ROLE Summary
With a primary focus on staff and guest obsession, the Senior Host plays a crucial role in making this the best place to work in the world. The Senior Host is an experienced, guest-facing, frontline employee that supports the guest experience in their assigned zone. The Senior Host acts as a constant source of knowledge in their assigned zone.
Key responsibilities
Role Modeling:
- You will play a role in ensuring smooth, efficient operation while delivering excellent guest service across the resort as a trusted frontline team member.
- Participate in shift meetings to review daily tasks and priorities.
- Monitor break assignments to ensure smooth staff rotation and adequate coverage throughout the day.
- Complete presentation checklists and ensure the resort meets cleanliness and safety standards.
- Support management with ensuring opening and closing duties are completed according to procedure.
- Acting as the first point of contact for guest inquiries, addressing concerns, and providing helpful information.
- Serve as a role model by maintaining professionalism and delivering high-quality guest service.
Zonal Operation:
- Ensure efficient guest flow and provide exceptional service at entrances, ticket scanning, and admission areas.
- Complete retail tasks in a timely manner, including handling sales transactions and inventory, stock loss control, loss prevention, and providing upselling opportunities.
- Assist with shows, educational classes, and building experiences, including venue preparation and guest engagement.
- Maintain high standards of cleanliness and presentation across the resort, including trash management and restroom upkeep.
- Perform ride hosting and operating, ensuring safety and service standards are met for all guests at all times.
- As a Ride Host, you will be responsible for performing greeting and organizational duties across a variety of different attractions.
- After training and clearance as a Ride Operator, you will oversee the rides you operate, coordinating staff and ensuring smooth operations throughout the day. You will maintain attraction efficiency to minimize queue times and maximize throughput, delivering exceptional guest experiences.
- Monitor water attractions, ensuring guest safety and enjoyment while following operational procedures. Maintain certification as a Shallow Water Lifeguard to ensure guest and peer safety.
- Performs opening and closing routines as defined by the operating procedures.
- Liaison leadership team to resolve any resort wide guest issues.
- The employee will adapt to various roles and responsibilities, working collaboratively to enhance the guest experience across different zones of the resort.
Health & Safety:
- Maintaining health and safety protocols, handling incidents or accidents, and suggesting safety improvements.
- Work effectively in busy environments with high noise levels. Work effectively under pressure in situations such as ride breakdowns or upset guests. Maintain a high level of focus to ensure safe operation.
- Work Environment, Physical DEMANDS
- Various indoor, outdoor, and enclosed locations with varying temperatures and floor surfaces.
- Exposed to wet and/or humid conditions.
- May be exposed to food allergens.
- Intermittent and prolonged sitting, standing, and walking to move about the resort and interact with guests.
- Visual acuity sufficient to read written materials, to complete paperwork activities, and to properly complete safety procedures.
- Hearing sufficient to communicate with individuals in person and via device.