Guest Services Supervisor - Goldbelt Tram

About the role

As the only aerial tramway in Southeast Alaska, the Goldbelt Tram offers locals and visitors an opportunity to experience breathtaking Alaska scenery, explore miles of trails atop Mount Roberts, and learn more about Alaska Native culture. This role is responsible for supervising guest service and ticketing operations, acting as the guest services manager on duty during their absence, and overseeing daily ticket sales and cruise ship voucher reconciliation.

Part-time and full-time schedules are available. The position is based in Juneau, Alaska; applicants must either live in Juneau or be open to relocating at their own expense.

Responsibilities

• Act as the Guest Services Manager during their absence.
• Oversee guest services and ticketing functions, ensuring excellent customer service.
• Supervise Cultural Guardian, Lead Host/Ticket Agent, and Host/Ticket Agent staff, including recruiting, hiring, training, and directing new employees.
• Assign work to staff for ticket sales at the lower terminal and guest services at the upper terminal, including ship passenger escort services, theater operations, and greeting services.
• Develop weekly staff schedules and ensure timely submission of payroll documents.
• Settle with cruise ship shore excursion staff for pre-purchased vouchers and coordinate voucher reconciliation with guest services staff.
• Collect and account for cash from sales receipts, maintain the computerized ticketing system, and ensure accurate and timely financial reporting.
• Oversee ticket printing and supply ordering.
• Prevent nonpaying riders and resolve issues with difficult customers, special group needs, and credit card transactions.
• Work with the Guest Services Manager to develop and coordinate ongoing training in customer service, sales, marketing, and passenger safety.
• Identify and resolve discrepancy or problem areas, including training needs and resource allocation.
• Perform other related duties as assigned.

Requirements

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

Qualifications

• Ability to meet time and attendance requirements, including working holidays, weekends, and varied shifts.
• Excellent verbal and written communication and customer service skills.
• Ability to handle stress under pressure and follow oral and written instructions.
• Proficiency in operating personal computers and various software.
• Strong cash handling and sales receipts reconciliation skills.
• Ability to work directly with the public and provide information on local history, culture, and geography.
• Working knowledge of Southeast Alaska’s tourism market, travel distribution channels, and cruise line shore excursion services.
• Ability to establish and maintain cooperative working relationships with employees.

Preferred Qualifications

• Current CPR and first aid certificates.
• Previous experience in the visitor or hospitality industry or other customer service-related fields.
• Sales and business development experience.
• Willingness to undergo drug testing.

Pay

Starting rate: $23.00 per hour (DOE).

Benefits

Seasonal employees are eligible for the Seasonal Employee Layoff Bonus Plan, which provides short-term incentive compensation to motivate and increase retention. Goldbelt, Inc. may also grant discretionary performance bonuses outside this program at the company’s sole discretion.