Guest Services Team Lead

2 days ago

Vancouver, British Columbia, Canada Capilano Suspension Bridge Park - Capilano Group Full time
Job Summary

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
    Requirements
    • 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.

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