Guest Experience Specialist

**Job Title**:Guest Experience Specialist (Seasonal)

**Reports to**:Leader, Guest Experience and Operations

**Job Type**:Seasonal

**Role Overview**

The **Guest Experience Specialist **works throughout Little Canada, ensuring guests are receiving the experience that Little Canada promises. They live Little Canada’s Service Vision of making our guests and team feel at home; welcomed, cared for, and connected.

**What you’ll do**:

- Acting as the primary support to the Operations team, the Guest Experience Specialist performs many duties and holds many responsibilities within Little Canada including, but not limited to
- Ensure the success of allLittle Canada’s operations.
- Live the Service Vision and lead by example, inspiring the team to provide the level of service we expect and to ensure all guests receive the care they need.
- Providing exceptional customer service and resolve guest concerns quickly and appropriately.
- Direct floor supervision and support of all team members across multiple roles as necessary
- Assist in the implementation, training and compliance of Little Canada’s Health & Safety Management System, and act as a Fire Warden when necessary
- Manage ticketing system, event capacities & entry queues.
- Assist in the training of new team members.
- Assisting with daily Experience Guide scheduling and coverage of break for team members.
- Cash Management (conduct cash ins, cash outs, escorts, counting cash floats and the Safe, preparing deposits).
- Facilitate daily opening & closing procedures while maintaining site security protocols
- Assist in the coordination and execution of groups, events and birthday parties. Must be able to work varied hours and days, including weekends and holidays, early mornings and late nights.

**What you need**:

- Interpersonal - ability to relate well to people from various backgrounds; build rapport; be diplomatic; diffuse tense situations and respond to upset guests or staff appropriately
- Composure & Emotional Intelligence - stays cool under pressure; does not become irritated when challenged; responds professionally
- Coaching - the ability to counsel or instruct team members on how to develop their skills to enhance their productivity or overcome a performance problem.
- Approachable - easy to talk with; warm, pleasant and gracious; can put others at ease; patient; listens to understand and not just to respond.
- Professional - Be punctual, presentable, and conduct oneself in a professional manner and abide by Little Canada’s uniform & grooming policy and wear it with pride
- Critical thinking & Organization - quick and efficient problem-solving skills and good organizational abilities
- Guest Attention - recognize and anticipate a guests’ needs before they are communicated and go above and beyond to exceed guest expectations
- Self-starter - begins work and/or undertakes projects on their own initiative, without needing to be told or encouraged to do so
- Flexibility - must be fluid with changes in duties and to accommodate business needs

**Equity Statement**:
Little Canada is an inclusive Equal Employment Opportunity employer that welcomes all applicants, without regard to gender, gender identity, sexual orientation, race, ethnicity, disable or veteran status or any other characteristic protected by law.
- This job description is provided to capture the primary components of this role. It is not meant to be an exhaustive list. An individual may be required to perform other tasks which may not be listed but are consistent with the general intent of this role._
- From time to time, Little Canada may make changes to this job description. Reasons for such changes include, but are not limited to, changes in business processes and practices, technology changes, legal requirements, customer feedback, or changes to organization structure and reporting relationships._

**Job Types**: Full-time, Part-time

**Benefits**:

- Dental care
- Vision care

Schedule:

- 8 hour shift
- Monday to Friday

Ability to commute/relocate:

- Toronto, ON: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer service: 1 year (preferred)