Supervisor, Admissions

Job Summary

Oversees the daily operation and Team Members within the Admissions area which includes, but not limited to: Ticket Sales, Guest Arrivals, and Rental Services. Works with all areas of Admissions and Guest Services to ensure a seamless entrance experience into the resort while working with the team to provide world class customer service.

Major Responsibilities

Responsible for the daily operation of a specific department in the Admissions area including Ticket Sales, Guest Arrivals, and Rental Services. Works with the team to maintain proper levels of staffing so guests can enter the park as quickly and efficiently as possible. Supervises the staff on a daily basis ensuring all service standards, policies, procedures, and safety standards are followed.

Prior to Opening: Work with HR to hire staff for the department while developing and leading training sessions to get the Team ready for Grand Opening.

Works with all departments within Entrance Operations to ensure a seamless guest experience. Analyzes and responds to various reports including but not limited to guest comments, IT related issues / enhancements, auditing goals, payment management, and department quality standards while maintaining updated SOPs.

Prior to Opening: Continue to develop and adjust SOPs as we bring systems online while we continue to adjust the operation for opening. Prepare staff with UB service level expectations and start to report system issues to IT through our developed hyper care plan.

Performs administrative duties such as scheduling, maintenance of attendance records, vendor relations, and other related / assigned duties. Monitors labor standards / budgets for assigned areas.

Prior to Opening: Constantly manage the schedule with team members making staffing adjustments during pre / post grand opening and ensuring team members are aware of these modifications to ensure proper staffing levels.

Ensures employees receive proper training, development, and coaching during their employment. Works with Team Members on performance expectations, and documents incidents accordingly.

Prior to Opening: Oversee the department training courses for opening including SOP training, tests, and checklist sign off. Work with management and communicate any issues or problems with Team Members not meeting our expectations.

Other assigned duties.

Qualifications

1-3 years management and customer service experience required; or equivalent combination of education and experience.

Mandarin required, 2nd language of English is preferred.

Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals.

Ability to write reports, business correspondence and procedure manuals.

Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

This position is a front of house role for an Operation that is open 365 days a year 7 days a week with morning, afternoon, and evening shifts. It will often require the individual to work on holidays and weekends as needed to support the daily business throughout the year.

Consistent attendance is a job requirement.

Education

High school degree or GED required

Associate’s degree (AA) preferred