Tour Operations Senior Supervisor

This is a Full Time Job

Who are we hiring?
The Tour Senior Supervisor will be responsible for overseeing the administrative and day-to-day operations of the venue tours at Radio City Music Hall. This position will execute the daily tour routes and staff schedules to ensure the tours run smoothly. This full-time position will also ensure each guest on the tour has a memorable and high-quality experience. The Tour Senior Supervisor will lead and foster growth of the Tour Guides through training, mentoring, and coaching on a regular basis.

What will you do?
• Develop and execute the daily tour route based on restrictions from the building and other activity to create an excellent guest experience in a fast-paced environment.
• Communicate with many internal departments such as Productions, Guest Relations, Building Operations, Security, Group Sales, Event Production, Security, Food and Merchandise, and the Box Office departments to develop our daily routes and optimize as necessary. Attend building operations and production meetings as needed.
• Conduct multiple walkthroughs of the tour route throughout the day to ensure all technology, guides and facilities are up to best standards.
• Assist with scheduling and executing VIP tours of the venue, including training the tour guides and guest services teams to greet and escort VIPs in a tailored experience.
• Work closely with Employee Service Center team to manage tour guide availability, schedules, callouts, and sick time.
• Act as the liaison between venue management and the tour guides and support staff to communicate important information.
• Lead continuous education and development for the tour guides and supervisors through onboarding, on-the-spot training, and company-wide training. Develop skills in new tour guides in a timely manner. Ensure compliance of all company policies and procedures.
• Use creative supervisory skills to resolve customer and team member concerns by working with management and generates responses in writing or orally. Implements resolutions by using discretion and judgment.
• Serve as point of escalation for Guest Relations issues with tour guests.
• Conduct daily and weekly financial and data reports as needed.
• Assist guests with accessibility requirements as needed.
• Provide exceptional experiences for our guests, partners, and team members, including by adhering to our appearance and presentation guidelines while on-site.
• Supervise part-time supervisors and tour guides.

What do you need to succeed?
• Minimum of 3 years' experience in tourism, amusement, or attractions industries, or the equivalent preferred.
• Experience managing part-time employees and the ability to lead day-to-day supervision of hourly personnel in a guest services environment.
• Experience in a guest services or customer-facing role is preferred.
• Strong attention to detail and the ability to adapt to fast-paced situational changes.
• Ability to work with a multitude of different departments and develop good relationships and communication tactics.
• Proficiency in Microsoft Excel and Word is preferred.
• Experience in scheduling part-time staff preferred.

Special Requirements
• General physical requirements such as lifting 25 lbs., standing for long periods, walking long distances up and down stairs, bending and constant motion is often required.
• Minimum availability 4 days a week including weekends and holidays.
• Receptive to working outside in inclement weather and extreme temperatures.

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