Guest Service Team Lead

6 months ago

North Vancouver, Canada Capilano Group Full time

**Department Lead (Guest Services Team)**

**Department**:Operations

**Reports to**:Operations Manager, Assistant Operations Manager, Operations Supervisor, Groups Supervisor

**General Description**:
The Team Lead (Guest Services Focus) is a seasonal position responsible for assisting the Operations Supervisors of the Guest Services team.

Their primary task is to provide easily accessible leadership presence in our park for both guests and Team Members. They ensure the daily tasks of the team are done in a timely and effective manner with the goal of creating the best possible experience for our guests.

Depending on the demands of the current season, this role may be performed as part of our scheduled front-line team or the Operations leadership team.

**Essential Duties and Responsibilities**:
**Guest Services (GSA) **General Operations**
- Work with all the Operations Supervisors to assist in the daily operational procedures of the GSA Team.
- Fulfill all assigned guest-facing positions as required by the operating day.
- Be an example for all Guest Service Agents for how to actively engage guests and cue search.
- Provide regular leadership presence throughout the GSA venues and plaza, and act as a point of contact for team member and guest concerns.
- Be knowledgeable and share the features of Capilano Suspension Bridge Park with Team Members and Guests.
- Ensure GSA Team presentation and venues are maintained at a high level.
- Set the example in following company and department guidelines ensuring the Capilano theme and Guest service standards are maintained.
- Advise the Operations Supervisor immediately of the need for potential orders.
- Assist with ongoing monitoring and tracking of guest feedback (informal and formal).

**Leadership**
- Must be prepared to step into a supervisory role as required by the leadership team. When fulfilling this role, the team lead must be ready to:

- Assist the leadership team to ensure the venues are running with ease
- Assist leadership team by ensuring daily rotations are accurate based on the schedule published by the Operations Supervisor and other operational details.
- Ensure guests are attended to in a timely manner, including at Guest Services and the Bridge House
- Take responsibility for checking and organizing team venues, supplies, and equipment. Ensure supplies are well maintained and always stocked.
- Supervise the GSA Team on a day-to-day basis and delegate tasks appropriately.
- Provide feedback to the Operations Supervisors & Assistant Operations Manager on day-to-day departmental operations as well as team performances.
- Deliver onboarding, training, and coaching for Guest Service Agents, In partnership with the Operations leadership team.
- Be proactive in performance management daily with team.
- Understand confidentiality within the department, as well as handle team member concerns and issues in a sensitive and professional manner.
- Be a positive role model and display high energy even during slower periods, consistently set an example.
- Follow company and department guidelines as outlined in manuals and policies and procedures.

**Health & Safety**
- Know and communicate health and safety requirements & regulations and ensure they are followed,
- Be alert and immediately report hazards, defective equipment, or concerns to your supervisor
- Ensure Team Members are following Capilano’s health and safety policies and procedures,
- Ensure overall cleanliness of facilities assigned to the Show Team,
- Ensure appropriate personal protective equipment & clothing are available, properly worn when required and
- properly inspected and maintained,
- Ensure Team Members are made aware of all known hazards in the area where they work,
- Work with the JOHS Committee or any person carrying out Occupational Health and Safety duties,
- Ensure your ability to work without risk to your health and safety or any other person’s safety is not impaired by
- alcohol, drugs, or other causes,
- Take every reasonable precaution to ensure protection of Team Members and Guests, Safety First

**Qualifications**:

- Min. 1 full season experience in a Guest Services role
- POS experience, knowledge of Galaxy system an asset
- Can handle stressful situations and meet fluctuating and demanding needs, remains calm under pressure
- Ability to work successfully in a team environment and contributes consistently through a positive manner
- Occupational First Aid, level 1, 2 or 3, a strong asset
- Second Language is an asset

**Working Conditions**:

- Able to work a variety of shifts including evenings, weekends, and holidays, to meet the needs of the business
- While in this position, team members are required to be on their feet for extended periods of time
- While performing the duties of this position, required to work in a variety of weather conditions
- Occasionally required to lift and carry up to 20lbs and climb a step ladder or step stool

**Wage range: $21 -

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