Guest Experience Supervisor

19 hours ago

Vancouver, Canada FlyOver Attractions by Pursuit Collection Full time

Overview:
As a Guest Experience Supervisor, your goal is the fun, engaging, efficient and safe movement of guests through the attraction. You will 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 while following Flyover standards and operating procedures. The Guest Experience Supervisor should always strive to represent both Flyover Canada as well as maintain a positive attitude.

What is the compensation for this role?:
The wage for this role is $20.15 hourly and a full breakdown of benefits and perks will be discussed in the interview process.

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
- Updating and developing Standard Operating Procedures
- Accurately answer questions about the Flyover experience and product
- Assist Guest Experience Manager, Operations Manager, Guides, Operators, other Supervisors and team members 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
- Effective problem solving and critical thinking skills
- Ability to lead by example
- 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 food & beverage, retail, and driving sales
- 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**

Experience the world like never before with Flyover. Our flying journeys immerse you in the essence of diverse destinations, capturing their beauty and spirit while sparking a sense of adventure and curiosity. Embark on a journey of awe-inspiring perspectives and unparalleled stories. Current locations include Vancouver BC, Reykjavik Iceland, Las Vegas Nevada and Chicago Illinois.

**ABOUT PURSUIT**

Pursuit is a hospitality and attractions company that connects guests and staff to iconic places through unforgettable and inspiring experiences and strives to become the world’s leading provider of experiential adventure travel. Pursuit generates revenue and shareholder value as one of two business units operated by Viad, an S&P SmallCap 600 international experiential services company, traded on the New York Stock Exchange under the symbol VVI. We deliver rich travel experiences to the global market in iconic destinations through its unique hotels an

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