Guest Services Team Lead - Niagara Falls, Canada - WildPlay

WildPlay

Verified Company

Niagara Falls, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Guest Service Team Lead

Summary

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 deescalating 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 decisionmaking 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:_ Onthejob 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.

Rate of Pay:
$17.65