About JONES CENTER
For 30 years, Jones Center has been a trusted community anchor for Northwest Arkansas—a place where everyone can learn, play, and thrive together. With 600,000 annual visitors and a mission to fuel community connections and cultivate spaces and experiences for all, we serve as a dynamic hub for education, recreation, arts, and nonprofit sustainability. Through our Jones Community for Nonprofits campuses, we empower more than 100 mission-driven organizations, strengthening the social fabric of our region.
Job Summary
The Guest Services Supervisor oversees and coordinates Jones Center’s guest experience and scheduling needs. The position is responsible for working with organizational teams to determine programming, event, and desk staffing needs and then deploying guest experience associates to meet those needs. The position also assists the Guest Experience Manager in holding new staff orientation and is responsible for creating and implementing a comprehensive guest services training plan. The position requires flexible working hours, including evenings and weekends. Must be an energetic, customer-oriented team player.
Key Responsibilities
- Identify staffing needs for programming, events, and operational desks based on biweekly events and activity needs.
- Designing, coordinating, and delivering onboarding and training for all Guest Services staff (Welcome Desk, Membership Desk, and Lifeguard team).
- Be an “expert user” of company scheduling software and be able to train new employees on the system.
- Work with employees to understand their schedules and ability to work and create the biweekly schedule.
- Create and implement comprehensive training for new/existing guest experience staff members with the Guest Experience Manager.
- Create and manage a Welcome Desk Ambassador Program to train and onboard volunteers as the first point of contact for guests and members. Ambassadors will welcome visitors, answer questions, provide wayfinding support, promote memberships and programs, lead facility tours, and help staff deliver exceptional guest experience.
- Developing and maintaining training materials, including manuals, checklists, standard operating procedures, and quick-reference guides.
- Creates and implements procedures for backup staffing in the event of sick/no-show events, including being a fill-in as needed.
- Understand the systems and procedures needed for all service desk areas, including but not limited to the use of the CRM, organizational calendar, concessions, customer service procedures, and general guest experience guidelines.
- Work with departmental staff on event needs and ensure that assigned staff are informed of and trained/prepared for the duties they are to perform.
- Supporting membership recruitment by equipping staff to explain membership options and benefits.
- Serving as the daily point of contact for Guest Services staffing questions and desk operations.
Additional Responsibilities
- Cover customer experience desks as necessary, including but not limited to staff breaks.
- Train staff in membership processing.
- Assist in closing procedures and reconciliation of cash bags as necessary.
- Able to perform other general duties and special projects assigned.
