Guest Experience Shift Lead - Concord, North Carolina

SEA LIFE•Concord, NC

About The Position

The Guest Experience Shift Lead assists with day-to-day Guest Experience operations at the attraction. The role serves as the department’s Supervisor on Duty and, when necessary, assumes assigned host positions. Shift Leads also help develop front-line team members so they can deliver world-class customer service. When not serving as Supervisor on Duty, the Shift Lead supports the Guest Experience department through training, auditing, employee engagement, development projects, and guest experience host duties. The responsibilities listed are not exclusive or exhaustive and may include other tasks reasonably expected within the scope and grading of the role.

Requirements

High school diploma or GED.
Fun, outgoing approach to interacting with others and providing high-level service.
Ability to work individually and as part of a team in a fast-paced, multitasking environment.
Excellent verbal and written communication skills.
Knowledge of standard office filing systems, telephone etiquette and techniques, office software applications, and office equipment.
Ability to use various software applications; organize and prioritize work; perform basic research and report results; proofread and correct material; learn and follow office procedures and recordkeeping systems; select appropriate business formats; and work cooperatively with management, team members, and the public.

Nice To Haves

Customer service experience preferred.
At least six months of experience working in attractions, entertainment, or other service-industry roles preferred.
Training and/or experience demonstrating the ability to perform the duties; a typical qualifying background includes experience in an office environment involving public contact.

Responsibilities

Delegate and monitor daily assignments for front-line team members in the Guest Experience department.
Lead and motivate team members to focus on guests and provide exemplary customer service.
Uphold health and safety policies and procedures and ensure teams comply with them.
Help manage queues and guest flow in busy attraction areas safely and effectively.
Respond to guest issues and concerns by communicating with relevant departments.
Initiate and organize host training in primary guest experience areas across the attractions, and maintain training documentation and records.
Empower team members to deliver outstanding customer service, including guest recovery when needed.
Evaluate workforce performance, coach team members, and escalate issues as needed.
Support training, auditing, employee engagement, development projects, and host positions when not assigned as Supervisor on Duty.
Serve as the department’s Supervisor on Duty.