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Guest Services Team Lead - Jobs in Niagara Falls, ON

WildPlay
Job LocationNiagara Falls, ON
EducationNot Mentioned
SalaryNot Disclosed
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeFull Time

Job Description

Guest Service Team LeadSummaryWe are seeking a Guest Service Team Lead for WildPlay Niagara Falls to support operations at our Zipline to the Falls. The Guest Service Team Lead is responsible for motivating and monitoring the Guest Services Team. This position is intended to ensure that our guest’s expectations are exceeded by mentoring the Guest Services team to go the extra mile. The WildPlay Guest Services Team Leads are subject matter experts in regards to the operation and processes of Guest Services and are considered to be the leaders of the team for the day ensuring everything runs smoothly. The Guest Services Team Lead is also intended to act as a point of communication for other functional areas on site.To excel as a Guest Services Team Lead, you are friendly, positive, and energetic. You have strong leadership qualities and enjoy inspiring others. You apply your initiative to a number of tasks and can assess when your team requires assistance.Responsibilities and Duties include but aren’t limited to

  • Leading the Guest Services team by example
  • Ensuring that the GS team is on track and doing tasks
  • Ensuring that all reservations are completed properly
  • Assisting GSAs with group reservations or reservations with special requests
  • Acting as the Guest Services point of contact for other Team Leads at the park
  • Taking care of any issues escalated to the Team Lead, either by de-escalating the situation or by escalating it to the Guest Services Supervisor or Park Management
  • Ensuring that the Guest Service Agents are on time for work, take their breaks, and filling in for them when necessary
  • Ensuring that the Guest Services building/area is clean and visibly appealing to guests
  • Ensuring that all reservations, payments, and cash are reconciled at the end of each day
  • Assisting in other areas of the operation when needed that could include: field marketing support, guest bookings, retail sales, site security, and opening and closing procedures of the park
  • Participating as a positive and proactive member of the WildPlay team
Required Qualifications and Skills
  • Subject matter expert in all park elements, products, and processes
  • Knowledge of WildPlay’s Primal Perk partners and other relationships
  • Ability to lead a team and motive others
  • Proven experience in delivering excellent guest service
  • Ability to deliver consistently high standards of work in all aspects of the role
  • Attention to detail
  • Excellent communication skills
  • Must demonstrate good judgment and strong decision-making skills
  • Demonstrates great use of initiative and a proactive approach to a wide variety of duties
  • A positive attitude and openness to feedback
  • Physical demands include standing, sitting, and occasional bending/twisting/ kneeling
  • Clear Criminal Record Check
  • Current standard first aid and CPR-C certification
Work RelationshipsThe Guest Services Team Lead reports to the Guest Services Supervisor. The Guest Service Leads communicate with the Duty Manager during operation. Guest Service Agents look to this position for leadership and guidance.Work ScheduleThe Guest Services Team Lead works a flexible schedule of full-time and part-time work, based on the need of the business. There are requirements to travel to various site locations when appropriate, as well as working both evenings, weekends, and holidays, when appropriate and beneficial to their job responsibilities.Interested applicants are invited to submit a resume to: niagara_recruitment@wildplay.comRate of Pay: $16.75Quick Apply
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