Guest Experience Supervisor

2 weeks ago

Vancouver, Canada FlyOver Attractions by Pursuit Collection Full time

What perks can you expect?:
The wage for this role is $19.95 hourly and a full breakdown of benefits and perks will be discussed in the interview process.

Overview:
The Guest Experience Supervisor will report directly to the Guest Experience Manager at FlyOver Canada Vancouver (“FOCV”) and play a critical role in the success of the overall operation. As a Guest Experience Supervisor, your goal is to lead and coach a group of Guest Experience Guides to ensure team members have engaging interactions with our guests by bringing their best and anticipating guests’ needs.

What will you do in this job?:
Reporting to the Guest Experience Manager, your duties include, but are not limited to:

- Coordinate fun, engaging, efficient and safe movement of guests throughout the attraction while delivering impeccable guest experience
- Promote and ensure an accessible, respectful and inclusive environment for guests and team members
- Lead, support and coach the team of Guest Experience Guides
- Supervise the attraction from the front of the house with hands on attitude
- Contribute to building a respectful environment where safety comes first
- Anticipate and actively respond to guest needs to elevate guest experience and hospitality at FlyOver Canada
- Be proficient user of ticketing system and ensure all sales transactions (FIT’s, groups, pre-paid voucher, ticket, retail, food & beverage) are processed efficiently and accurately ensuring a seamless guest experience
- Read and analyze weekly dashboards and guest experience reports to make business decisions that positively impact operations
- Ensure cash is handled accurately according to established cash handling standard operating procedures
- Participate in the performance management of Guest Experience Guides as necessary
- Lead by example to ensure FlyOver Canada operating procedures and service standards are consistently maintained by all team members
- Manage guest flow capacity and efficient communication with the iRide Operator to ensure maximum seat occupancy
- Gather and effectively communicate daily operational information
- Assist with updating and developing Standard Operating Procedures
- Accurately answer questions about the FlyOver experience and product
- Assist Guides, Operators, other Supervisors and team members as required
- Assist Guest Experience Manager and Operations Manager with tasks as required

This list describes a lot of what a Guest Experience Supervisor does, but no job description can anticipate every single issue or project that could come up. Pursuit and FlyOver Canada might need to reduce, add or change job tasks from time to time.

What skills and experience do you need for this job?:

- Excellent interpersonal and communication skills, in all situations, ranging from guest engagement to team discipline
- Outstanding guest service skills
- Effective problem solving and critical thinking skills
- Ability to lead by example
- Efficient and quick problem solving skills
- Demonstrate a calm demeanor in a bustling environment
- Must be self-motivated and high energy a willingness to take on new challenges
- Must demonstrate sound cash-handling skills in a dynamic, fast-paced environment
- 2+ years’ experience in the tourism/hospitality industry
- Experience in retail and driving sales
- Experience in food & beverage providing incredible service
- Previous team leadership experience is an asset
- Must be comfortable and engaging when speaking in front of groups
- Availability to work a variety of shifts including evenings weekends and Holidays
- Extensive knowledge about Vancouver and local area is an asset
- Be comfortable working on your feet for extended periods of time, indoors and outdoors, year round

To handle this job successfully, any person hired must be able to perform responsibilities as described. Pursuit will make any reasonable accommodation to help a person with disabilities perform their job. This job is based in Vancouver and legal ability to work in Canada is required.

What will your work environment be like?:
**ABOUT FLYOVER ATTRACTIONS**
The FlyOver attractions team brings new attractions to life and oversees existing operations. FlyOver, the Ultimate Flying Ride, utilizes state-of-the-art technology to give you the feeling of flight. You hang suspended, feet dangling, before a 20-metre spherical screen while our film whisks you away on an exhilarating journey across some of the world’s most iconic landscapes. Special effects, including wind, mist and scents, combine with the ride’s motion to create an unforgettable experience. Currently, there are FlyOver’s located in Vancouver, B.C., Reykjavik, Iceland, Las Vegas Nevada and coming soon - in Toronto and Chicago. Several future FlyOver locations are proposed and are in the development stage.

**ABOUT PURSUIT**
Pursuit is a hospitality and attractions company that connects guests and staff to iconic places through unforgettable and inspiring experi

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