Guest Service Team Lead
Summary
We are seeking a Guest Service Team Lead for WildPlay Niagara Falls to support guest service operations on site. The Guest Service Team Lead is responsible for motivating and monitoring the Guest Services team in our ticketing building. This position is intended to ensure that our guest's expectations are exceeded by mentoring the Guest Services team to go the extra mile. The WildPlay Guest Services Team Leads are subject matter experts regarding the operation and processes of Guest Services. They are considered to be the leaders of the team for the day ensuring everything runs smoothly. The Guest Services Team Lead is also intended to act as a point of communication for other functional areas on site.
To excel as a Guest Services Team Lead, you are friendly, positive and energetic. You have strong leadership qualities and enjoy inspiring others. You apply your initiative to a number of tasks and can assess when your team requires assistance.
Responsibilities and Duties include but aren't limited to:
- Leading the Guest Services team by example
- Ensuring that the GS team is on track and doing tasks
- Ensuring that all reservations are completed properly
- Assisting GSAs with group reservations or reservations with special requests
- Shadowing other GSA's and aiding in their training process
- Acting as the Guest Services point of contact for other Team Leads at the park
- Taking care of any issues escalated to the Team Lead, either by de-escalating the situation, or by escalating it to the Guest Services Supervisor or Park Management
- Ensuring that the Guest Service Agents are on time for work, take their breaks, and filling in for them when necessary
- Ensuring that the Guest Services building/area is clean and visibly appealing to guests
- Ensuring that all reservations, payments, and cash are reconciled at the end of each day, and opening and closing procedures of the park
- Participating as a positive and proactive member of the WildPlay team
- Teaching GSAs how to sell merchandise and photos
- Troubleshooting IT and booking/reservation discrepancies with the Park Management team
- Executing any additional tasks in order to meet Guest Service and park related objectives
*Guest Service Leads are also expected to be proficient in tasks assigned to Guest Service Agents*
Required Qualifications and Skills
- Subject matter expert in all park elements, products, and processes
- Ability to lead a team and motivate others
- Proven experience in delivering excellent guest service
- Ability to deliver consistent high standards of work in all aspects of the role
- Unfailing attention to detail
- Excellent communication skills
- Must demonstrate good judgment and strong decision-making skills
- Demonstrates great use of initiative and a proactive approach to a wide variety of duties
- A positive attitude and openness to feedback
- Physical demands include standing, sitting and occasional bending/twisting/ kneeling
Note: On-the-job training will be provided upon employment.
Work Relationships
The Guest Services Team Lead reports to the Guest Services Supervisor. The Guest Service Leads communicate with the Duty Manager during operation. Guest Service Agents look to this position for leadership and guidance.
Work Schedule
The Guest Services Team Lead works a flexible schedule of full-time and part-time work, based on the needs of the business. There are requirements to travel to various site locations when appropriate. Schedule demands include working both evenings, weekends, and holidays, and when appropriate and beneficial to job responsibilities.
Apply Online: https://www.wildplay.com/careers
Rate of Pay: $17.65