Ticket Sales Supervisor, Gateway Arch

Gateway Arch and Riverboat Cruises St. Louis, Missouri


Description

Ticket Sales Supervisor | Full-time

 

Mission

Provide assistance in the areas of leadership and supervision and serve as operating supervisor with the direct responsibility for the operation of the Gateway Arch ticket center and remote ticket sales. 

Essential Outcomes

  • Set the example to team members by always displaying an energetic, driven, enthusiastic attitude. Boost morale, promote teamwork, and ensure friendly interaction. Assist team members in challenging situations.
  • Provide superior guest service and friendly interaction to groups, tourists & other guests to the Gateway Arch by providing a friendly and welcoming greeting to guests; being courteous at all times; and offering apologies to guests disappointed by sold out conditions. Also, inform guests of special events at the park or in the St. Louis area; address customer concerns about guests with disabilities or physical limitations; advise guests that temperatures in the Gateway Arch can be extremely warm or cold; and display temperature, wind or visibility warning signs.
  • Know what is going on at all related venues by staying informed of products, services and events at the Gateway Arch Riverfront campus, and other related venues.
  • Continually coach and encourage team members to cross sell and/or up sell available products and services.
  • Collaborate with National Park Service staff members to resolve any operational issues.
  • Strive to always communicate effectively with team members by ensuring the daily production and distribution of communication pieces (i.e. Morning Java, shift briefings) as assigned.
  • Make every effort to obtain operational goals and objectives on a daily basis with the Tram Operations Supervisor
  • Ensure that daily, weekly, and monthly policies and procedures are followed including managing vault, following set up & closing procedures as detailed in Standard Operating Procedures
  • Coach, guide, assist, coordinate and supervise team members to continually exceed guest expectations and follow proper policies and procedures. Note positive and negative attitudes, appearance or job performance in Ticket Sales Agent. Assist in preparation of Ticket Sales Agent evaluations.
  • Ensure that security and emergency policies and procedures are followed.
  • Ensure the accurate and efficient processing of sales transactions, returns, and group reservations including the accurate reconciliation of accounts and careful handling of cash and credit card transactions.
  • Ensure that revenue policies and procedures are followed including balancing, shortages, and overages.
  • Maintain policies and procedures to remain accurate with current practices.
  • Maintain knowledge of and high skill levels with ticketing systems.
  • Recommend and provide input to management for staff training and development.
  • Assist management in keeping appropriate staffing levels consistent with visitation trends.
  • Process deposits and exchange money with armored car service.
  • Provide information systems support to Arch staff, Agency IT Department, and external vendors.
  • Coordinate keeping work area clean – pick up trash, report spills, report restroom conditions, unclean conditions or safety issues. Clean up workstation, vacuum, restock supplies, clean counters, turn off computers and other equipment.  Prepare ticket areas for the next day’s business.

Knowledge, Skills & Abilities

Proven ability to work as a Ticket Sales Agent. Ability to motivate and lead others. Ability to use a computer office programs and other office equipment. Knowledge of basic mathematics. Ability to learn cash handling and credit cards and/or accounting procedures. Ability to reconcile accounts. General knowledge of cash handling, general accounting, and auditing. Ability to coordinate times for various scheduled events for groups and individuals. A friendly, polite and courteous attitude. Ability to handle complaints, work under pressure and resolve problems. Telephone and customer service communication skills are essential. Ability to notice the appearance of the facility and to take steps independently to improve problem areas by contacting Management or facility maintenance workers.

Education

Experience

Degree:

High School Diploma or G.E.D. required.

Years:

One to three years required.

Field:

 

Field:

Supervisory experience in a hospitality or tourism setting (if no supervisory experience, an industry related bachelor’s degree will fulfill the requirement).

 

Bi-State Development is an equal opportunity/ access / affirmative action/ pro-disabled and veteran employer. Bi-State Development is committed to providing an Equal Employment Opportunity experience for all employees, applicants, vendors and customers with an environment free of discrimination, harassment, and retaliation.