Guest Services Supervisor - Seasonal

Overview

As the only aerial tramway in Southeast Alaska, guests at the Goldbelt Tram are invited to soar to new heights in scenic adventure aboard Juneau's top attraction. We offer locals and visitors an opportunity to experience breathtaking Alaska scenery, explore the miles of trails atop Mount Roberts, and learn more about Alaska Native culture.

Responsible for supervising guest service and ticketing operations, acting as the guest services manager on duty during his/her absence, and overseeing the collection, reconciliation, and submission of daily ticket sales receipts, as well as collecting and submitting daily cruise ship reconciliation for vouchers to secure and increase sales. Part‑time and full‑time schedules are available.

We kindly ask that all applicants either live in Juneau or be open to relocating at their own expense.

Seasonal Employees are eligible for the Seasonal Employee Layoff Bonus Plan, designed to motivate and compensate eligible seasonal employees during the term of their assignment. Goldbelt, Inc. may, in certain limited circumstances, grant discretionary performance bonuses at its sole discretion. Starting Rate: $23.00 - DOE.

• Function as the acting Guest Services Manager during absences.
• Oversee both guest services and ticketing functions and assist with maintaining excellent customer service.
• Provide daily supervision of Cultural Guardian, Lead Host/Ticket Agent, and Host/Ticket Agent staff, and participate in recruiting, prescreening, hiring, directing, training, and other personnel activities.
• Assign work to staff involving ticket sales at the lower terminal and guest services staff involved in ship passenger escort services, upper terminal greeting services, and theater operations.
• Develop weekly staff schedules and ensure timely submission of payroll documents; provide proper training for ticketing/host staff.
• Settle with cruise ship shore excursion staff and/or purser for pre‑purchased cruise tour vouchers, coordinate closely to collect and submit reconciliation, and aid guest services staff in daily settlements.
• During pre‑ and post‑reconciliation, collect and account for cash from sales receipts, maintain the computerized ticketing system, accurately enter sales data, and produce financial reports; oversee ticket printing and supply ordering/purchasing.
• Prevent non‑paying riders from entering the tramway.
• Work with the Guest Services Manager to develop ongoing orientation and continual training in customer service, sales, marketing, and passenger safety and comfort.
• Identify discrepancies or problem areas and resolve them, including training outlines and resource arrangements.
• Resolve unusual problems presented by difficult customers, special group needs, credit card transactions, and other incidents.
• Perform other incidental and related duties as required and assigned.

• Ability to meet time and attendance requirements.
• Capability to work all shifts, including holidays and weekends.
• Ability to attend all scheduled meetings, orientations, and training.
• Excellent verbal and written communication and customer service skills.
• Ability to handle stress under pressure.
• Ability to learn, understand, and follow oral and written instructions and directions.
• Skill in operating a personal computer using various software.
• Skill in establishing and maintaining cooperative working relationships with other employees.
• Ability to work directly with the public, providing information and assistance on a daily basis.
• Strong cash handling and sales receipts reconciliation skills.
• Willingness to learn about and share local history, culture, geography, and other visitor interests.
• Working knowledge of Southeast Alaska tourism, travel distribution channels, product and services sales, and cruise line shore excursion practices.

• Two (2) seasons of lead experience in tourism, travel, or hospitality services, including cash handling and reconciliation skills.
• One (1) season of lead/supervisory experience.
• Ability to successfully pass a background check.

• Current CPR and first aid certificates.
• Drug testing may be required.
• Previous experience in the visitor or hospitality industry or another customer service related field.
• Sales and business development experience.