Guest Services Supervisor

Erie Zoological Society; Erie (Erie County); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

401k with employer match

Health, dental & vision insurance

Employee discounts

Professional development

Job summary

Erie Zoological Society is seeking a Guest Services Supervisor to oversee the gift shop, amenities, custodial team, and seasonal ice rink operations. The role combines hands-on leadership with fast-paced daily duties and a focus on exceptional guest experiences.

The position requires managing diverse tasks, supervising staff, and coordinating with marketing, maintenance, and external vendors to stay within budget while promoting guest satisfaction.

Qualifications

• High school diploma or equivalent; degree in business/hospitality preferred.
• Leadership experience in a customer service environment.
• Strong communication and interpersonal skills; ability to motivate and lead a diverse team.
• Proficiency in cash handling and POS systems; adept with Microsoft Office and Canva.
• Ability to work a flexible schedule including weekends, holidays, and evenings.

Responsibilities

• Oversee the zoo gift shop, amenities, and custodial team.
• Assist with ice rink operations during winter months.
• Drive gift shop sales through strategic purchasing and promotions.
• Coordinate with vendors and external partners to manage budgets.
• Lead and develop Assistant Supervisors and Crew Leads.

Skills

Leadership experience

Customer service

Team motivation

Communication skills

Problem solving

Education

High school diploma or equivalent

Secondary education degree in business or hospitality (preferred)

Tools

POS systems

Microsoft Office

Canva

Job description

Job Description: Guest Services Supervisor

Focus Areas: Gift Shop, Amenities & Custodial

Schedule: Full-time (40+ hours per week), Sunday-Thursdays

*Holidays, overtime, occasional evenings, and varied schedule may be required*

Position Overview:

The Guest Services Supervisor is responsible for overseeing the zoo’s gift shop, amenities and custodial team as well as assisting with ice rink operations during the winter months. The Guest Services Supervisor is a hands‑on leadership role and is ideal for an individual looking for a fast‑paced role with a wide variety of duties.

Key Responsibilities:

Gift Shop

• Proactively offer suggestions to improve the efficiency of the gift shop.
• Take initiative and work with the Director of Guest Services to drive gift shop sales through strategic purchasing, merchandising, promotions, and exceptional guest service.
• Collaborate with the Development team on ordering products for animal sponsorship packages.
• Stay up to date with purchasing trends in retail and zoos to continuously refresh gift shop offerings.
• Program and troubleshoot POS systems and liaise with IT as needed.

Amenities

• Oversee and manage all amenities, including the scheduling of operators for the train, and carousel
• Serve as the primary contact person for concessionaires, Venue Plus scooters, revenue‑share attractions, and third‑party vending machines.
• Work in partnership with external vendors to maintain positive relationships and stay within budget.
• Collaborate with Marketing to promote gift shop and amenities.

Custodial

• Oversee custodial staff, ensuring cleanliness, proper waste management, and the upkeep of public areas, restrooms, pathways, windows, and signage throughout the zoo and ice rink.
• Tracking accurate inventory of MRO items (i.e.: paper towels, bath tissue, soap dispenser refills, refuse bags, etc.) and ordering when needed to maintain an adequate supply on hand.
• Follow up and inspection of areas serviced by custodial staff to ensure that all tasks have been completed correctly and thoroughly.

Guest Services-General

• Support all guest services operations in the absence of other supervisors and maintain an understanding of all aspects related to the guest services department.
• Foster a positive guest experience by modeling outstanding guest service, serving as the primary contact for escalated guest concerns.
• Coach and develop Assistant Supervisor and Crew Leads through providing learning opportunities, delegation, and stretch assignments.
• Submit facilities work orders for tasks beyond the typical scope of work and coordinate with maintenance, horticulture, or outside contractors (when required) to address larger facility needs.
• Assist Lead Manager of Public Relations, Marketing & Events with event planning, setup, and tear‑down.
• Handle periodic office duties, including cash handling and filling in for the front office receptionist as needed.
• Collaborate with the Director of Guest Services to develop and maintain respective annual departmental budgets.
• Act as a shift supervisor at the ice rink during the winter months if needed.
• Perform other duties as assigned.

Must be able and willing to obtain and maintain a Food Safety Manager Certification

Qualifications:

• High school diploma or equivalent; secondary education degree in business, hospitality, or related field preferred.
• Leadership experience in a customer service environment
• Strong communication and interpersonal skills (both written and verbal), with the ability to motivate and lead a diverse team
• Proficiency in cash handling, point‑of‑sale (POS) systems, Microsoft Office, and Canva
• Approachability, ability to collaborate with Guest Services team, and cooperative attitude.
• Ability to work flexible hours, including weekends, holidays, and evenings to accommodate the zoo’s operational needs.
• Ability to work in a fast‑paced and dynamic environment
• Ability to be a self‑starter as well as work within a team environment
• Previous gift shop buyer experience is a plus
• Previous experience in a zoo, museum, or other cultural attraction
• Commitment to providing outstanding guest experiences and supporting the zoo’s mission
• Commitment to exhibiting actions which align with the organization’s values of Commitment, Respect, Authenticity, Passion, and Accountability
• 401k with up to a 6% employer match after 1 year of service
• Health, dental, and vision insurance-all with affordable employee contributions
• Company‑paid life insurance, short & long‑term disability, and AD & D insurance
• Employee assistance program
• Individual complimentary membership to Glenwood YMCA
• Employee discounts for gift shop, concessions, ice rink, and special events
• Professional development and training opportunities
• Positive and collaborative working environment

Work Environment: Work environment is a blend of on grounds (60%), in office (30%), and periodic off‑site work (10%). The work environment will vary based upon season.

Physical Demands:

Lifting (35 lbs or less): Occasional Pushing/Pulling: Occasional