What are the responsibilities and job description for the LEGOLAND CA Admissions Supervisor position at LEGOLAND Parks?
What you'll bring to the team
As a Model Citizen (employee) at LEGOLAND® California Resort, your purpose is to create memorable experiences for our Guests. Our Guests travel from all around the world to make memories with their families, and your job is to help those come to life! Each Model Citizen is required to understand and uphold our Guest Promise, which is as follows:
Safety
• We will always put safety first and never compromise safety • We will always report safety hazards and concerns immediately• We will always complete job tasks and duties in the safest way possible Service• We will always acknowledge and interact with children first• We will always smile and make eye contact• We will always have a great attitude• We will always strive for relationships over interactions and transaction Efficiency• We will always work quickly and efficiently to minimize wait time and maximize FUN!• We will always be knowledgeable and have accurate information availablePresentation• We will always maintain a family atmosphere
Job Role:
Admissions Supervisors are the direct leaders of front-line/ Senior MCs and supervise, monitor, and evaluate their work performance. This position is responsible for the daily operation of their designated section of the department. This includes, but is not limited to, ensuring proper staffing levels, scheduling rest and meal periods and ensuring their timely completion, maintaining proper cleanliness levels, completing MC performance audits to uphold safety, service, wardrobe and efficiency standards, and monitoring and minimizing queue wait times. This person works closely with other areas of IT, Profit Protection, Operations, Central Planning, Product Excellence, Call Center, Warehouse, Human Resources, and Marketing all the while ensuring that LEGOLAND California’s overall presentation is to the highest quality standards in the industry. Lastly, this person participates in Admissions Duty Manager coverage, controls daily labor budgets and implements and monitors training programs and maintains high knowledge of the POS system. This position requires high visibility in the Park in order to remain accessible to the team to support and mentor them on the job, as well as resolve any operational issues and be a resource for Guests. Admissions Supervisors work closely with the Manager to uphold the Guest Promise, support department and park initiatives, and ultimately move the business forward.
Qualifications & Experience
Essential Functions:
• Responsible for daily scheduling and organizing breaks and meal periods within daily budget and ensuring compliance with labor law standards.• Works both Assistant Manager and Duty Manager Shifts weekly.• Owns Department Duty Management program.• Ensures SOPs and competencies are up-to-date.• Ensures department is prepared for opening including proper cleanliness and staffing levels.• Maintains high visibility in the Welcome Area and is prepared with all Service Recovery tools, such as Fix-It Tickets, Priority Access Passes, and Assisted Access Passes. Available and approachable to answer questions from guests or MCs.• Responds to guest feedback using NFA practices.• Responsible for: performance management, audits, writing and issuing performance reviews and corrective actions, holding MC development meetings, and observing and providing feedback on policy compliance.• Monitors team performance in regards to achieving KPIs and Mystery Visit targets.• Demonstrates strong service and sales approach. Leads by example to maximize upsells.• Recommends short and long term changes through feedback, daily reports, and proposals.• Promotes Guest Promise and memorable experience strategy. Liaise with Manager and Product Excellence Team to ensure service standards are delivered consistently.• Works with Profit Protection Manager, monitoring the front line team to maintain compliance with all cash handling guidelines – including but not limited to till audits, internal audits, and analyzing cash, credit, and voucher discrepancies. Actively identifying risk and creating procedures to minimize risk. • Liaise with Marketing team to delivery special programs and promotions on short notice.• Monitors inventory of Admissions-related supplies, liaise with Warehouse.• Intermediate knowledge of Galaxy POS, accesso POS, troubleshooting IT issues, and communicating information to pertinent parties for a prompt resolution.• Assist or lead project management for new systems, promotions, or programs.• Responsible for department training and engagement. • Ensures that Department Standards (safety, service, cleanliness, efficiency, wardrobe, etc.) are maintained through MC monitoring, auditing, and training.• Sends daily reports at close of shift.• Leads by example, motivating and inspiring MCs to exceed service expectations. • Supports the Manager and assists in the communication of all relevant department and company information and initiatives.• Maintains open communication with Central Planning team for any operational, training, or scheduling, recruitment needs.• Provides consistent and fair recognition to all members of the team.• Proactive about monitoring Park attendance and adjusting staffing needs based on the needs of the business.• Responsibility to ensure compliance of Health, Safety, and Security within the workplace and in line with Group Policy HS001.• Depending on seniority and skill level an Assistant Manager may be responsible for the following:o Project Management o Yearly capital expense submissions and execution o Managing department labor and equipment budget o Actively participates in Park Duty 10 Program o Expert knowledge of Galaxy POS, accesso POS, troubleshooting IT issues, and communicating information to pertinent parties for a prompt resolution.o Acts as a Resort point of contact for all other departments across the Resort o Actively minimizing financial risk to the business
Background and Experience:• A minimum of three (3) years of theme park or related customer service experience is required.• A minimum of two (2) years of supervisory experience is required. Excellent organizational and analytical skills, with the ability to execute multiple tasks are required.• Must be self-motivated with demonstrable initiative and problem solving skills. Ability to work well and remain calm under pressure.• Experience in budget control is required.• Effective leadership, staff development, organizational, verbal and written skills.• Strong guest service and interpersonal skills are required.• Works well in groups and promotes a team-centered environment. • Must possess demonstrated leadership abilities.• Must be dedicated to providing outstanding service, embodying the Guest Promise, and motivating others to do so.• Ability to work effectively and make sound decisions in a fast-paced environment is required.• Cash handling experience is required.
