Tour Guide Team Lead

2 months ago

Toronto, Canada Little Canada Full time

**Job overview**

The Leader of Guest Experience is responsible for overseeing delivery of the guest experience (Ticketing, Memberships, Little Me, and Group visits Education), assist with resource management, and corporate and consumer events; while ensuring a safe environment for guests and staff. She/he supports the daily onsite operations schedule to ensure coverage by Guest Experience Team in order to ensure optimum staff levels to deliver the best possible experience. She/he establishes opening and closing procedures to provide coverage during all operating and event hours. The Leader of Guest Experience provides support to other operating departments as necessary.

This position will lead a team of experience guides in providing outstanding customer service and creating a warm and inviting environment for visitors, clients, and guests at our Exhibition. Your exceptional leadership, communication skills, and attention to detail will ensure the smooth operation of the reception area and contribute to a positive and memorable experience for all who enter our premises. This position is ideal for individuals with a proven track record in hospitality, customer service, and team management.

**What you’ll be doing**
- Schedule, mentor and train your team.
- Act as an escalation for in-the-moment issues.
- Provide and maintain a safe, secure and welcoming environment through exceptional Guest service.
- Develop Standard Operating Procedures for all Guest Experience elements to ensure an optimal guest experience
- Lead the on-site operation of the Little Me program, working with Marketing & Sales, and external partners to develop, deliver and maximize sales and upselling of this unique and high value guest experience
- Respond to any emergency calls, including fire and evacuation requirements along with Fire Warden participation (when needed).
- Write detailed, accurate and objective incident reports for occurrences or accidents as necessary.
- Assist in staff cash escorts; escorts any 3rd party contractors, valued guests and visiting guests who require accessibility on site.
- Supervise and mentor a team of Welcome Associates, providing guidance, training, and performance feedback.
- Oversee the daily operations of the reception area, ensuring a seamless and efficient workflow.
- Monitor the reception area to always ensure a welcoming and organized environment.
- Handle escalated visitor inquiries and issues, resolving them promptly and professionally.
- Coordinate with building security and reception staff to maintain a safe and secure environment.
- Conduct regular team meetings to communicate updates, best practices, and performance expectations.
- Assist with recruitment, onboarding, and training of new Welcome Associates.

**What you possess**:

- A passion for Little Canada
- A naturally friendly personality with a desire to meet, care for and connect with new people.
- Seemingly endless enthusiasm, positivity, and energy.
- Persuasive conversational skills.
- A thick skin and resilient character.
- Experience in crisis intervention and de-escalation technique.
- Experience in leading and developing people.
- Flexible to work rotating shifts, weekends, days, evenings, and holidays.
- Standard (valid) First Aid and CPR Level C w/AED.
- Smart Serve Certificate.
- Maintain a presentable uniform and approachable deportment.
- Minimum of certification or diploma in hospitality and tourism or related field.
- Minimum of 2-3 yrs of experience in client relations, security, attraction, travel and tourism
- Verbal and written Communication and interpersonal skills.
- Detail oriented and self-aware.

**Working Conditions**:

- This is a full-time position, working 8 hours shifts between 10:30 - 6:30 per week, 7 days a week.
- Work in different weather conditions
- The role will require long standing and walking hours.
- Lifting objectives not more than 30 lb (not on a constant basis)
- The work environment is fast paced, with high frequent interactions with visitors, clients, and staff members.

**Performance Competencies**:

- **Leadership**: Demonstrates strong leadership skills, motivating the team to achieve their best performance. Provides clear direction, sets expectations, and fosters a positive and collaborative work environment.
- **Customer Focus**: Prioritizes delivering exceptional customer service, ensuring visitors and guests feel valued and welcomed. Handles complaints and inquiries with empathy and professionalism.
- **Problem-Solving**: Exhibits strong problem-solving skills, finding effective solutions to challenges that arise in the reception area or with visitor interactions.
- **Communication**: Demonstrates excellent communication skills, both verbal and written. Effectively communicates with team members, visitors, and internal stakeholders.
- **Organization and Time Management**: Manages multiple tasks efficiently, prioritizing responsibilities to meet deadlines and maintain a smooth re

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