Guest Experience Manager - Ropes Course/Mirror Maze
Job Details
  • Development and implementation of the operating policies and procedures for the Ropes Course.
  • In collaboration with the Operations Manager, analyze sales figures, customer satisfaction and market trends to anticipate needs and recommend strategies and products to meet revenue and guest expectations.
  • Observe and report daily facility conditions and situations to the Operations Manager.
  • Develop, manage and oversee staff scheduling across your departments to ensure efficient and appropriate coverage.
  • Ensure the facility is clean, safe and presented to the highest of standards.
  • Monitor sales in order to recommend strategies to increase revenue opportunities.
  • In collaboration with marketing and finance teams, 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 financial and guest experience targets are achieved.
  • Remain up-to-date with industry’s best practices.
  • Lead and manage the Guest Experience team in its goal of delivering unique and memorable experiences to guests.
  • Ensure the implementation of department training programs to achieve the best guest experience.
  • Participate in the Duty Manager program.
  • Train and develop team members with necessary skills and knowledge in order to perform their jobs.
  • Conduct team member performance appraisals in a timely, fair and constructive manner in order to promote personal and career growth.
  • 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, rewarding and recognizing, respecting and frequent communication.
  • Oversee the on-the-job training program in order to establish the needs of the business.
  • Management and operation of other subsidiary attractions as required, such as Aquarium & Mirror Maze.
  • Management and operations 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.
  • Follow standard operating procedures and demonstrate techniques and safety guidelines to guests.
  • Conduct ropes course guest training.
  • Provide course instructions to ensure a safe, successful and enjoyable experience.
  • Guide, instruct and supervise guest safely throughout the course.
  • Assist with equipment inventory and report equipment damage, malfunction and repair requirements
  • Fit harnesses and correctly supervise the use of all personal safety equipment.
  • Perform daily inspections and take inventory of the course and equipment.
  • Clean and maintain course as required.
  • Keep the ropes course area and equipment storage neat, clean and orderly.
  • Keep neat and accurate operational records and logs and prepare daily reports as required
  • Observe and report daily facility conditions and situations to the Ropes Course Manager.
  • Three to five years in a management role required, ideally in the tourism or recreation related industry.
  • Experience managing teams required.
  • Exceptional leadership skills and proven experience.
  • Excellent verbal and written communication skills.
  • Experience working within departmental budgets preferred.
  • Strong listening, presentation and decision-making skills.
  • Commercially minded with the ability to analyze, understand and anticipate guests’ needs.
  • Technically proficient in Microsoft Excel, Outlook, PowerPoint and Word.
  • Creative problem solver who thrives when presented with a challenge.
  • Energetic and eager to tackle new projects and ideas.
  • Must pass ropes course certification.
  • Ability to anticipate guests’ needs and tactfully deal with unsafe guest behavior