Ticketing Supervisor

resume@msaquarium.org
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Position Description

Position Title: Ticketing Supervisor

Department: Sales and Marketing

Classification: Full-Time, Non-Exempt  

Direct Report: Ticketing Manager

Position Summary

Ticketing Supervisors support and lead Ticketing Ambassadors and Cashiers to ensure Mississippi Aquarium customers receive quick and outstanding service at the Entry Plaza. This is achieved by having a heart for customer service, a complete understanding of Point of Sale (POS) system and all Aquarium products while supporting the Ticketing team at every training level.  Ability to work a flexible work schedule including nights, weekends and holidays is required.


THE IDEAL CANDIDATE WILL

  • Share a passion for the mission of Mississippi Aquarium
  • Embrace a spirit of conservation and education and strive to be a good steward of the community
  • Enjoy working in a team environment and collaborating with team members from all departments

Qualifications

  • AA degree in Business or equivalent experience is preferred.
  • Two or more years of experience in fast paced, cash operations at a supervisory level is required.
  • Proven customer service experience working in retail, hotel, restaurant or tourism attractions a plus.
  • Excellent communication skills, and a happy attitude are essential.
  • Proficient with Microsoft Office (Word, Excel and Outlook).
  • Ability to multi-task, prioritize and manage time effectively.
  • Ability to diffuse and respond professionally to stressful situations.
  • Ability to maintain confidentiality and discretion at all times.
  • Ability to partner across teams and with all levels of staff.
  • Ability to pass pre-employment background check and drug screening.
  • Must have reliable transportation.

Essential functions of this job described may be subject to change at any time due to reasonable accommodation or other reasons. 

Position Attributes

  • Consistently looking forward, focused, ready to listen.
  • Make important and tough decisions with resilience and grace.
  • Communicate strategy well, oversee execution and celebrate results.
  • Highly organized self-starter maintaining high standards.
  • Have an awareness and interest in the conservation of aquatic environments and their inhabitants.
  • Innovative, creative thinker; not afraid to propose something new and inspire others to do the same.
  • Proactive in finding solutions, productive, and efficient.

Responsibilities

  • Assures cashiers and ambassadors are providing excellent customer service on a regular basis.
  • Assures assigned admission workstations are properly staffed and operational at scheduled opening and closing times. In the event of employee call offs and/or no-shows, possesses ability to contact and secure replacements.
  • Assures that all opening and closing duties are completed correctly and that cleanliness and maintenance are maintained.
  • Monitors and adheres to all cash handling policies and procedures. Reconciles cash drawers and safe counts; prepares bank deposits.
  • Assists customers with special services, i.e. gift certificate purchases, large group reservations, field trip check in, purchase orders, etc.
  • Conducts daily huddles with ticketing staff to discuss daily objectives, service standards and upcoming events.  
  • Keeps department office stocked with appropriate supplies; change, register/receipt tape, tickets, pens, bags, etc.  
  • Manages breaks and lunches for all ticket ambassadors and ticketing cashier. Fills in as needed.
  • Demonstrates superior customer service with customers, both internal (i.e. co-workers) and external (vendors, visitors, customers, etc.).
  • Demonstrates extensive knowledge of the Aquarium, including but not limited to admission policies, emergency procedures, membership benefits, all product pricing, Educational programs, locations of amenities and general animal collection.
  • Records daily activities and includes discussion items for weekly manager/supervisor meetings.
  • Handles other related responsibilities as necessary to accomplish department objectives.
  • Perform job related duties as assigned

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.

Team Requirements

  • Safety and Security - All Team Members are required to adhere to all Mississippi Aquarium safety and security standards.
  • Attendance & Appearance - To maximize the guest’s experience, all Team Members are required to adhere to Mississippi Aquarium standard operating procedures regarding attendance and dress code policies as it relates to individual job functionality.
  • Sales & Guest Services - Our forward-thinking business model requires listening and understanding the needs of our guests both internal and external.  To that end, we must always be focused on the guest experience which is the key driver for return guest visitation and increased sales.
  • Team Partnership - All Team Members are focused on supporting each other to complete the guest experience.  Therefore, supporting, facilitating, and participating in activities that promote team effectiveness is vital to our Organization.

Physical Demands & Work Environment

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell.  The employee must occasionally lift and/or move up to 60 pounds. Specific vision abilities required by the job include close vision, distance vision, color and peripheral vision, depth perception, and the ability to adjust focus. While performing the
duties of this job, the employee is exposed to weather conditions prevalent at the time.  The noise level in the work environment is usually moderate.

resume@msaquarium.org