Guest Experience Supervisor - Ropes Course

Position Summary: 

Responsible for assisting in the overall operations and efficiency across Admissions, Guest Experience and Housekeeping. This position will deliver a unique, engaging and entertaining experience to all our guests and is responsible for providing exemplary service throughout the ropes course, in a professional and courteous manner. This role will lead a team to adhere to strict safety standards, 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 Ropes Course Manager, review customer satisfaction and trends to anticipate needs and meet guest expectations.
• Observe and report daily facility conditions and situations to the Guest Experience Manager.
• 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 Ropes Course Manager, 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 safe 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.
• Supervision of other subsidiary attractions as required, such as Aquarium & Mirror Maze.
• Strive to achieve customer satisfaction KPIs in order to meet and exceed guest expectations.
• Manage and monitor guest experience at all times while on the course site to ensure a safe and positive experience for everyone.
• 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.
• Keep up-to-date on all new products and offerings.
• Work closely with all internal and external departments to foster an outstanding and seamless guest experience throughout Union Station.
• Be part of a team that motivates and inspires each other to perform at their very best, through respect and frequent communication.
• Assist in other departments as required.

Experience, Skills & Qualifications:

• One to two years in a supervisory role, ideally in the tourism, recreation or hospitality related industry.
• Experience supervising teams preferred.
• Exceptional leadership skills and proven experience.
• Excellent verbal and communication skills.
• Ability to anticipate guests’ needs and tactfully deal with unsafe guest behavior.
• Must pass ropes course certification.
• 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.
• Comfortable working in a harness at heights up to 50 feet.

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.

Salaried or Hourly

Hourly.