Guest Services Supervisor Non-Exempt (CUPE L900)

Executive Director & General Manager

Permanent Full Time $25.57 + Benefits & RRSP

PRIMARY PURPOSE

This is a hands on working Supervisory position responsible for managing the Wild Treasures Gift Shop and the Guest Services Department to maximum efficiency, productivity and profit to support all Park programs and services.

The Guest Services Supervisor reports directly to the Executive Director & General Manager and leads staff, grant recipients and volunteers to provide a high level of customer service and maximize net revenues for Admissions, Annual Passes, and Wild Treasures Gift Shop sales.

MINIMUM QUALIFICATIONS

Education and Experience

- Diploma or certificate in a related discipline, i.e. Business, Hospitality, Tourism or related field.
- 5 Years of progressively responsible related experience including 3 years supervisory experience in a customer service retail environment
- Excellent Computer program skills, i.e. POS systems, Microsoft Excel & Office programs
- Valid Class 5 BC Driver’s License

· Completion of Criminal Record Search · Legally entitled to work in Canada

Knowledge, Skills and Abilities

- Strong demonstrated knowledge of retail sales including gift shop management
- Thorough working knowledge of merchandising, costing, competitive pricing
- Proven ability in budget preparation, cash control systems and cost accounting in a retail environment
- Excellent computer literacy and proficiency with Windows Excel, Office and Point of Sale systems
- Proven ability in Inventory Management, and conduct an inventory count quarterly.
- Proven ability to develop programs and train staff on super host techniques, public relations and promotional skills
- Demonstrated strong oral and written communications skills
- Ability to work weekends and statutory holidays as required
- Excellent interpersonal/customer service skills with the ability to interact professionally with staff, sales representatives and members of the public
- Proven leadership skills with the ability to lead, motivate, recruit, train and develop staff.
- Excellent organizational skills

MAJOR RESPONSIBILITIES Under general direction, manages all aspects of Guest Services and Gift shop sales to provide excellent customer service and maximize profits of retail operations.





· Cash Management – ensure accurate daily reconciliation of sales and cash.

· Prepare bank deposits

· Develop and implement a Gift Shop and On-Line sales Business Plan, including long range goals for each area

· Develop and maintain accurate records of gift shop sales

· Coordinate and deliver store promotion activities and pricing of merchandise

· Merchandise and promote gift shop to maximize sales.

· Conduct a full Gift Shop inventory count quarterly and provide report to Accounting in a timing manner.

· Develop, implement and, on an ongoing basis, update policies and procedures for Guest Services Department

· Provide training to part-time staff, grant recipients and volunteers to ensure guest services policy and procedure manual is followed

· Ensure highest possible level of customer service is provided in Guest Services area by all Guest Services Staff

· Coordinate/schedule staff/volunteers in guest services

· Maximize net profits through cost controls including scheduling staff and working to enhance overall productivity of Guest Services areas

· Coordinate promotion/delivery/display of park brochures to Kamloops accommodations, local parks, campgrounds, Sun Peaks, BC tourist areas, etc. ensuring there is always an adequate supply

· Ensure highly visible display of appropriate promotional information, i.e. animal adoption, park guide, etc.

· Manage and participate in keeping all areas of Guest Services looking professional and clean

· Assist in delivery of customer service when necessary

· Have excellent problem-solving skills

· Ability to work independently or within a team

· Deal with all customer service concerns professionally effectively and in a timely manner

- Train staff on guest services protocol and cash handling procedures

Contributes to the overall management of the BCWP as an active member of the British Columbia Wildlife Park Leadership Team. · Develop, administer and monitor approved Guest Services budget, explaining any variances from approved budget





- Stay current with new developments in marketing, merchandising, & promotions, particularly with regard to new trends that will enhance BCWP
- Investigate current business opportunities
- Provide appropriate monthly reports and information to the General Manager
- Lead, mentor, motivate, recruit, train and develop staff, according to established collective agreement, ensuring relevant policies and procedures are followed (performance appraisals, discipline, grievance, etc.)
- Ensure employees have the necessary training required to perform their jobs including training of staff for any new or changed services or procedures
- Hold regular department meetings ensuring any relevant information is communicated to staff
- Ensure the development and implementation of efficient and safe work practices and policies including WCB safety and job training
- Establish and communicate Performance Standards to Guest Services Department Staff, ensuring they understand both the department goals and objectives, in particular how they relate to the overall BCWP goals and objectives
- Evaluate staff performance on a regular basis, recognizing achievements and making recommendations for changes/improvements where appropriate
- Co-ordinate day-to-day activities to ensure successful completion of tasks
- Recognize potential Employee Relations issues and liaise with employees and Management to develop positive solutions
- Other specific tasks related to operation of department as assigned

RESULTS EXPECTED

- BCWP retail business will meet or exceed forecasted financial goals
- Accurate records of all guest services transactions will be maintained
- Handling cash procedures are followed with all cash being accounted for
- Annual business plans will be developed and implemented for Gift Shop and Guest Services
- Research into new programs, promotions, products, etc. will be ongoing
- Marketing programs and promotions will be developed and implemented on an ongoing basis to increase attendance at park
- Part time staff, grant recipients and volunteers are trained in safety procedures
- Gift Shop operate with maximum efficiency and minimal waste
- Excellent customer service is provided
- Collaboration with all departments in achieving the organizations strategic and financial goals.

Pay: $25.57 per hour

Work Location: In person

📌 Guest Services Supervisor (Kamloops)
🏢 BC Wildlife Park Kamloops
📍 Kamloops