Supervisor Guest Experience

Job Details

Level: Experienced

Job Location: Fort Worth Botanic Garden - Fort Worth, TX

Position Type: Full Time

Education Level: High School

Salary Range: $18.00 Hourly

Travel Percentage: None

Job Shift: Day

Job Category: Sales

Description

The pay for this position is $18/hr. Must be willing to work a flexible schedule including holidays, weekends, and evenings.

Job Purpose: The overall purpose of this job is to manage the daily operations of the Gift Shop and Admissions at the Fort Worth Botanic Garden, ensuring excellent guest experience and efficient operation. As the Guest Experience Supervisor, you will be responsible for overseeing the Guest Experience Associates, managing gift shop and supplies inventory, processing sales, and ensuring the highest standards of customer service at the point of entry and within the retail space.

Key Responsibilities:

1. Maintaining effective management of the Gift Shop and Admissions areas, ensuring smooth operations and exceptional guest experiences.
2. Performing daily cash handling procedures, processing transactions, and ensuring accurate financial records for both retail and admission sales.
3. Assisting in annual inventory counts ensuring that a clean audit is achieved.
4. Maintaining accurate inventory levels by regularly conducting stock counts and reconciliation.
5. Overseeing the ordering, receiving, and stocking of merchandise, ensuring the gift shop is always well-stocked with quality products.
6. Ensuring compliance with all safety, security, and operational procedures related to admissions and retail sales.
7. Performing regular evaluations of guest experience delivery methods; recommending, implementing, and evaluating improvements.

People Management/Interactions:

1. Managing and supervising the Guest Experience Associates, providing training, performance feedback, and support.
2. Participating in department staff recruitment and onboarding, and monitoring staff performance.
3. Training staff on guest service standards, sales techniques, and operational policies.
4. Facilitating positive communication between departments and with external partners.
5. Ensuring the staff members are informed, trained, and motivated to perform well.
6. Monitoring performance and providing feedback and support while working to maintain a positive work environment and staff adherence to the Core Values.

Communication:

1. Reporting directly to the Guest Experience Manager regarding sales performance, inventory levels, and staff management.
2. Communicating clearly with all departments and the public to ensure exceptional service.
3. Collaborating with other departments to coordinate the flow of guests and ensure seamless service across the organization.

Qualifications

Competencies: Knowledge and Skills required:

• Experience with retail management, sales, and customer service, particularly in a fast-paced, public-facing environment.
• Knowledge of inventory management, point-of-sale systems, and cash handling procedures.
• Proficiency using retail software, point-of-sale (POS) systems, Paycom, and Microsoft Office Suite (Excel, Word, etc.).
• Organized and detail-oriented, with strong time management skills and the ability to juggle multiple tasks.
• Ability to work under pressure, resolve conflicts, and deliver exceptional customer service.
• Understanding of admissions processes, including ticketing systems and guest management.
• Training or ability to take training in customer service, sales, or retail management.

Additional Job Requirements:

• Successfully pass a background and credit check due to the handling of financial transactions and confidential information.
• Maintain a current Texas Driver's License and auto-related liability insurance.
• Be adaptable and flexible to changing schedules, including weekends, holidays and evenings.
• Ability to support and participate in FWBG public exhibitions and events.

Reasonable accommodation can be made to enable individuals with disabilities to perform the job.

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