About this role
The Parking Shift Lead is responsible for supporting the service experience for personnel, hourly, contract, and event guests. This role involves collaborating with both the parking team and leadership to meet or exceed parking service standards. Under the supervision of the Parking Manager, the Shift Lead ensures that every parking client (internal or external) receives exceptional service and enjoys a welcoming atmosphere. Additionally, the Parking Shift Lead provides troubleshooting and guidance in situations where the manager is not readily available, fostering a guest-friendly environment. This position may have a varied schedule depending on business needs, including occasional short-notice call-ins.
Job Duties and Responsibilities
In addition to standard duties performed by parking personnel, the Parking Lead holds a higher-level of responsibility and authority including, but not limited to:
Support daily operations, including opening and closing responsibilities, maintaining parking equipment, and directing traffic.
Handle on-site customer inquiries, complaints, and disputes in a professional and courteous manner, striving to provide exceptional customer service.
Oversee the process and management of parking fees signage, ensuring accuracy and adherence to established payment and discount handling procedures.
The Shift Lead orchestrates the service experience for hourly, contract and events guests while working alongside the cashiers and leadership team to ensure the parking service standards are met or exceeded. This includes providing on-shift direction to parking staff as assigned by the Parking Manager.
Partner with Security regarding any incidents that occur in the ramp.
Train new employees on parking policies and procedures, including safety protocols and customer service standards.
Collaborate and assist management in developing and implementing strategies to improve operational efficiency and enhance customer satisfaction.
Assist Parking Manager with scheduling and timekeeping for parking attendants, ensuring appropriate coverage during peak hours and special events.
Stay updated on industry trends and best practices in parking operations, and make recommendations as needed.
Ensure booths and parking lanes have adequate equipment and replenish supplies.
Integrate into cross-organizational teams and complete projects that support the achievement of shared goals.
Standing and walking for consecutive hours, working outdoors in all weather elements (heat, cold, snow, rain, etc.) and ability to lift up to 70 pounds.
Core Competencies
- Customer Service: Supports the SMM mission through positive, aligned interactions with internal colleagues and external visitors.
- Communication: Communicates clearly in interactions and ensures key information is shared with relevant team members.
- Collaboration: Builds and maintains strong partnerships across and outside the organization to share resources, support, and information.
- Results Orientation: Delivers high-quality outcomes and meets goals to ensure a superior visitor experience.
- Fostering an Inclusive Community: Helps create a welcoming museum culture that respects and reflects the diverse needs of the community.
Minimum Quaifications
Education: High School Diploma/GED. A combination of education and experience may be substituted for this qualification, as determined by the hiring manager.
Experience
- 1 to 2 years in parking, hospitality or customer service, with preference given to candidates who have past experience in lead positions.
- Ability to perform multiple tasks while providing on-shift direction to assigned staff.
- Demonstrated facility with specialized software (ideally parking software)and computer skills.
- Highly developed organizational and time-management skills.
- Ability to make quick and smart decisions under pressure.
- Ability to work independently, at times with little direction.
- Advanced written and oral communication skills.
- Customer service and conflict resolution under at times high stress conditions.