What are the responsibilities and job description for the Guest Service Coach position at Santa Cruz Beach Boardwalk?
Job Summary
Under the supervision of The Employee Experience Manager and the Operations Training Specialist, Guest Service Coaches will conduct observations and provide feedback within the guidelines of the Boardwalk's Great Guest Service Program to frontline operations staff and departments.
Unique Job Requirements
Enthusiastic and organized individual, who sets the positive tone of premier Guest Service. Enjoys the ability to observe and coach seasonal staff in great Guest Service behaviors. Able to work flexible hours, including nights and weekends. Must possess an elevated understanding of quality Guest service.
Job Tasks
2 years experience coaching employees in guest service. Knowledge of Boardwalk operations and experience as a Boardwalk lead or supervisor preferred.
Knowledge Skills And Abilities
Under the supervision of The Employee Experience Manager and the Operations Training Specialist, Guest Service Coaches will conduct observations and provide feedback within the guidelines of the Boardwalk's Great Guest Service Program to frontline operations staff and departments.
Unique Job Requirements
Enthusiastic and organized individual, who sets the positive tone of premier Guest Service. Enjoys the ability to observe and coach seasonal staff in great Guest Service behaviors. Able to work flexible hours, including nights and weekends. Must possess an elevated understanding of quality Guest service.
Job Tasks
- Conduct prescribed observations for seasonal staff and departments
- Record sensitive data accurately
- Communicate well with departments when relaying information about employee observations
- Partner with Boardwalk departments as needed
- Provide one-on-one guest service coaching to employees
- Live and model the tenets of the Boardwalk's Best Guest Service Program by consistently being energetic and highly interactive with Guests and coworkers - even when you are not observing
- Maintain/display a high degree of enthusiasm in the park when needed, smile, and maintain a positive outlook
- Attend meetings and events to support our Guest service program
- Any other tasks as assigned by a supervisor or manager
2 years experience coaching employees in guest service. Knowledge of Boardwalk operations and experience as a Boardwalk lead or supervisor preferred.
Knowledge Skills And Abilities
- You can convey an attitude of great Guest service
- You get a thrill out of helping people learn, grow, and do an excellent job!
- Knowledge, understanding and patience to work with individuals who are new to working
- You can think on your feet to answer learner's questions and provide examples when needed
- Ability to authentically demonstrate enthusiasm and support others to become enthusiastic in their unique way
- High levels of collaboration with the team as well as working independently
- Ability to be professional when it comes to confidentiality
- Ability to encourage people to get out of their comfort zones and provide staff with tools to give an excellent Guest experience
- Ability to understand, appreciate and communicate what makes the Boardwalk and the Seaside Company's culture strong
- Knowledge in the operation of general office equipment including computer software programs such as Word, Excel, PowerPoint, and Outlook
- Ability to work with people in a positive and friendly manner, champion teamwork, and internal guest service
- Ability to learn about company operations and procedures
- Able to sit or stand in front of and operate a computer for extended periods.
- Able to lift, carry, or move objects of varying sizes weighing up to 20 pounds.
- Able to hear normal conversations on the phone and in person.
- Able to see, read, and interpret documents in English.
- Able to climb stairs.
- Able to stand and walk for up to 8 hours at a time.
- Able to work outside in the sun, heat, rain and wind.
