Guest Experience Supervisor

Lodging Hospitality Management Corporation; Missouri; On-site; USD 42,000 - 56,000; Full time

Job summary

Lodging Hospitality Management Corporation is seeking a Guest Experience Supervisor for the St. Louis Aquarium at Union Station. You will oversee the Guest Experience Department, lead a team, and ensure a safe, engaging, and high-quality guest journey throughout the facility.

Responsibilities include staff scheduling, training, coordinating with Life Sciences and Aquarium Foundation, and maintaining excellent guest service standards across attractions and lobby areas.

Qualifications

• One to two years in a supervisory role, ideally in tourism or hospitality.
• Excellent verbal and written communication skills.
• Strong listening, presentation, and decision-making abilities.
• Commercial understanding and ability to anticipate guests’ needs.
• Technically proficient in Microsoft Office Excel, Outlook, PowerPoint and Word.
• Ability to stand for long periods.
• Ability to work varied schedules including weekends and holidays.

Responsibilities

• Assist in implementing policies and procedures for the Guest Experience Department.
• Collaborate with Guest Experience Manager to review customer satisfaction and trends.
• Monitor and manage guest experience flow to ensure safety and enjoyment.
• Lead the Guest Experience team to deliver memorable guest experiences.
• Oversee staff scheduling and ensure coverage and breaks.
• Assist in training programs to improve guest experience and staff skills.
• Foster collaboration with other departments to ensure seamless guest journey at Union Station.
• Supervise other attractions or areas as required (e.g., Ropes Course, Merchandise, Photography).
• Support animal welfare and educational programs in collaboration with Life Sciences Department and Aquarium Foundation.

Skills

Supervisory experience

Leadership

Verbal communication

Listening

Presentation

Decision making

Guest needs anticipation

Microsoft Office

Problem solving

Stamina/physical endurance

Tools

Microsoft Office

Job description

Guest Experience Supervisor# Guest Experience SupervisorSt Louis Aquarium at Union Station - St Louis, MO 63103## Description* Assist in the implementation of the operating policies and procedures for the Guest Experience Department.* In collaboration with the Guest Experience Manager, review customer satisfaction and trends to anticipate needs and meet guest expectations.* Observe and report daily facility conditions and situations to the Guest Experience Manager.* Assist in the development and implementation of staff scheduling across the department to ensure efficient and appropriate coverage.* Ensure all staff receive their allocated break and ensure daily coverage.* Ensure the facility is clean, safe and presented to the highest of standards.* In collaboration with Guest Experience Manager, ensure all admission and sales data is captured to maximize reporting potential.* Monitor and manage guest experience and flow to ensure a safe and enjoyable journey.* Monitor, manage and ensure all guest experience targets are achieved.* Lead the Guest Experience team to deliver memorable and unique experiences to guests.* Assist in the implementation of department training programs to achieve the best guest experience.* Assist in the training and development of team members to provide the necessary skills and knowledge in order to perform their jobs.* Entertain, engage and empower team members to reduce turnover and increase retention.* Motivate and inspire team members to perform at their very best through role modeling, providing feedback, reward and recognition, respect and frequent communication.* Assist in overseeing on-the-job training programs in order to establish the needs of the business.* Supervision of other subsidiary attractions as required, such as Ropes Course & Mirror Maze.* Supervision of other areas as required, such as Merchandise and Photography.* Work closely with all internal and external departments to foster an outstanding and seamless guest experience throughout Union Station.* In collaboration with the Life Sciences Department, ensure animal welfare and care standards are upheld.* In collaboration with Life Sciences Department and the Aquarium Foundation, ensure exhibits and programs engage, educate and entertain diverse audiences.* Work closely with the Aquarium Foundation to ensure volunteers and educators provide exemplary guest service and engagement.## Qualifications* One to two years in a supervisory role, ideally in the tourism or hospitality related industry.* Experience supervising teams preferred.* Exceptional leadership skills and proven experience.* Excellent verbal and communication skills.* Strong listening, presentation and decision-making skills.* Commercial understanding and the ability to anticipate guests’ needs.* Technically minded and proficient in Microsoft Office Excel, Outlook, PowerPoint and Word.* Creative problem solver who thrives when presented with a challenge.* Energetic and eager to tackle new projects and ideas.**The individual must possess the following abilities to perform the essential functions of the job, with or without reasonable accommodation, using some or a combination of the abilities.*** Ability to stand for long periods of time.* Ability to read, listen and communicate effectively in English, both verbally and in writing.* Ability to access and accurately input information using a moderately complex computer system.* Hearing and visual ability to observe and detect signs of emergency situations.* Ability to lift and carry up to 50 pounds.**Other:*** Upon employment all team members are required to comply with the standards, rules and regulations, which may be established by the Company and updated from time-to-time. Team members who violate property rules or have irregular attendance will be subject to disciplinary action, up to and including termination of employment.* The leisure business functions seven days a week. Due to the seasonal nature of the industry, team members may be required to work varying schedules, weekends, holidays and overtime to reflect the business needs of the property. Team members may also be required to attend group and/or department meetings in addition to the work shift as necessary.* This job description is not an exclusive or exhaustive list of all job functions that a team member in this position may be asked to perform.