The Guest Experience Shift Lead is responsible for assisting the team as a part of the day-to-day Guest Experience operations of the attraction. serving as the Manager-on Duty for the entire attraction, and ensuring efficient operation of our Admissions Department, Retail Shop and Café. Shift Leads also play a vital role in developing our front-line staff to deliver world class customer service every day.
Essential Functions:
Serve as Manager on Duty for the Attraction, includes but is not limited to:
- Oversee the smooth operation of all departments including Admissions, Attraction, Food and Beverage, and
Retail - Delegate and monitor daily assignments for front line staff.
- Lead and motivate staff to be “guest obsessed” and provide exemplary customer service.
- Uphold all health and safety policies and procedures and ensure all teams are compliant.
- Manage queues and guest flow within the busiest areas of the attraction in the safest and most optimal way.
- Efficiently respond to guest issues and concerns throughout the day by communicating amongst relevant
departments.
Coordinate Training of front-line Hosts:
- Initiate and organize all Host training in areas such as ride safety, food safety, profit protection, and retail
standards. Maintain adequate records. - Ensure that team members are empowered to deliver outstanding customer service including guest recovery
as needed. - Evaluate workforce performances. Coach and/or escalate as needed.
- Support Guest Experience/Attraction
- When not duty managing, Shift Leads will support their respective department in areas such as training,
stocking, inventory controls, employee engagement, and scheduling. - Other duties as assigned.
Education and Experience:
- High school diploma or general education degree (GED)
- Customer service and guest interaction experience
- Experience and passion for entertaining children and families
Ability to train others effectively - Excellent communication and motivational skills'
- Able to work in a fast paced, multi-task environment.
- Able and willing to work weekends, evenings, and holidays, as needed.