Lead, Guest Experience
About The Position
The Guest Experience Lead plays a critical role in supporting the daily operations of Flyover Las Vegas with a primary focus on Admissions operations and guest flow, while also providing support to Retail operations as needed. This position is responsible for leading front-of-house operations, supporting team members, ensuring efficient ticketing and guest movement, and delivering exceptional guest service throughout the attraction experience. The ideal candidate is a strong communicator and leader who thrives in a fast-paced environment, demonstrates operational awareness, and is passionate about hospitality, teamwork, and guest experience while following Flyover standards and operating procedures. This is a full-time role, with an hourly rate of $18.50 USD.
Requirements
- 2+ years’ experience in the tourism/hospitality industry.
- Experience in Front of House, ticketing, and retail ensuring a safe place for our team members and guests, while providing incredible service and driving sales.
- Must be comfortable and engaging when speaking in front of groups.
- Available to work flexible hours including evenings, weekends, and holidays.
- Be comfortable working on your feet for extended periods of time, indoors and outdoors, year-round.
- Must be able to lift up to 40 lbs and be comfortable with physical tasks such as receiving deliveries, moving inventory, and restocking.
Nice To Haves
- Previous team leadership experience is an asset.
- Extensive knowledge about Las Vegas and the local area is an asset.
Responsibilities
- Act as the first point of contact for team member questions, operational issues, guest concerns, or escalations within Admissions operations.
- Support daily Admissions operations by coordinating guest flow, ticket scanning, line management, and attraction entry procedures.
- Assist in training, mentoring, and supporting new and existing team members in Admissions and Retail operations.
- Collaborate with other Guest Experience Lead by contributing retail ideas, supporting inventory organization and stock levels, and assisting team members with retail-related questions and product knowledge.
- Be a proficient user of Ventrata and RetailPro to ensure all transactions (groups, vouchers, tickets, and retail purchases) are processed efficiently and accurately.
- Assist with troubleshooting ticketing, voucher, and POS-related issues to support seamless operations.
- Support guest recovery situations with professionalism, urgency, and empathy.
- Assist Supervisors and Managers with operational communication during ride delays, emergency situations, or high-volume periods.
- Monitor front-of-house presentation standards to ensure a clean, organized, and welcoming environment for guests.
- Assist with daily operational tasks, opening/closing procedures, and cash-handling responsibilities.
- Model exemplary guest experience and coach team members in delivering a positive experience by ensuring Flyover Las Vegas operating procedures and service standards are consistently maintained by all team members.
- Support Guides, Team Leads, Operators, Supervisors, and other team members as required.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
