Guest Services Team Lead
About The Position
The Guest Services Team Lead supports the daily operations of the Guest Services department and helps ensure an exceptional experience for all Wollman Rink guests. This role serves as an on-floor leader for the Guest Services team, providing guidance and support to staff, assisting with daily assignments and coverage, and serving as a point of escalation for guest concerns. The Team Lead works closely with Guest Services Coordinators and management to maintain high standards of customer service, safety, cleanliness, organization, and operational efficiency throughout the venue.
Requirements
- Strong customer service and interpersonal skills.
- Ability to lead, support, and motivate a team in a fast-paced environment.
- Strong communication and problem-solving skills.
- Ability to remain professional and composed when handling guest complaints or challenging situations.
- Dependable, punctual, and able to take initiative.
- Ability to effectively prioritize tasks and respond to changing operational needs.
- Comfortable working collaboratively across multiple departments.
Nice To Haves
- Previous customer service, hospitality, recreation, entertainment, or leadership experience preferred.
Responsibilities
- Lead and support the Guest Services team in providing exceptional, friendly, and professional customer service to all guests.
- Serve as a primary on-site point of contact for guest questions, concerns, and complaints, resolving issues promptly and escalating matters to a Guest Services Coordinator or management when appropriate.
- Welcome guests and help ensure a positive, safe, organized, and enjoyable experience from arrival through departure.
- Assist Guest Services Coordinators with training, coaching, and mentoring Guest Services staff on department procedures, customer service expectations, and venue policies.
- Assist with daily staff coverage, break coordination, and shift assignments to ensure appropriate coverage throughout the venue.
- Maintain a visible presence throughout the venue and monitor Guest Services areas for cleanliness, organization, safety, and operational readiness.
- Support the successful execution of public skating sessions, birthday parties, group visits, special events, and other Wollman Rink programming.
- Ensure Guest Services staff are following established policies, procedures, and service standards throughout their shifts.
- Enforce rink policies and safety guidelines consistently and professionally while maintaining a welcoming guest environment.
- Coordinate with Guest Services Coordinators, Operations, Maintenance, Skate School, Security, and other departments to address guest needs and operational or facility concerns.
- Monitor guest feedback and communicate recurring concerns, service issues, or opportunities for improvement to Guest Services Coordinators and management.
- Work alongside Guest Services Coordinators to complete department opening and closing procedures and ensure all assigned tasks are completed.
- Respond appropriately to incidents and emergencies, following established procedures and assisting with incident documentation and reporting when required.
- Maintain knowledge of Wollman Rink programs, events, products, and services and actively communicate and promote available programming to guests.
- Provide additional operational support and perform other duties as assigned by Guest Services Coordinators or management.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
