Visitor Experience Supervisor

at  Hays

Visitor Experience Supervisor for an Iconic Tourist Attraction! $80 - $85k + Super perm role! - Belgrave

The Passenger Services Supervisor is responsible for leading the delivery of a high-level customer experience for visitors of Puffing Billy Railway with a particular focus on volunteer support and supervision.

Key Duties & Responsibilities:

• Provide daily support and supervision and direct the team, employees and volunteers to ensure tasks are performed, and the team are engaged and proactive while on shift
• Help, drive, motivate, and encourage the passenger operations team to achieve high levels of customer service.
• Participate in the recruitment, training, mentoring, performance management and skill development of volunteers and direct reports
• Manage staff and volunteer rosters - ensuring all shifts are filled efficiently and effectively as per awards and agreements.
• Handle customer complaints, issues and questions
• Develop and coordinate volunteer schedules and rosters to ensure adequate personnel is in place to meet visitor needs
• Maintain personnel records on all volunteers using the Volunteer Management System
• Actively communicate, mentor and train volunteers, monitoring competency and maintaining training records