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 their absence, and overseeing the collection, reconciliation, and submission of daily ticket sales receipts. Also responsible for daily cruise ship reconciliation for vouchers to secure and increase sales. Part‑time and full‑time schedules are available.

Job is based in beautiful Juneau, Alaska. Applicants must live in Juneau or be willing to relocate at their own expense.

Seasonal Employees are eligible for the Seasonal Employee Layoff Bonus Plan in the term of their assignment. Discretionary performance bonuses may be granted at the company’s sole discretion. Starting rate: $23.00 – DOE.

• Act as the Guest Services Manager during absences, overseeing guest services and ticketing functions and maintaining excellent customer service.
• Supervise Cultural Guardian, Lead Host/Ticket Agent, and Host/Ticket Agent staff; involved in recruiting, prescreening, hiring, directing, training, and other HR duties.
• Assign staff work for ticket sales at the lower terminal, ship passenger escort services, upper‑terminal greeting services, and theater operations.
• Develop weekly staff schedules, collect and submit payroll documents on time, and ensure proper training for ticketing/host staff.
• Coordinate with cruise ship shore excursion staff and purser to reconcile pre‑purchased vouchers and adjust daily activities accordingly.
• Handle pre‑ and post‑reconciliation activities: collect cash, enter sales data into the computerized ticketing system, generate financial reports, and oversee ticket printing and supplies ordering.
• Prevent non‑paying riders and ensure compliance with safety and service standards.
• Collaborate with the Guest Services Manager to develop orientation, ongoing training, sales, marketing, and passenger safety programs.
• Identify discrepancies and problem areas, develop training outlines, and allocate resources throughout the season.
• Resolve unusual problems presented by difficult customers, special group needs, credit card transactions, and more.
• Perform other incidental and related duties as required and assigned.

• Time and attendance reliability.
• Ability to work all shifts, including holidays and weekends.
• Attendance at all scheduled meetings, orientations and training.
• Excellent verbal and written communication and customer service skills.
• Effective stress handling under pressure.
• Ability to understand and follow oral and written instructions.
• Proficiency with personal computer software.
• Skill in establishing and maintaining cooperative working relationships.
• Polite public‑facing skills and willingness to share knowledge about local history, culture and geography.
• Strong cash handling and sales receipt reconciliation skills.
• Knowledge of Southeast Alaska tourism market, travel distribution channels, product and service 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 or supervisory experience.
• 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 other customer service related field.
• Sales and business development experience.