Guest Services/Retail

Job Description:

Job Description

Job Title: Guest Services/Retail
Department: Operations
Reports to: Front Desk Manager

Responsibilities/Duties Guest Services
● Greet customers and deliver first class service
● Cash out clients at Retail Department
● Hold doors, bring clients to washrooms, tends to lineup outside as needed
● Handle customer complaints, concerns and questions
● Handle Tour guide complaints, concerns and questions
● Promote a positive working environment to create an enjoyable environment for customers
● Inform Tour Guides of our commission system, track their sales and pay commission
● Encourage Tour Guides to speak with customers and suggest ways to increase sales
● Pick up garbage on the Patio

Computer
● Respond to email inquiries from the Gift Shop
● Maintain current commission paid/owed spread sheet
● Create and maintain a Tour Guide contact list

Miscellaneous
● Direct passengers into the photo lab after they fly
● Sell souvenirs and assist clients to find desired sizes or colours
● Work on projects assigned by VP/General Manager
● Maintain equipment for Retail Pro POS System – first contact with STG for problems
● Have printer and computer operable; get support when they malfunction
Health and safety responsibilities: Responsible for adhering to general health and safety regulations. Member of Health and Safety Committee

Please list any professional certification/designation that is preferred for this position:
Smart Serve, CPR, First Aid

Experience
3 – 5 years of management / customer service experience an asset

Training
Is specialized training necessary to perform this job? ☒ Yes ☐ No
If yes, please specify: Rainbow Air specific training is provided on the job, including POS system for ticketing and retail sales.

Skills and Competencies
Technical: Speak, read and write English, Intermediate math, another language an asset, intermediate computer skills with Internet, Microsoft Suite of programs and Retail Pro POS System, handle cash, debit and credit transactions, computerized ticket system, operate multi-line phone, troubleshoot Retail Pro POS System, computer and ticket printer problems
Behavioral: Skills needed in communication, customer service, relationship building, problem solving, situational judgment, flexibility, self control, team leadership

Working Conditions
Scheduled work week: 9 – 5 Monday to Sunday (various shifts)

Physical Demands
List any physical demands associated with the position: Long periods of sitting and/or standing
List any equipment routinely used on the job: computer, printer, telephone, fax, POS system.