Guest Experience Supervisor

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 the 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. 

Experience, Skills & Qualifications 

• 1-2 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. 

Abilities 

The individual must possess the following abilities to perform the essential functions of the job, with or without reasonable accommodation, using some or a combination of the abilities.  

• Ability to stand for long periods of time.  

• Ability to read, listen and communicate effectively in English, both verbally and in writing.   

• Ability to access and accurately input information using a moderately complex computer system.  

• Hearing and visual ability to observe and detect signs of emergency situations.   

• Ability to lift and carry up to 50 pounds.  

• Ability to stand, walk and climb/balance for long periods.  

Other 

• Upon employment all team members are required to comply with the standards, rules and regulations, which may be established by the Company and updated from time to time. Team members who violate property rules or have irregular attendance will be subject to disciplinary action, up to and including termination of employment.  

• The leisure business functions seven days a week. Due to the seasonal nature of the industry, team members may be required to work varying schedules, weekends, holidays and overtime to reflect the business needs of the property. Team members may also be required to attend group and/or department meetings in addition to the work shift as necessary.

• This job description is not an exclusive or exhaustive list of all job functions that a team member in this position may be asked to perform.