Guest Experience Supervisor

Lm Services Corporation; St. Louis (MO); On-site; USD 45,000 - 60,000; Full time

Job summary

Lm Services Corporation's guest experience team at Union Station seeks a capable supervisor to lead daily operations, manage staff, and ensure a safe, enjoyable guest journey.

You will collaborate with the Guest Experience Manager, develop training, monitor satisfaction, adjust schedules, and model excellence through communication and teamwork. This role requires standing for long periods, lifting up to 50 pounds, and flexibility to work weekends and holidays in a high-volume leisure environment.

Qualifications

• Experience leading guest experience or hospitality teams.
• Excellent verbal and written English communication.
• Ability to manage schedules and coverage.
• Ability to work weekends and holidays as needed.

Responsibilities

• Assist in implementing operating policies for the Guest Experience Department.
• Review customer satisfaction trends with the Guest Experience Manager.
• Observe and report daily facility conditions to the Guest Experience Manager.
• Ensure staff receive their allocated breaks and daily coverage.
• Lead the Guest Experience team to deliver memorable experiences to guests.
• Assist in training and development of team members to provide the necessary skills and knowledge.

Skills

Leadership

Communication

Customer service

Team motivation

Problem solving

Staff training

Tools

Microsoft Excel

Microsoft Outlook

PowerPoint

Word

Job 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.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.