stock completed Key Internal Contacts Guest Services Team Line Manager - Guest Services Manager Head of Guest Services, Retail & Admissions Animal Team Sustainability Manager Health and Safety Manager Maintenance Manager Page 3 of 8

4 Key External Contacts Marwell Wildlife Guests General Public Contractors Delivery Personnel Page 4 of 8

5 The Role Leadership To ensure the guest services team are performing their duties in line with procedures outlined within the departmental handbook and to report any issues to line manager To ensure all guest services staff meet the required Marwell Wildlife uniform standards To conduct morning briefings when required To supervise the guest services team by utilising their hours efficiently and effectively using rotas and responding to operational needs Completion of guest services rota To assist the line manager with the training and induction of the guest services team To highlight training needs of guest services team and to assist with refresher training Guest Service Operations Daily facilities check to ensure that guest facilities are maintained in a safe, clean and hygienic condition To consult with departmental management team on a regular basis to ensure procedures and facilities enable the delivery of standards to exceed our guests expectations Ensuring operating procedures and standards are implemented, maintained and reviewed To ensure that all park areas seen by guests are presented in line with departmental standards To ensure guest services team meet Health & Safety compliance at all times including working practices and C.O.S.H.H In conjunction with Guest Services Manager produce and update risk assessments To ensure that deliveries are dealt with efficiently and in accordance with operating procedures To lead the team in an emergency situation and to ensure correct procedures are followed To undertake guest services duties when required To take an active role in the park closedown team Manage car park on peak days, ensuring the team are correctly responding to the needs of the guests Act as the duty First Aider when on rota Adhere to health and safety policy and procedures, identify hazards and undertake appropriate risk assessments as required To be an active member of the Marwell First Aid team Administration To report any maintenance requirements within the department to the facilities department Record and monitor maintenance requests Page 5 of 8

6 Ensure maintenance work is completed to satisfactory standard Report ongoing maintenance requests Placing of orders Monitoring stock levels and stock control Adhering to data protection protocols Ensure departmental equipment is maintained and kept in working order. Reporting of any equipment issues to departmental management. To handle cash and other payments, ensuring monies are dealt with as per cash handling policy and procedure Other duties Ensure regular communications with direct reports, line manager and teams ensuring effective two way links Maintain effective liaison with line manager, colleagues and other teams to ensure that departmental needs and operations are in line with the organisation and do not impact negatively on others To undertake any other duties deemed reasonable by the Guest Services Manager Identify with and contribute to Marwell Wildlife Brand Values, mission and charitable objectives Page 6 of 8

7 The Candidate Qualifications & Experience Essential Experience of providing exceptional Guest Service to the highest standard Team leading/coaching Complaint handling Excellent verbal and written communication skills Basic understanding of health and safety requirements Full driving licence valid for the UK Desirable Current First Aid qualification Attributes Flexible attitude to working hours. There will be frequent weekend and bank holiday work. Due to the nature of the work occasional out of hours and anti social hours may be required. Good IT skills in word and excel Ability to work well under pressure Ability to lead and motivate a team Good attention to detail Good numeracy and literacy skills Effective decision making skills Excellent planning and organisational skills An understanding of the values and behaviour expected within this role An understanding of how this role supports the delivery of our charitable outputs Page 7 of 8

8 Our Brand Values Our brand is underpinned by four values which are intrinsic to both our outlook and behaviour. It is these values that define our approach to the development of our staff. These values represent a tone of voice which is a core part of our brand identity, and one which should resonate through every contact, whether with colleagues, guests, local communities or business contacts. Warm Enthusiastic, affectionate, kind and supportive. This is how we give to others. Being warm means showing a genuine interest in other people. Active listening and open, positive body language are key to this. As a charity we respect diversity and cultural sensitivity and are thoughtful, nurturing and concerned about the welfare of others. Welcoming Cheerfully receiving, bringing pleasure to those we greet. This is how we receive others. Being welcoming means that we are inclusive in what we do. We share our knowledge and skills with others, whilst respecting their opinions and the pressures they might face. Compassion and empathy are at the heart of this. Wise Showing experience and good judgement. This is how we use our expertise. We need to harness our considerable skills and knowledge in adapting and shaping our outlook. This means reflecting on our experience whilst taking the initiative and responsibility to drive forward the development of our organisation, its people and our charitable objectives. Contemporary Up to date and current, compatible and relevant to society and present thinking. Being responsive, and open to change and new ideas will help ensure that we remain relevant to society and at the cutting edge of present-day thinking. We must constantly review what we do, and have the confidence to commit to ongoing change and development. Page 8 of 8