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Guest Services Supervisor

Company: Gemological Institute of America, Inc.
Location: Carlsbad
Posted on: October 12, 2018

Job Description:

JOB OVERVIEW

Supervise all aspects of the Guest Services department including overseeing Guest Services staff and docents. Responsible for the daily operations of the GemKids program and public tours. Lead special projects as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Guest Services Responsibilities


  • Supervise all aspects of the Guest Services department.
  • Uphold the team standard to ensure effective delivery of superior customer service to internal and external customers.
  • Mentor new hires and set an example for the team by demonstrating superior customer service and professionalism.
  • Contribute to staff meetings and provide relevant topics for discussion, which may include team building discussions or activities.
  • Implementation and adoption of new policies and procedures and training.
  • Represent Guest Services in interdepartmental or project meetings when appropriate.
  • Responsible for staffing schedules and Workday approvals.
  • Supervise and ensure staff compliance with department and institute policies/procedures.
  • Counsel Guest Services staff and docents and assist in providing performance feedback.
  • Oversee the performance evaluation process for Guest Services staff.


    • Ensure correspondence with the department including mail and phone calls are handled in a timely manner and with a high level of customer service. Route confidential/sensitive information to the Dean of Students.
    • Compile data and provide analysis for reports as requested.
    • Regularly communicate department updates and matters of significance to the Guest Services team to ensure the department runs smoothly and efficiently.
    • Oversee special projects for the Guest Services Department including but not limited to:


      • Developing and monitoring project plan and timeline.
      • Responsible for project communication and ensuring key stakeholders are regularly appraised of project status and action item due dates.
      • Coordinate and process reservations for Museum tours for individuals, groups and VIPs.
      • Manage daily use of tour guide/audio equipment.
      • Coordinate and maintain inventory and office supplies for the Guest Services Department.
      • Maintain database for past and present Guest Services contacts.
      • Other duties as assigned.GemKids Responsibilities



        • Coordinate GemKids program.


          • Provide a positive and effective learning environment for GIA GemKids classes to 4th grade students.
          • Present various GemKids programs to schools for Science Day and Science Night.
          • Present Girl Scouts and Boy Scouts programs in the GIA classroom.
          • Work with Legal Department to maintain GIA standards for all visitors attending a GemKids program.
          • Manage set-up and execution of GemKids classes as needed.
          • Assist with promoting GemKids brand through marketing meetings, promotional materials discussions and representation in the field.
          • Update file system information for GemKids program.
          • Maintain database for past and present GemKids contacts.

            Docent Responsibilities

            • Oversee Docent population.
            • Manage Docent population and interview candidates when additions are needed.
            • Manage communication and scheduling.
            • Plan and organize Docent appreciation events.Reception Responsibilities
            • Schedule coverage for Corporate Receptionist during daily breaks and sick and vacation time.
            • Serve as back-up to the GIA headquarters' receptionist during vacations, breaks and lunches.
            • Greet scheduled visitors, as required, and direct them to appropriate area or person.SUPERVISORY RESPONSIBILITIES

              Directly supervises Guest Services staff. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include, but are not limited to, interviewing, making recommendations on hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

              TECHNICAL COMPETENCIES (Knowledge, Skills & Abilities)
            • Excellent public speaking, teaching and/or presentation skills.
            • Experience with leading others to deliver service excellence.
            • Strong coaching and mentoring skills.
            • Ability to maintain and foster sensitivity and respect for a culturally diverse work environment.
            • Ability to display supportive behavior and communicate positively regarding department goals and objectives.
            • Ability to deal effectively with a variety of personalities to establish and maintain effective working relationships.
            • Ability to fulfill assigned commitments in a timely manner within established budgets while achieving quality results.
            • Excellent grammar, written and verbal communication skills.
            • Ability to prioritize and resolve conflict when necessary.
            • Ability to make sound business decisions and able to accurately balance risks with business needs.
            • Strong computer skills utilizing software such as Microsoft Office Suite, e.g., MS Word, Excel, PowerPoint; and e-mail.
            • Excellent organizational skills.EDUCATION AND EXPERIENCE
            • Bachelor's Degree or equivalent required
            • Two years' supervisory experience preferred
            • Three years' experience in a customer service role
            • AJP diploma or willingness to obtain upon hire required.
            • Experience working in a non-profit organization and managing volunteers preferred
            • Graduate Gemologist diploma or willingness to obtain upon hire required.PHYSICAL REQUIREMENTS / WORK ENVIRONMENT (if applicable)
            • Work is performed in a designated professional office workstation and environment.
            • Extensive use of office equipment to include computer, calculator, copier, fax, and other business related machines and software.

              Disclaimer: This job description indicates in general terms, the type and level of work performed as well as the typical responsibilities of employees in this classification and it may be changed by management at any time. Other duties may also apply. Nothing in this job description changes the at-will employment relationship existing between the Company and its employees.

              Keywords: Gemological Institute of America, Inc., San Diego , Guest Services Supervisor, Hospitality & Tourism , Carlsbad, California

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