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Guest Services Team Lead
2 months ago
We are seeking a highly motivated and experienced Guest Services Team Lead to join our Operations team at Capilano Suspension Bridge Park. As a key member of our leadership team, you will be responsible for providing exceptional guest experiences, leading a team of Guest Service Agents, and ensuring the smooth operation of our Guest Services department.
Key Responsibilities- Guest Services Operations
- Work closely with Operations Supervisors to ensure the daily operational procedures of the Guest Services team are executed efficiently and effectively.
- Fulfill all assigned guest-facing positions as required by the operating day.
- Set the example for Guest Service Agents on how to actively engage guests and provide exceptional customer service.
- Provide regular leadership presence throughout the Guest Services 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 Guest Services 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.
- 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 the 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
- 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.
- 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.
