Group Services Supervisor – Alcatraz

Salary: $25.00

City Experiences is seeking a Group Service Supervisor for our Alcatraz operation in San Francisco

About You:

This person will be adaptable, dynamic, and embody City Experiences’ RESPECT Service System.

About the Opportunity:

The Group Services Supervisor is responsible for ensuring that all group reservation requests are received and processed in a timely manner and that Alcatraz Cruises maintains a good relationship with all tour & travel community partners. This position also involves assisting the ticket booth with the selling and scanning of tickets, and boarding and off-loading of guests, as needed. The Supervisor position also handles managerial functions such as coaching, minor discipline, and conflict resolution.

Essential Duties & Responsibilities:

• Supervise all Group Services Staff
• Manage department schedule
• Track and update attendance log
• Manage daily task log for agents and ensure they are completed
• Assists manager with all employee disciplinary issues for company and department policy infractions such as tardiness, uniform issues, performance, etc.; and handles the associated actions such as coaching, issuing verbal and written warnings, etc.
• Assist manager with the interview and hiring process.
• Maintain a clean, safe, and orderly work
• Order supplies as needed, with management approval.
• Set an example at all times of excellent guest service, professional appearance, and positive
• Actively participate in all training programs.
• Prioritize and assign the more urgent group reservation requests to specific agents
• Ensure that agents process ticket requests with 100% accuracy
• Troubleshoot and follow-up on any group reservation-related incidents
• Submit IT support tickets to Gurus or Anchor regarding Box Office or ticket scanners regarding group tickets
• Contact the National Park Service for all group issues that arise and require further approval
• Maintain accurate records and logs of Tour and Travel customer service issues that arise, and when special exceptions are made by NPS
• Ensure that all group reservation requests, revisions, cancellations, and payments received have been responded to within 7 days
• Ensure that all companies who have submitted a Tour & Travel Operator Agreement and Application have received a response within 7 days
• Maintain Group Services Passenger and Revenue report
• Ensures tour operators, travel agents, destination management companies, online resellers and all other third-party entities accurately complete the National Park Service approved Tour & Travel Operator Agreement and Application prior to accessing Alcatraz Island tickets
• Maintain accurate records in shared file system of all approved and pending tour operators
• Ensures that all tour & travel documentation is received including all required components
• Provides approved companies with an official approval letter, counter-signed copy of the Tour Operator Agreement and official tour and travel ticket request forms
• Assist with tour & travel revenue reports and account reconciliation
• Follow-up with tour operators who are not in compliance with the rules and regulations as required in the Tour Operator Agreement
• Work with the Quality Team and oversee training for current and new employees
• Other duties as assigned by Sales Manager and Director of Sales and Marketing

Requirements & Qualifications:

• Two years guest service/hospitality or marketing/sales experience required
• Knowledge of another language in addition to English is preferred
• Proficiency in Microsoft Word, Excel, PowerPoint required
• Must possess a TWIC Card (Transportation Workers Identification Card)

About Us:

City Experiences’ passion is to provide amazing experiences on land and water. Our 40-year success through organic growth and acquisitions has resulted in a portfolio of over 25+ brands that welcome upwards of 30 million guests/riders annually. If you’re an enthusiastic team player who thrives in an environment where communication, creativity, and cooperation are encouraged, this may just be the opportunity for you.

The RESPECT Service System embodies City Experiences’ mission, vision, values, and operating principles. By creating a company culture that puts RESPECT at its core, we believe it will drive us to achieve our goal of becoming a Global Experiences and Transportation Leader.

Our Mission: We create amazing experiences.

Our Values: Respect, Environment, Safety #1, Professionalism, Exceed, Communication and Teamwork.

Our Operating Principles: CITY EXPERIENCES 12

1. Foster diversity and inclusion.
2. Practice conservation and environmental responsibility.
3. Cultivate a safe and secure workplace.
4. Be on time. Come prepared.
5. Make data-driven, fact-based decisions.
6. Be decisive with 80:100 solutions (80% right, 100% implementable)
7. Expect to win – but compete as an underdog.
8. Embrace innovation and reinvention.
9. Listen and be responsive.
10. Strive for efficiency and transparency without politics.
11. Win as a team. Play your role.
12. Work hard, have fun, celebrate success.

EQUAL OPPORTUNITY EMPLOYER:

The Company is proud to be an Equal Employment Opportunity and Affirmative Action employer. The Company is committed to providing equal opportunity in all employment practices, including, but not limited to, selection, hiring, promotion, transfer, and compensation to all qualified applicants and employees without regard to age, race, color, national origin, sex, sexual orientation, religion, handicap or disability, pregnancy, service member status, citizenship status, or any other category protected by federal, state, or local law.

Additionally, we encourage all qualified applicants, including those with past arrest or conviction records, to apply. The Company participates in the E-Verify program in certain locations.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)