Education: • Minimum high school diploma.• Intermediate computer skills (Word, Excel, e-mail, Power Point) are required
Other Requirements:• Must be willing to work flexible hours, including evenings, holidays and weekends to support park operations.o Typical shifts are 8 hours, between 7:00am and 11pm.o The earliest shifts can begin as early as 6am. The latest shifts can end as late as 11:30pm. Occasional special events may require shifts to start as early as 5:30am or as late as midnight.Continue to next page for physical demand requirements
Physical Requirements
A. Sitting:
1. None (0%)
2. Occasionally (1-33%)
3. Frequently (34-66%)
4. Constantly (67-100%)
J. Wrist Deviation (Side to Side):
1. None (0%)
2. Occasionally (1-33%)
3. Frequently (34-66%)
4. Constantly (67-100%)
B. Standing:
1. None (0%)
2. Occasionally (1-33%)
3. Frequently (34-66%)
4. Constantly (67-100%)
K. Hand/Wrist Repetitions (Up and Down):
1. None (0%)
2. Occasionally (1-33%)
3. Frequently (34-66%)
4. Constantly (67-100%)
C. Walking
1. None (0%)
2. Occasionally (1-33%)
3. Frequently (34-66%)
4. Constantly (67-100%)
L. Reaching:
1. None (0%)
2. Occasionally (1-33%)
3. Frequently (34-66%)
4. Constantly (67-100%)
D. Lifts and Carries: Frequency:
1. Up to 10 pounds None Occasionally Frequently Constant
2. 11 to 24 pounds None Occasionally Frequently Constant
3. 25 to 34 pounds None Occasionally Frequently Constant
4. 35 to 50 pounds None Occasionally Frequently Constant
5. 51 to 74 pounds None Occasionally Frequently Constant
6. 75 to 100 pounds None Occasionally Frequently Constant
7. Over 100 pounds None Occasionally Frequently Constant
E. Lifts Overhead: Frequency:
1. Up to 10 pounds None Occasionally Frequently Constant
2. 11 to 24 pounds None Occasionally Frequently Constant
3. 25 to 34 pounds None Occasionally Frequently Constant
4. 35 to 50 pounds None Occasionally Frequently Constant
5. 51 to 74 pounds None Occasionally Frequently Constant
6. 75 to 100 pounds None Occasionally Frequently Constant
7. Over 100 pounds None Occasionally Frequently Constant
F. Twisting:
1. None (0%)
2. Occasionally (1-33%)
3. Frequently (34-66%)
4. Constantly (67-100%)
M. Grasping:
1. Simple: < 50 pounds
2. Firm: > 50 pounds
G. Bending:
1. None (0%)
2. Occasionally (1-33%)
3. Frequently (34-66%)
4. Constantly (67-100%)
N. Manual Dexterity/Strength:
1. Gross motor, light-moderate strength
2. Gross motor, moderate - heavy strength
3. Fine motor, light-moderate strength
4. Fine motor, moderate - heavy strength
H. Squatting/Kneeling/Crawling/
Climbing:
1. None (0%)
2. Occasionally (1-33%)
3. Frequently (34-66%)
4. Constantly (67-100%)
O. Pushing:
1. None (0%)
2. Occasionally (1-33%) 10-20 lbs
3. Frequently (34-66%) ________ lbs
4. Constantly (67-100%) _______lbs
I. Pulling:
1. None (0%)
2. Occasionally (1-33%) _10-15_ lbs
3. Frequently (34-66%) ________ lbs
4. Constantly (67-100%) _______lbs
Visual Requirements
Hearing
P. Visual Requirements:
1. Close eye work (small figures) 2. Color discrimination
- Minimal color discrimination
- Normal color discrimination
3. Other: Depth perception, distance vision, ability to focus.
Q. Hearing Requirements:
1. Special requirements
Able to consistently fulfill communication
needs. (alarms, phone ringing, conversation,
clear acuity within 100 feet)
Working Conditions
R. Temperature:
1. < 15 degrees Fahrenheit
2. Between 16 and 95 degrees
3. > 95 degrees
U. Driving:
1. None (0%)
2. Occasional (1-33%)
3. Frequent (34-66%)
4. Constant (67-100%)
S. Crawl Space/Cramped Position:
1. Exposed < 1 hour per day
2. Exposed 1-3 hours per day
3. Exposed 3-7 hours per day
4. Exposed > 7 hours per day
V. Noise (loud/repetitive, < 85 decibels per OSHA Standard):
1. None (0%)
2. Occasional (1-33%)
3. Frequent (34-66%)
4. Constant (67-100%)
T. Personal Protective Equipment (e.g. respiratory mask, etc.)
1. None (0%)
2. Occasional (1-33%)
3. Frequent (34-66%)
4. Constant (67-100%)
Other
W. Specify any other requirements or restrictions that should be CONSIDERED.
Benefits
Alongside company paid holidays, you can also look forward to enjoying a great benefits package, free tickets to Merlin attractions globally and 30% discount in our retail shops and restaurants.
** Please consider whether you'll be able to travel to and from the Resort. Some shifts may fall into unsociable hours and has shifts on Holidays, weekends, early mornings and supporting after Park close hours**
We want to ensure that everyone has the opportunity to perform their best at interview, so if you have additional requirements due to disability or ill health please get in contact with LLC.HumanResources@legoland.com.
Pay Range
USD $27.50/Hr.Salary : $28
