Guest Services Supervisor

Job Description

The Guest Services Supervisor plays a key role in maintaining a welcoming, well-organized front desk environment by ensuring daily operations run smoothly and supporting staff performance in real time.

Working alongside the team, this role helps ensure procedures are followed accurately, staff remain informed and prepared, and guests feel comfortable approaching the desk for assistance. The Supervisor provides ongoing coaching and guidance during each shift, helping staff strengthen their interactions with guests and confidently handle a wide range of questions and situations.

The Supervisor also monitors how daily operations, tools, and resources function in practice, identifying opportunities to improve their effectiveness for staff and guests. This position is primarily floor-based and involves consistent, active engagement with staff and guests throughout each shift.

Red Butte Garden is accessible through multiple public transit options. Several bus routes serve Research Park and the University Medical Center, and the Trax Red Line provides nearby access, followed by a short walk or an on-demand University campus shuttle. The campus shuttle’s Sunnyside Route offer direct service to Red Butte Garden.

About Us

Red Butte Garden and Arboretum is one of the largest botanical gardens in the Intermountain West, a regional center for plant-based science education, conservation and research, and cultural enrichment. As part of a state arboretum that encompasses the University of Utah campus, the Garden cultivates an essential urban forestland of over 2,000 trees in 456 different taxa. The Garden has welcomed guests since 1985 and consists of over 20 acres of developed gardens, and approximately five miles of hiking trails winding through an extensive 80-acre natural area.

Community-funded, the Garden is renowned for its diverse plant collections, themed gardens, and spectacular mountain setting, with nearly 600,000 springtime blooming bulbs, award-winning horticulture-based educational programs, and an iconic outdoor summer concert series. Guests come to the Garden for a myriad of reasons: to connect with nature, to participate in cultural programs, concerts, and wellness activities, and to attend lectures, classes and workshops. Innovative children’s education programs promote environmental sustainability, and educate the next generation of botanists and naturalists, while engaging classes inspire adults to remain lifelong learners.

Duties & Responsibilities

Coordinate Daily Operations: Lead the daily operations of the guest services team by maintaining an active presence at the front desk and ensuring procedures, transactions, and routines are followed consistently and accurately. Work alongside staff to support workflow, address operational challenges, and communicate coverage or service needs to the Guest Services Manager.

Provide Outstanding Guest Service & Issue Resolution: Model warm, professional guest interactions and support staff in delivering a welcoming experience. Serve as the first point of escalation for routine guest concerns, assist with service recovery, and help staff resolve questions and challenges in real time.

Staff Support & Performance Coaching: Provide ongoing, real-time coaching to reinforce service expectations and operational accuracy. Observe staff interactions throughout shifts, guide problem solving, and communicate recurring performance patterns or support needs to the Guest Services Manager.

Communication & Information Coordination: Ensure staff are informed and prepared for daily operations by reviewing upcoming events, coordinating updates from across departments, and communicating relevant information clearly to support accurate guest assistance.

Operational Awareness & Continuous Improvement: Monitor service conditions and observe how frontline tools, procedures, and resources function in practice. Identify recurring operational challenges and communicate improvement opportunities to the Guest Services Manager to support ongoing refinement of training, procedures, and systems.

Special Events & Operational Support: Support guest services operations for special events and programs, including assisting with event readiness and adapting workflows as needed to maintain consistent service quality.

Education and Experience

Requires a bachelor’s (or equivalency) + 2 years of directly related work experience or a master’s (or equivalency) degree.

Preferences:
Experience providing real-time coaching, guidance, or informal leadership in a customer-facing environment.
Demonstrated ability to observe operations and identify opportunities to improve staff effectiveness.
Experience supporting team communication and coordinating information across departments.
Experience in hospitality, visitor services, retail, or similar fast-paced service settings.
Proficiency using customer service systems such as point-of-sale, databases, or internal knowledge resources.
Demonstrated ability to maintain a positive, engaged presence in a high-visibility, guest-facing environment.

Application Instructions

APPLICATION LINK: https://utah.peopleadmin.com/postings/197271