GUEST SERVICES SUPERVISOR

Guest Services Supervisor

in Coon Rapids, MN

Regular Full Time)

Summary This position supervises and is responsible for the functions of the showroom business office and all Guest Services staff including greeters and cookie shop employees.

This individual is responsible for conducting all tasks that are associated with the supervisory role, including but not limited to : interviewing, hiring, training / coaching / mentoring, planning, assigning and directing work, motivation and leadership.

Also conduct a variety of tracking, rewarding, disciplinary actions, absence and performance documentation, performance reviews, terminations, addressing issues and resolving problems.

This individual must achieve teamwork throughout the department, as well as be able to coach and mentor employees to encourage their personal growth and reach the goal of representing a 5-Star experience to the customer, whether in person or on the telephone.

Qualifications To perform this job successfully, an individual must be proficient in performing each essential duty of the job satisfactorily.

The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Ability to operate a PC, including programs involving Windows, word processing, and spreadsheets. Ability to learn various programs as needed.

Must have strong organizational skills and be detail-oriented.

Essential Duties and Responsibilities ESSENTIAL DUTIES AND RESPONSIBILITIES : (Including but not limited to the following)

• Manage, mentor, develop, and coach Guest Services Staff Set individual employee goals along with goals for the department as a whole
• Write and edit procedures and policies that pertain to the guest services functions within the organization or individual showroom
• Supports the team as calls are received at the showroom, then determines the nature of the incoming call, and directs callers to the appropriate destination by using the paging system or transferring the caller to internal departments.
• Oversees, trains and supports the department on clerical and organizational support to the showroom staff including processing customer orders and invoices, balancing of books process cash, check and credit card transactions, finance paperwork, process invoices, reserve merchandise in the system, and organizes preparation of all customer events.
• Maintain daily reports including, profit margins, financed orders, daily journals, and special orders by creating reports for managers.
• Adheres to safe lifting techniques, follows proper training for learned job hazards and ergonomic risk factors, participates in departmental stretching program, and overall maintains a safe working environment.

Supervises, and supports as needed, the responsibilities and workflow of tasks performed by the Guest Services department, such as, but not limited to, the following :

• Types memos, correspondence, reports, and other documents for all showroom staff.
• Collects and distributes mail, faxes, and messages.
• Order and maintain all approved supplies from approved vendors for the showroom and cookie shop.
• Collect mass mailers for customer events and traffic them appropriately.
• Assists sales management and showroom staff in support functions in verifying product information on invoices, customer account balances
• Notify of or performs general showroom maintenance.
• Education and / or Experience Must have or be currently working towards a high school diploma or general education degree (GED);

and one to three months related experience and / or training.

Language Skills Requires skills to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.

Must have the ability to write routine reports and correspondence to the showroom staff including sales and managers. Need to be able to speak effectively before groups of customers or employees.

Demonstrate the ability to communicate in English, both verbally and in written format.

Mathematical Skills Mathematical aptitude to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Also requires skills to compute rates, ratios, and percentages and to draw and interpret bar graphs.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand for sustained periods of time, move about on foot to accomplish tasks, use spoken word to communicate, and perceive the nature of sounds at normal speaking levels with or without correction.

The employee is occasionally required to sit or remain in a stationary position for extended periods of time; use hands to handle or feel objects with either the entire hand or fingers, including typing.

Reach with hands and arms in any direction, ascend and descend ladders and stairs using feet and legs and / or hands and arms.

Stooping by bending downward and forward by bending at the waist, kneeling or bending at the knees to come to a rest on knee or knees, crouching by bending the body downward and forward, or crawling by moving about on hands or hands and feet.

The employee must occasionally lift and / or move up to 25 pounds.

Specific vision abilities required by this job include close visual acuity to perform activities such as : preparing and analyzing data or figures, transcribing, viewing a computer terminal, extensive reading, visual inspection involving small defects, and using measurement devices.

Reasoning Ability Must be able to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Supervisory Duties and Responsibilities Supervisory Duties and Responsibilities to ensure a Safe Culture Supervises and overlooks Guest Services employees.

Carries out supervisory responsibilities in accordance with the organizations safety vision and goals. Safety responsibilities include communicating the shared safety vision with the department, being accountable in the safety policies that have been defined, holding employees accountable in the expectation of safely practicing their job functions on a daily basis, promoting a safe work environment through incentives, etc.

and taking timely action to correct unsafe actions.

Work Environment The location of this position may vary as business needs change. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Other

OTHER SKILLS AND ABILITIES Candidate must demonstrate ability to work effectively with the general public. The candidate must present themselves in a professional, well-groomed appearance.

Candidate must have ability to handle detail work. Proficiency with PC and 10 key calculator. Minimum typing skills is 30 words per minute.

Knowledge of Excel, and Microsoft Word is helpful. Must have strong organizational skills and be able to handle detail-oriented work.

Candidate must demonstrate ability to work effectually with the general public. SUPPORT COMPANY STANDARDS : Answer the telephone using proper phone etiquette Comply with the check acceptance policy Ask for customers e-mail address 100% of the time