Guest Experience Supervisor

Description

Position Summary 

This position will deliver a unique, engaging and entertaining experience to all guests and is responsible for providing exemplary service in a professional and courteous manner. This role will also deliver a positive guest experience, while providing memorable guest moments. 

Duties & Responsibilities 

• Assist in the implementation of the operating policies and procedures for the Guest Experience Department. 

• In collaboration with Guest Experience Management, review customer satisfaction and trends to anticipate needs and meet guest expectations. 

• Observe and report daily facility conditions and situations to Guest Experience Management. 

• Assist in the development and implementation of staff scheduling across the department to ensure efficient and appropriate coverage. 

• Ensure all staff receive their allocated break and ensure daily coverage. 

• Ensure the facility is clean, safe and presented to the highest of standards. 

• In collaboration with Guest Experience Management, ensure all admission and sales data is captured to maximize reporting potential. 

• Monitor and manage guest experience and flow to ensure a safe and enjoyable journey. 

• Monitor, manage and ensure all guest experience targets are achieved. 

• Lead the Guest Experience team to deliver memorable and unique experiences to guests. 

• Assist in the implementation of department training programs to achieve the best guest experience. 

• Assist in the training and development of team members to provide the necessary skills and knowledge in order to perform their jobs. 

• Entertain, engage and empower team members to reduce turnover and increase retention. 

• Motivate and inspire team members to perform at their very best through role modeling, providing feedback, reward and recognition, respect and frequent communication. 

• Assist in overseeing on-the-job training programs to establish the needs of the business. 

• Supervision of other subsidiary attractions as required, such as Ropes Course, Mirror Maze & Selfie Express. 

• Supervision of other areas as required, such as Merchandise and Photography. 

• Work closely with all internal and external departments to foster an outstanding and seamless guest experience throughout Union Station. 

• In collaboration with the Life Sciences Department, ensure animal welfare and care standards are upheld. 

• In collaboration with Life Sciences Department and the Aquarium Foundation, ensure exhibits and programs engage, educate and entertain diverse audiences. 

• Work closely with the Aquarium Foundation to ensure volunteers and educators provide exemplary guest service and engagement. 

Qualifications

Experience, Skills & Qualifications 

• One to two years in a supervisory role, ideally in the tourism or hospitality related industry. 

• Experience supervising teams preferred. 

• Exceptional leadership skills and proven experience. 

• Excellent verbal and communication skills. 

• Strong listening, presentation and decision-making skills. 

• Commercial understanding and the ability to anticipate guests’ needs. 

• Technically minded and proficient in Microsoft Office Excel, Outlook, PowerPoint and Word. 

• Creative problem solver who thrives when presented with a challenge. 

• Energetic and eager to tackle new projects and ideas.