Lead Ambassador, Guest Experience

The Coca-Cola Company•Atlanta, GA

4d•$38,032 - $43,465•Onsite

About The Position

The Lead Ambassador supports operations at World of Coca-Cola, delivering exceptional guest experiences, upholding health and safety standards, and maintaining revenue and profit performance. In the absence of the Supervisor, this position provides leadership to Guest Relations Ambassadors within a specified front-line department and leads both Front and Back of House operations. The role works collaboratively with employees and partners to provide outstanding customer service and ensure every guest experience is exceptional. The Lead Ambassador consistently supports one of these areas: Café Operations, Entrance Operations, Tours & Character Operations, Workplace Operations, Welcome Experience, 1st Floor Exhibit Space Operations, or 2nd Floor Exhibit Space Operations. The role is full-time, up to 40 hours per week, with flexible shifts between 8 a.m. and midnight. Candidates must be available to work weekdays, weekends, and holidays.

Requirements

High school diploma or equivalent.
One year of experience in the themed attraction industry, hospitality industry, or customer service.
Strong verbal and presentation skills.
Ability to adapt to change, work effectively under pressure, and produce accurate results in a fast-paced environment.
Ability to add, subtract, multiply, and divide using whole numbers, common fractions, and decimals, including performing these operations with American units of money.
Ability to deal with problems involving a few concrete variables using a standardized method.
Must be currently authorized to work in the United States on a full-time basis and must not require The Coca-Cola Company's sponsorship to continue working legally in the United States.
Ability to work weekdays, weekends, and holidays, with flexible shifts between 8 a.m. and midnight.
Ability to walk and/or stand continuously for prolonged periods of 6–8 hours.
Ability to climb or navigate multiple building levels using stairs or an elevator.
Ability to work in outside temperatures, including extreme heat or cold.
Ability to visually assess gauges, meters, timers, and stock levels, and respond based on training with little to no guidance.
Ability to reach overhead to lift objects up to 20 pounds.
Ability to push and pull objects up to 50 pounds.
Ability to navigate in dark areas and work in enclosed spaces.
Ability to work in noisy, crowded, and tight spaces.

Nice To Haves

Multilingual skills.

Responsibilities

Support operational functions of an assigned area or venue, including opening and closing checklists and SOPs, and ensure attraction standards are met throughout the shift.
Model exemplary guest service for internal and external guests, including selling tickets, managing access, checking in groups, directing guest traffic into theaters or galleries, restocking stations, delivering supplies, making public announcements, assisting guests with special access, and providing wayfinding.
Refer duties requiring supervisor approval to the appropriate Leader on Duty.
Assist Ambassadors with duties where appropriate, including refunds, returns, and service recoveries.
Support and train Ambassadors on Standard Operating Procedures as needed.
Maintain appropriate stock and supply levels and communicate inventory needs.
Model and uphold The Coca-Cola Company Core Values, promote brand awareness, and encourage lasting customer relationships.
Monitor guests and surrounding areas for safety concerns or hazards and follow World of Coca-Cola safety procedures.
Maintain a positive attitude and welcoming demeanor with guests and Ambassadors.
Interact respectfully and appropriately with guests with differing abilities, applying inclusion training provided by The Coca-Cola Company and World of Coca-Cola.
Handle guest situations professionally, promptly, thoroughly, and respectfully.
Complete assigned training regarding Life Safety, Evacuation, PCI Compliance, and ADA.
Handle cash and credit transactions in a fast-paced environment.
Perform other duties as assigned by the World of Coca-Cola Leadership Team.
Maintain optimal personal performance while supporting the three pillars of Retail & Attractions—Guest Obsession, Employee Dedication, and Profit Orientation—and The Coca-Cola Company Leadership Behaviors.