Scope of Job:        

The Retail Premium Services Coordinator is responsible for the day-to-day operations of VIP Experiences, Cabanas, Birthday Packages and other “Premium Services” as needed. As part of this role, some operational shifts as part of the Commercial Duty “500” program will be included, and this role may be required to assist in the park on peak days.

Main Responsibilities:

·       Oversee the execution of assigned Premium Services in the park including VIP Experiences, Cabanas, Birthday Packages, and any future offerings.

·       Lead Premium Services for both front-of-house and back-of-house operations, making any necessary adjustments as necessary.

·       Point of contact for Premium Services guest inquiries’, including but not limited to Cabanas, VIP Experiences, and Birthday Packages.

·       Coordinates with ROC for scheduling needs of Cabana Hosts, and cross-trained VIP Hosts

·       Help to coordinate and oversee day-to-day responsibilities and tasks of VIP Experiences, Cabanas, Birthday Packages, hosts, and any other Premium Services offered.

·       Monitor all online and phone services for VIP Bookings, including Avius, Email, Phone, and Accesso.

·       Helps to develop and deliver new hire and refresher training to Cabana and VIP Hosts.

·       Performs quality checks of the services being delivered to Cabana guests and of the overall appearance of Cabana units; reports any issues to the Premium Services Supervisor.

·       Assist Premium Services Supervisor with inventory management, keeping a comprehensive database, and tracking daily inventory use in Premium Services Storage locations.

·       Performs full park walks weekly and water park walks daily, taking note and reporting any quality or service issues immediately.

·       Participates in the Retail Commercial Duty “500” program.

Health & Safety:

Employees are responsible for the safety of themselves, their colleagues and guests (where appropriate), in line with the Group Policy (HS001) and the law. In particular, they must ensure that they follow safe working procedures for all work activities that they undertake, and they must not use any tools or equipment for which they have not been trained.  Where incidents do occur, they must ensure that they are reported to their line manager and must cooperate with any investigation as appropriate.

Physical Demands:

Ability to sit for sustained periods of time to attend on-site and off-site meetings, perform paperwork activities, travel and drive.
Intermittent and prolonged standing and walking to move about the park site and interact with employees.
Finger dexterity sufficient to complete paperwork activities and to use a computer.
Visual acuity sufficient to read written materials, to complete paperwork activities, and to drive.
Hearing sufficient to communicate with individuals in person and by telephone.
 

Work Environment:

Various inside and outside locations with varying temperatures and floor surfaces.

Other Job Requirements:

Performs other duties as assigned.

Must be willing to work flexible hours, including evenings and weekends to support park operations.
Must have a valid driver’s license, safe driving record and be willing to utilize own vehicle for business purposes.

Attendance is a mandatory function of this job.

Background and Experience:

Prefer at least 2 years of Retail and/or Guest Service experience. Qualifications include excellent organizational skills, and oral and written communication skills. Requires strong analytical skills as well as a detail-oriented work ethic. Strong typing and computer skills are necessary. Expertise in Microsoft Office applications and database software preferred. Effective organizational and problem-solving skills with the ability to self-initiate and coordinate tasks. Excellent follow up skills, flexibility and the ability to multi-task are required. Must possess the ability to work efficiently with a variety of people with multiple priorities and diverse work styles. Computer skills, including typing, use of Microsoft Suite (Outlook, Excel and Word) and data entry into stock management and POS systems is required and experience in these areas is preferred.  Ability to work as part of a team, maintain confidentiality, and work and effectively communicate with all levels of staff within the resort is required.

Education:

High school graduate or General Education Degree (or equivalent education and experience) is required.