Operations Supervisor

Job Description

Job Description

GENERAL POSITION SUMMARY:

Exceed Guest expectations by delivering world-class service through friendly, courteous, and professional interactions with Space Needle team members while actively supervising Admissions Team Members. Take ownership of admissions operations by providing direct support to the team and assisting the Admissions Manager in ensuring seamless operations with a positive and energetic attitude.

ESSENTIAL FUNCTIONS:

• Support and instill a genuine desire to transform each interaction with guests into a positive memorable experience.
• Promote safety and security in balance with providing a welcoming atmosphere for internal and external guests.
• Oversee implementation of daily admissions operations, ensuring operational accuracy and efficiency to maximize sales and minimize expenses.
• Oversee training for all new hires while auditing their performance and ensuring that each meets the established expectations and quality standards.
• Update and maintain the Admissions training manual each year.
• Motivate and lead the admissions team in upselling, cross-selling, and guest/product sales techniques to create valuable offers and incentives for our guests.
• Ensure smooth guest flow in all areas of the operations and empower the team to make proactive adjustments and decisions that positively impact our guests.
• Ensure all areas of the operation remain at peak levels of presentation and cleanliness while protecting and maintaining the brand.
• Maintain accountability and delegation with Leads to ensure team members are equipped to successfully carry out their daily responsibilities.
• Maintain a clear understanding of all opening and closing procedures.
• Uphold and remain current on all company policies and procedures while establishing and introducing ones that are specific to admissions.
• Attend Leadership meetings monthly and upon request.
• Update the Operations Log and other communication log daily.
• Supervise break schedules and ensure all breaks are taken according to procedure, and WA labor laws.
• Communicate effectively with the Admission Operations Manager, team members, guests, and other departments.
• Create weekly Team Member schedule and cover any open position whenever necessary.
• Respond to guest inquiries as they occur including emails.
• Support and assist in administering training processes.
• Maintain competent working knowledge of the Ticketing System, system potential, and hardware components.
• Establish and maintain a relationship with the ticketing system vendor for support and system maximization.
• Monitor and coach Admissions Agents regarding expectations, uniform cleanliness, grooming and other significant policies.
• Any other responsibilities as defined by Admissions Operations Manager.

OTHER RESPONSIBILITIES:

• Know Space Needle emergency and fire, life, and safety procedures and your role in its implementation.
• Always maintain the highest level of professional appearance and demeanor in accordance with Space Needle Excellence: Quality, Service, Consistency, Accountability and Performance.
• Flexibility to work additional hours in response to business demands including evenings, weekends, and holidays.
• Provide guidance while facilitating ingress and egress during all banquet functions.
• Remain aware of all local events for guest communication and operational impact.

EDUCATION, EXPERIENCE AND SKILLS REQUIRED:

• 2 Years of experience within a customer service-oriented environment.
• Ability to left 50 pounds, use manual dexterity and work in confined space.
• A current Washington State Driver’s license and a clean driving record.
• High regard for the guest experience and proven guest service skills.
• Professional appearance.
• Comfortable working with a diverse population and motivating a team.
• Established leadership skills and success in leading a team.
• Teamwork focused, self-driven with Team Player attitude.
• Commitment to coaching, constructive feedback, and positive recognition.
• Strong initiative and decision-making ability.
• Ability to stand and walk for at least eight hours.
• Ability to professionally address large groups.
• Ability to perform various duties and determine priorities during any given shift.
• High School Diploma or equivalent.
• Proficient with the English language both written and verbal.
• Intermediate level of computer skills, confident with mobile devices.
• Ability to work independently.
• Ability to become CPR and First Aid certified.
• Ability to see near, far, and adjust focus.
• Ability to react quickly and correctly in a fast-paced environment.

Full Time, Hourly Position

Hourly Rate: $25.30 - $28.00 / hour

Eligible for a performance based increase after 90 days.

Benefits include:  

• Medical, Dental, Vision, Life, Long Term Disability, with optional supplemental coverage options available 
• Optional Flexible Spending Account for Self and Dependents 
• 401k plan, we will match 50% of the first 6% you contribute, equivalent to 3% of your wages 
• Deferred compensation into 401(k) account at company Shareholder discretion. Eligible to begin participating after one year of service with an annual plan entry date of October 1st.
• Paid Personal Days (10 per year)
• Paid Time Off of 14 days / year based on working 2080 hours / year 
• Tuition reimbursement of 50%, up to $2500 / year 
• New child family leave up to 4 weeks while on approved FLMA and enrolled in company sponsored medical plan
• 35% discount for many purchases at the Space Needle (Retail, Food and Beverage)
• Charitable Contributions / Matching Gift, up to $200 year
• $165 / month towards parking / orca card

The Space Needle symbolizes the innovative and forward-thinking spirit of Seattle. Our Team Members reflect our inclusive city, diverse country, and multicultural world. As an equal opportunity employer, we make all employment decisions without regard to race, color, religion, age, sex, national origin, marital status, sexual orientation, gender identity, the presence of any sensory, physical, or mental disability, military status, political ideology, genetic information, or any other status protected by local, state, or federal law. All Team Members and potential Team Members who apply for an opening will be considered without regard to these factors. We carefully screen applicants based on qualifications such as their training, education, skills, aptitude, experience, and previous work record.