Guest Service Specialist

Summary:

The Guest Service Specialist at WildPlay Niagara Falls is responsible for leading and managing the guest service experience across all areas of the park, ensuring a seamless, inclusive, and memorable adventure for guests. This role oversees a team of Guest Service Supervisors (GSS) assigned to specific attractions – the Zipline to the Falls and the Whirlpool Adventure Course – as well as the Call Center Supervisor, ensuring alignment in delivering high-quality customer service, efficient operations, and effective communication.

Key Responsibilities:

-  Leadership & Team Management:

- Lead, mentor, and support the Guest Service Supervisors and Call Center Supervisor to foster a positive and motivated work environment.

- Oversee the recruitment, training, and performance management of guest service staff, including lead positions, ensuring alignment with company values and service standards.

- Assist in training all Duty Managers on-site and act as the Manager-on-Duty in absence of coverage.

- Conduct training sessions and host meetings with supervision members to ensure continuous development.

- Be on-site and on-call during operations to address questions and concerns.

-  Guest Experience:

- Develop and implement strategies to enhance guest satisfaction and resolve escalated guest concerns efficiently.

- Monitor guest feedback through surveys, reviews, and direct interactions, using insights to drive continuous improvement.

- Provide recovery when necessary and communicate feedback to the team to improve the guest experience.

- Ensure accessibility, safety, and inclusivity in all guest interactions and touchpoints.

-  Operational Oversight:

- Collaborate with the Guest Service Supervisors for both locations to ensure smooth daily operations, adherence to schedules, and appropriate staffing levels.

- Work with the Call Center Supervisor to maintain accurate and efficient handling of bookings, inquiries, and escalations.

- Oversee ticketing, waiver processes, and point-of-sale systems to ensure efficiency and accuracy.

- Manage the POS system including ticket inventory, promo codes, discounts.

- Communicate any POS system issues through the helpdesk ticket system to WildPlay for troubleshooting and resolution.

- Follow and maintain the staff labor budget, ensuring adherence by supervisors.

- Assist in managing the flow of guest traffic by implanting new strategies to optimize the park experience.

-  Financial Management:

- Ensure all cash handling procedures are followed, preventing cash loss at the site. Resolve any issues with deposits or change orders.

- Handle deposit and change orders to and from the site, ensuring accuracy and security.

- Manage supply orders to ensure site operations run smoothly.

-  Financial and Strategic Goals:

- Collaborate with leadership to set and achieve revenue, sales, and guest retention targets.

- Monitor performance metrics, including pre-sale numbers, call centre metrics and guest satisfaction scores, and develop strategies for improvement.

- Oversee season pass sales and related promotions.

-  Policy and Compliance:

- Ensure all team members comply with safety standards, operational policies, and guest service protocols.

- Model guest services best practices and Niagara Adventure Excursions principles.

-  Collaboration and Communication:

- Work closely with other departments (e.g., Marketing, IT, and Maintenance) to support operational needs and guest experience enhancements.

- Communicate effectively across teams to align on goals, expectations, and updates.

Work Relationships:

The Guest Service Specialist reports to the Operations Manager. Guest Service Supervisors and the Call Center Supervisor look to this position for leadership and guidance and may provide direction to Guest Service Agents, Call Centre Agents, and other Park staff as required.

Work Schedule:

The Guest Service Specialist works a flexible schedule of full-time work based on the needs of the business. There may be requirements to travel to various site locations when appropriate, as well as working evenings, weekends, and holidays.

Qualifications:

• Minimum 3 years of experience in a customer service leadership role, preferably in the attractions, hospitality, or recreation industry.
• Strong leadership and interpersonal skills with experience managing diverse teams.
• Excellent problem-solving abilities and a proactive approach to guest satisfaction.
• Proficiency in ticketing and point-of-sale systems
• Knowledge of inclusivity and diversity best practices in guest services.
• Strong organizational skills with attention to detail and the ability to prioritize in a dynamic environment.
• Certification in first aid, safety protocols, or risk-management is an asset.

Work Environment:

• Must be comfortable working outdoors in varying weather conditions.
• Flexible schedule required, including weekends, holidays, and evenings.
• Ability to stand for extended periods and navigate uneven terrain.