The Operations Supervisor – Park Ambassador (Focus) is responsible for the day-day supervision including but not limited to; the hiring, scheduling, training, coaching, and implementation of policies and procedures for our Park Ambassador Team at Capilano Suspension Bridge Park (CSBP). This position works together with the Operations Leadership Team in evaluating the quality and content of the guests' experience, communicates ideas or concerns, and assists in the development and implementation of all Show Team initiatives.
The Operations Supervisor – Park Ambassador (Focus) partners with the operations leadership team and HR to recruit, train and develop the Show Team (Park Ambassadors, Park Guides and Entertainers). Through their leadership and motivation, they promote the principles, core values and vision of Capilano Suspension Bridge Park.
This is a full-time, year-round supervisory position.
Essential Duties and Responsibilities:
Guest Services “Show”

• Oversee daily operations of the Park Ambassador team to ensure consistency of Guests experience throughout CSBP,
• Ensure that all Park Ambassadors are trained appropriately on all stations assigned and provide follow-up support when needed
• Ensure adequate and consistent coverage of safety stations
• Ensure seasonal, guest engagement stations are staffed appropriately when labour permits
• Monitor team's ability to engage with guests
• Monitor the guest experience in all attractions and respective line-ups and communicate ideas and concerns to the Guest Services Manager
• Effectively manage line-ups for attractions for a seamless Guest experience
• Facilitate consistent and clear communication with Operations leadership team daily to ensure CSBP is running with ease and guests are enjoying their experience,
• Provide regular leadership presence throughout the park
• Be a positive role model and display high energy even during slower periods, consistently set an example,
• Gather data about relevant initiatives by the Operations Leadership team as instructed
• Assist with ongoing monitoring and tracking of Guest feedback (informal and formal guest surveys).
• Work closely with the Operations Supervisor for Park Guides to oversee the Park Ambassador Team (particularly in the absence of that supervisor).

General Operations, Sales & Profitability

• Assist to ensure all scheduled shifts are being filled, communicated and identify needs to ensure maximum coverage during all business times (peak and non-peak), working within budget,
• Work with all Operations Supervisors to oversee daily operations of CSBP and ensure consistency of Guests experience throughout the process, as needed,
• Ensure Park presentation is maintained at a high level with particular attention to the West Side, Bridge Safety Station, Cliffwalk and Cliffwalk exhibit area,
• Communicate and ensure compliance of all company policies, procedures and programs,
• Lead efforts to protect company assets through Loss Prevention education, polices and awareness,
• Set the example in following CSBP and department guidelines and executing any reasonable directive from the Capilano Suspension Bridge Park Leadership team and ownership.

Leadership

• Support and be actively involved in the process of sourcing, recruiting, selecting and training of Park Ambassadors
• Models and manages effective supervision maintaining exceptional guest service and CSBP standards,
• Deliver and develop training and ongoing coaching for the Park Ambassador team; be proactive in performance management daily,
• Ensure specific work procedures and priorities are communicated on a daily, weekly, monthly basis,
• Prepare and deliver Check-Ins for Park Ambassador Team,
• Reviews team member productivity to achieve the desired results; provides one-on-one coaching to develop and strengthen team,
• Drive initiatives within department that contribute to both short term and long-term operational excellence,
• Remain committed to the Capilano theme and Guest service standards of CSBP,
• Follow company and department guidelines as outlined in manuals and policies and procedures,
• Ensure Park Ambassadors are well informed about company values, policies and initiatives.

Health & Safety

• Know and communicate the health and safety requirements & regulations and ensure they are followed throughout the park,
• Be alert to hazards and immediately report hazards, defective equipment or concerns to your Manager,
• Ensure Team Members are following Capilano's health and safety policies and procedures,
• Ensure appropriate personal protective equipment & clothing are available, properly worn when required and properly inspected and maintained,
• Ensure Team Members are made aware of all known hazards in the area where they work,
• Work with the JOHS Committee or any person carrying out Occupational Health and Safety duties,
• Ensure your ability to work without risk to your health and safety or any other person's safety is not impaired by alcohol, drugs or other causes,
• Ensure Park Ambassador team is trained on First Aid procedures and practices and kit locations,
• Ensure Park Ambassador team is fully trained on West Side critical incident procedures and kit locations,
• Ensure Park Ambassador team is fully trained in wildlife safety,
• Take every reasonable precaution to ensure protection of the team and guests, Safety First!

Stewardship

• Work with management to improve our guests' awareness of CSBP's stewardship practices,

Core Competencies:
Guest Focus: Model standards of guest service that guests come first. Respond with a sense of urgency to assist with guest concerns and questions. Look at CSBP through the eyes of our guests; ensure enough team members are scheduled. Solicit guest feedback and respond to their requests.
Communication: Communicate effectively to the front-line team. Be as clear about expectations as possible. Listen actively to the team and guests to identify opportunities for improvement. Communicate honestly, clearly, and concisely. Listen to other's perspectives to appropriately diagnose a situation before offering advice.
Create teams and partnerships: Involve team in making decisions that affect them. Build strong partnerships with your peer group and offer help often. Identify and reinforce common goals that build commitment, collaboration and enthusiasm in your team.
Adaptability: Adapts and responds to changing conditions, priorities, technologies and requirements. Recognizes new information and ideas with a willingness to alter opinions and behaviors. Ability to comfortably collaborate in a variety of situations with diverse individuals.
Leadership: Be actively accountable for the developmental planning and training of all team members in the department. Provide positive and constructive feedback to help each individual team member to improve their skills in a timely manner; do not misrepresent or hide difficult information, be honest.
Drive Results: Focus energy on activities that have the greatest impact on the business. Set and deliver on objectives. Consider short term and long term implications when making decisions. Quickly and directly address issues and remove barriers to achieving results.
Flexibility: To work a variety of shifts including evenings, weekends and holidays.
Qualifications:

• 1 to 2 yrs. supervisory experience in a guest focused industry,
• Diploma in Tourism/Hospitality Management or Business Management or an acceptable combination of education, training and experience, an asset,
• Must be comfortable speaking engagingly, clearly and audibly to large groups of people,
• Must be responsible, reliable and able to work well under pressure in a fast paced, exciting environment to meet fluctuating needs,
• Ability to work successfully in a team environment and contributes consistently through a positive manner,
• Ability to work evenings, weekends and holidays throughout the summer and winter season, which may include Christmas Eve, New Year's Eve and New Year's Day,
• Occupational First Aid is an asset,
• Strong communication skills, multilingual is considered an asset,

Working Conditions:

• Able to work a variety of shifts including evenings, weekends and holidays, to meet the needs of the business,
• While performing the duties of this position, team members are required to be on their feet for extended periods of time,
• While performing the duties of this position, required to work in a variety of weather conditions,
• Occasionally required to lift and carry up to 20lbs, and
• Occasionally required to lift and climb a step ladder or step stool.

Wage for this position is $24.50 per hour.

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