Story Land - Guest Experience Supervisor (Seasonal)

Roles & Responsibilities

Supervisory Duties

• Supervise the daily operations of the Guest Experience team and any other assigned departments
• Lead by example, attitude, and as a representation of Story Land’s core values
• Act as an approachable mentor and coach to all assigned hosts
• Ensure compliance with company and industry best practices, policies, and procedures to create a safe and productive environment for colleagues and guests
• Become knowledgeable of performing the essential duties of all guest experience positions and backfill these positions when needed
• Participate in all aspects of supervision of assigned hosts, including hiring, orientation, training, performance coaching, and discipline
• Ensure that all required meal and other breaks are being given in accordance with New Hampshire law
• Assist with team scheduling and timekeeping activities

Departmental Duties

• Delight the guests with exceptional customer service and a guest-centric approach
• Oversee guest arrival process including parking fee transactions, in-park ticket sales, season pass processing and turnstiles
• Ensure compliance with all PCI related standards, policies and procedures, oversee customer relations efforts, including customer relations office, call center operations and replies to customer inquiries via telephone, email and other media channels
• Interact with guests on a face-to-face basis, asking for feedback, and promptly addressing concerns
• Ensure tickets and products are setup correctly within POS and Inventory system in Workday
• Perform administrative duties including assisting with entering daily revenue, typing, preparing reports, and ordering supplies in coordination with revenue and park leadership
• Ensure that all team members are enforcing park entrance and exit policies
• Immediately report security, safety, or maintenance concerns to the proper channels
• Promptly notify the security team or the operator of host and guest injuries or emergencies
• Ensure that all Front Gate protocols are executed during emergencies or inclement weather situations

Requirements

• Must be at least 18 years of age to comply with New Hampshire Child Labor Laws
• Ability to work flexible schedule, including evenings, weekends, and holidays
• Ability to work hours that extend between 9am to 6pm
• Exceptional customer service skills, with an ability to resolve questions, problems, issues, and concerns in a positive and professional manner
• Ability to speak with guests directly while maintaining a high degree of professionalism
• Handle high-pressure situations, meet the demands of constant deadlines and coordinate multiple priorities in a dynamic environment
• Strong written and verbal communication skills
• Strong attention to detail and problem-solving abilities
• Proficient in Microsoft Excel, Word, and Power Point

Physical Requirements

• Ability to stand, walk, and remain on feet for majority of the workday
• Occasionally stoop, twist, kneel, bend, squat, or reach above shoulders
• Remain sedentary for extended periods of time, while using a computer or POS equipment
• Carry, push, pull, lift, and hold objects weighing 20 pounds or more

Working Conditions

• Frequent exposure to the variable outside temperatures, including high heat, cold, direct sun, humidity, dust, rain and other weather conditions
• Frequent exposure to loud noise levels, flashing lights, and heavily populated environments
• Frequent interruptions and requests that may require reprioritization of activities