We're in search of an experienced and driven Retail Guest Service Lead to join our team. If you're a dynamic individual with a passion for retail leadership, we'd love to connect with you!

Come join our team at a historic attraction renowned for delivering unforgettable experiences to guests from across the globe. Our visitors are drawn not only by our rich history and captivating guided tours but also by the opportunity to take home souvenirs that will forever remind them of their visit. If this position sounds like a good fit for you, we invite you to join our team and submit an application today!

Summary: The Guest Services Lead (Retail) is the first point of contact for our guests. They are responsible for guiding our team and driving sales while creating a positive experience for our guests through relationships, product knowledge and operational execution. The Guest Service Lead will also be responsible for managing guest safety at our ancillary attractions in addition to assisting in other areas of the operation as needed and will help maintain cleanliness and safety protocols in their assigned areas.

This will be achieved by performing the following duties.

Essential Responsibilities include the following. Other duties may be assigned.

• Supervise the floor staff including cashiers. Provide exceptional guest service and staff guidance as you support the management team in day-to-day department operations
• Train, coach and develop the team to assure a cooperative work environment for the team
• Maintain a strong knowledge of our KPI performance through the commitment to our selling behaviors within the store to meet company goals.
• Handle cash register duties, daily deposits and safe access with integrity and attention to detail.
• Help with loss prevention and inventory control and replenishment by always using down time to stock.
• Responsible for scheduling and covering breaks and meals of floor staff. Maintains adequate staffing on the floor to meet store demands.
• Engage with guests and create an entertaining, fun, exciting and memorable experience
• Cordially greet and interact with guests to determine type of ticket media or merchandise desired.
• Demonstrate, create and sell merchandise to guests utilizing knowledge of products.
• Displays merchandise, suggests selections that meet the guest’s needs, and emphasizes selling points of article.
• Ensure that the highest standards of presentation and merchandising are implemented and maintained across the retail operation.
• Maintain fully stocked shelves, counters, tables or display racks with appropriate merchandise at all times.
• Monitor all areas to avoid and/or detect theft to assist in maintaining estate assets.
• Use cash register to correctly total price and tax on merchandise selected by guest.
• Maintains the integrity of the departments cash control system including completing all required documentation and balancing drawer(s) at the end of the day as specified.
• Be responsible for the end-to-end guest experience for our ancillary attractions. This will include teaching guests the basics of the experience and supervising guests to ensure that all participants are acting in a safe and responsible manner.
• Responsible for keeping up with memos, newsletters, or any printed material given by management.
• Cover shifts as Manager on Duty as scheduled.
• Will be required to work periodic events which include Nights, Weekends, and Holidays.

Competencies: To perform the job successfully, an individual should demonstrate the following:

• Job Knowledge / Technical Skills – Thoroughly understands all aspects of the job; possesses practical hands-on experience; Needs some direction. Drive to continuously build owns knowledge base and improve professional skills.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things; Speaks and writes clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Writing is clear, informative and professional.
• Team Work - The ability to work effectively with others, balancing the needs of the team and those of the individual; Gives and welcomes feedback.
• Leadership- Exhibits confidence in self and others; inspires and motivates others to perform well; effectively influences actions and opinions of others; accepts feedback from others; gives appropriate recognition to others; Identifying employees with potential and invests time and energy in developing their talent.
• Supervisory Skills- The ability to attain the peak performance of each employee each day. Upholds company standards consistently by consistently praising good performance publicly and addressing performance issues privately; focusing on the problem without the personal attacks.
• Administration and Organization Support - Follows policies and procedures; Processes paperwork accurately, timely and legibly; Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Attendance and Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Safety and Security - Daily actions demonstrate our standard for a safe and secure workplace.
• Dependability- Can be relied upon to meet schedules, deadlines and productivity standards; completes tasks on time or notifies the appropriate person with an alternate plan.
• Problem Solving/Judgement- Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions and assess consequences; works well in group problem solving situations; uses reason even when dealing with emotional topics.
• Appearance and Grooming- Practices and appropriate grooming, hygiene and attire selection.
• Initiative- Volunteers readily; undertakes self-development activities; seeks increased responsibilities; looks for and takes advantage of opportunities; asks for and offers help when needed; Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Education and/or Experience: High school diploma or general education degree (GED); or three years related experience and/or training; or equivalent combination of education and experience in event coordination and operations.
• Language Skills: Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and/or boards of directors.
• Mathematical Skills: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions. Ability to apply concepts of basic algebra and geometry.
• Reasoning Ability: Must possess the ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Must possess the ability to deal with problems involving a few concrete variables in standardized situations.
• Computer Skills: To perform this job successfully, an individual should have knowledge of, Internet software, Spreadsheet software, and Word Processing software.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is:

Standing and Sitting: Specific demands for standing and sitting on this job:

• Frequently required to stand for entirety of shift.
• Occasionally required to sit.

Walking and Reaching: Specific demands for walking and reaching on this job:

• Frequently required to walk and reach with hands and arms.

Climb, Balance, Crawl: Specific demands for this job:

• Frequently required to climb or balance and stoop, kneel, crouch, or crawl.

Dexterity and Sense of Touch: Specific demands for sense of touch and dexterity on this job:

• Frequently required to use hand to finger movements, handle, or feel.

Lifting: Specific demands for lifting on this job:

• Regularly lift and/or move up to 10 pounds.
• Occasionally lift and/or move up to 25 pounds.

Vision: Specific vision abilities required by this job:

• Close vision.
• Distance Vision.
• Color Vision.
• Peripheral Vision.
• Depth perception.
• Ability to adjust focus.

Verbal and Auditory Demands: Specific talking and hearing abilities required by this job:

• Must be able to talk and hear

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the work environment is usually loud.
• The employee is frequently exposed to outside weather conditions.
• The employee is regularly exposed to wet and/or humid conditions.

The employee is exposed to:

• High, precarious places

Additional Compensation:

• Store Discounts

Hours per week:

• 30-40

Schedule:

• Monday to Friday
• Weekends required
• Day shift
• Night shift

Work Remotely

• No

Job Type: Full-time

Pay: $21.00 - $23.46 per hour

Expected hours: 30 – 40 per week

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year

Shift:

• 8 hour shift
• Day shift
• Night shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Education:

• High school or equivalent (Required)

Experience:

• Supervisory: 2 years (Required)

Shift availability:

• Night Shift (Required)
• Day Shift (Required)

Work Location: In person