Guest Service Supervisor

14 hours ago

Toronto, Canada Illuminarium Experiences Full time

**WHO WE ARE**

Illuminarium Experiences is a state-of-the-art entertainment venue designed to transport guests into incredible immersive experiences. Inside guests can journey through the looking glass into Wonderland, leave their footprints on the moon, walk among elephants on an African Safari, or discover the world of Lite-Brite with thousands of colorful lights. In addition to its captivating experiences, Illuminarium serves as a premier event destination, hosting unique events such as live sports programming and an immersive nighttime bar, as well as customizable private events tailored to our clients' specific needs.

**THE ROLE**

As a Guest Service Supervisor at Illuminarium, you will be responsible for supervising all day-to-day operations within the attraction and crafting unforgettable experiences for our guests. Your leadership, passion for inspiring others, and commitment to teamwork will be vital in guiding the team in delivering exceptional experiences to our guests.

**ESSENTIAL FUNCTIONS**
- Knowledge of and adherence to Standard Operating Procedures.
- Supervise and coordinate daily activities of staff to optimize coverage and ensure high standards of guest service are maintained.
- Train and evaluate team members, promoting team engagement and ensuring the Illuminarium brand is always positively represented.
- Serve as the Manager on Duty as needed, ensuring smooth operations, providing guidance and support to staff, and alerting Leadership of any critical issues.
- Monitor guest experiences and address any issues or concerns promptly to ensure satisfaction, serving as first point-of-contact for any guest service escalations.
- Collaborate with management to implement strategies for improving guest engagement, sales, and attraction operations.
- Perform opening and closing duties as assigned, including but not limited to verification of the daily show schedule, setting in-house displays to proper content, preparing workspaces for operations, and ensuring Team Members have completed their assigned opening and closing tasks.
- Oversee inventory control processes including counting, storage, and organization.
- Ensure compliance with safety regulations and company policies and report all safety incidents or unsafe work conditions to Leadership immediately.
- Coordinate with internal departments and external vendors.
- Perform duties of floor staff as needed to cover breaks and open positions.
- Perform other related duties, tasks, and responsibilities as assigned by Illuminarium Leadership.

**PHYSICAL DEMANDS (WITH OR WITHOUT ACCOMODATIONS)**
- Job functions require a mix of standing, walking, and bending, and being on feet for long periods of time.
- Use of computers, tablets, smart phones, and other electronic equipment.
- Ability to lift, push, or pull 10-20 pounds regularly, and occasionally up to 50 pounds (with assistance).
- May need to lift up to 30 lbs. overhead occasionally.

**WORK ENVIRONMENT**
- Occasional work outdoors may be required.
- During the course of regular shifts or during special events, Team Members at times may experience prolonged exposure to the following: flashing light sources that may rapidly change in intensity, effects that would undermine normal visual perception, loud music and sound effects, vibrations from audio and haptic systems, manufactured scents, and smoke and fog effects.

**QUALIFICATIONS**
- Minimum 1+ years of experience in operations, preferably in an attraction, entertainment or hospitality environment.
- Demonstrated guest service resolution experience in a supervisory role.
- Ability to handle high-stress situations in an ever-changing environment.
- Proven operational experience in a high-volume environment.
- Proficient in Microsoft Office (word, excel, PowerPoint). POS ticketing systems a plus.
- Quick learner with ability to handle multiple projects and meet deadlines.
- Able to work effectively as part of a team.
- Energetic and outgoing personality.
- Excellent written and verbal communication skills.
- Ability to stand for prolonged periods of time.
- Ability to work non-traditional hours (nights, weekends, holidays)
- Disclaimer: This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments)._
- Illuminarium Experiences is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, or genetic information._

Pay: $21.00-$24.00 per hour

Expected hours: 36 - 44 per week

**Benefits**:

- Dental care
- Life insurance
- Paid time off
-

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