Guest Service Supervisor

Guest Service Supervisor

Join the Adventure at Niagara Adventure Excursions

Are you a natural leader with a passion for people, organization, and delivering unforgettable guest experiences? Niagara Adventure Excursions is one of the region's most thrilling attractions, offering visitors from around the world the chance to experience the natural wonder of Niagara Falls like never before. We're looking for a confident, driven, and service-focused Guest Service Supervisor to lead our front-line team and keep operations running smoothly.

This is a high-impact role where your leadership, organization, and guest service skills will shine. You'll oversee daily operations, coach your team, manage cash and inventory, and most importantly — help create exceptional experiences for every single guest.

Position: Guest Service Supervisor

The Guest Service Supervisor is responsible for the day-to-day supervision of our Guest Services team. Your team is the first contact for all our guests , positive interaction will set the guest up for a great expirence .Working with administration on hiring and training to scheduling and coaching, this role ensures that every interaction reflects WildPlay's high standards of service. You'll work closely with other departments and team leads to keep things running efficiently, all while fostering a positive, energetic, and guest-first environment.

What you'll be doing:

• Supervising the flow of guest traffic to ensure an efficient and enjoyable experience
• Managing the central cash operations, including preparing deposits and weekly change orders
• Leading guest service sales efforts, implementing promotional strategies, and training staff on upselling best practices
• Scheduling and training the Guest Services team
• Managing and ordering supplies, conducting weekly inventory, and ensuring the Guest Services area is organized and stocked
• Ensuring WildPlay's service standards are consistently met and exceeded
• Interacting with guests directly to resolve issues, answer questions, and deliver exceptional service
• Leading by example and stepping in to support the Guest Services team as needed
• Troubleshooting POS and reservation systems; escalating technical issues when necessary
• Providing mentorship and motivation to staff through ongoing coaching and feedback
• Responding to escalated guest issues efficiently
• Collaborating with others to support all operational areas of the park
• Providing occasional on-call support as needed

Qualifications & Skills:

• Strong supervisory or leadership experience in a customer service environment
• Proven ability to lead, coach, and inspire a team
• Customer-focused mindset with a natural ability to solve problems and remain calm under pressure
• Excellent communication and interpersonal skills
• Technical proficiency with Microsoft Office and POS/reservation systems (training provided)
• Ability to manage time effectively, prioritize tasks, and meet deadlines
• Detail-oriented and highly organized
• Ability to work both independently and as part of a team
• Demonstrated ability to exceed guest expectations
• Experience with WildPlay's products or adventure tourism is an asset
• Bilingualism is an asset, but not required
• Post-secondary education in a related field is an asset, but not required
• Physical demands include regular standing, walking, bending, and occasional use of a ladder

Work Relationships:

• Reports to the Operations and General Managers
• Provides leadership and direction to Guest Service Leads, Guest Service Agents
• Collaborates with Duty Managers, Supervisors, and other park departments as needed

Work Schedule:

This is a full-time, seasonal position with a flexible schedule based on operational needs.
Expect to work evenings, weekends, and holidays during peak season (typically May through mid/late September). Occasional on-call support may be required.

Why Join WildPlay?

As a Guest Service Supervisor, you'll play a key role in creating experiences that matter. You'll be part of a team that values leadership, courage, and fun, all while working in one of the most iconic locations in the world.

Ready to lead the way in unforgettable adventure?
Apply today and bring your energy to WildPlay Niagara Falls