Job Title: Guest Services Shift Lead

　　Department: Guest Services

　　Reports To: Guest Services Manager

　　FLSA Status: Hourly, Non-Exempt

　　Compensation: $19.25/hour

　　General Summary:

　　In addition to supervising the guest services staff, the Shift Lead is thepoint of contact in the absence of the Guest Services Manager. In addition,the Shift Lead will be cross-trained as a guest services greeter to serve asan ancillary greeter when the need arises. Greeters welcome and guide CCCguests and maintain an excellent public image for the Center, offerassistance in answering questions, giving directions to various amenitiesand services. Greeters also offer solutions to guest complaints and problemsand follow up to ensure customer satisfaction. The Shift Lead is alsoresponsible for administrative support to the guest Services Manager andstaff.

　　Primary Duties and Responsibilities:

　　Assists the Guest Services Manager (GSM) fielding questions from the GuestServices Greeters (GSG)

　　Preps documents and handouts for GSGs daily.

　　Stores and maintains historical data for review on various projects.

　　Maintains departmental standards by promoting compliance to departmentalpolicies from the Guest Services staff.

　　Provides documentation and recommendation for personnel actions; follow upreporting to GSM in instances that may require disciplinary action

　　Provides Input regarding GSG performance appraisals

　　Organizes shift/personnel duties

　　Organizes, compiles, creates and submits a daily schedule of events forCCC for Guest Services and ensures any schedule or event document revisionsare accurate and up to date.

　　Assist with scheduling revisions. May include procuring staff by phone ornotifying GSGs or schedule revisions.

　　Distributes event documents / information to guest services staff.

　　Works scheduled shifts which may include evening and weekends, departmentalneed or an event driven basis

　　Assists with special projects assigned by GSM or administrative officesmanagement.

　　Works closely with all facility departments providing effective, timelycommunication.

　　Fields telephone calls and e-mail requests from clients, guests, and EMsin the absence of Guest Services Manager

　　Assists with production of various spreadsheets and schedules especially inthe absence of the Guest Services Manager

　　Ordering office supplies and inventory of uniforms through third-party vendors

　　Prepares labor allocations for Finance.

　　Provides staff with replacement uniform pieces.

　　Attends Event/Precon meetings in manager's absence.

　　Administers various clerical/office functions including but not limited tocopying, filing and sending facsimiles.

　　Develops forms and maintains Guest Services audit.

　　Fields after-hours calls and request from either CCC staff or Guest Servicespersonnel.

　　Assists with miscellaneous duties, functions, and special projects as wellas research & development for Guest Services.

　　Assists with payroll and omission reports in the absence of the GSM

　　Qualifications:

　　To perform this job successfully, an individual must be able to perform eachessential duty satisfactorily. The requirements listed below arerepresentative of the knowledge, skill, and/or ability required.Reasonable accommodations may be requested to enable individuals withdisabilities to perform the essential functions.

　　Education and Experience:

　　High School diploma, College degree or certificate preferred withadministrative emphasis.