Lead Ambassador, Guest Experience

Coca-Cola•Atlanta, GA

About The Position

The Lead Ambassador supports operations at World of Coca-Cola, delivering exceptional guest experiences, best-in-class health and safety standards, and revenue and profit performance. In the absence of a 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 Lead Ambassador collaborates with employees and partners, applying customer service, communication, and leadership skills to help ensure an exceptional experience for every guest. The role consistently supports one of the following areas: Café Operations, Entrance Operations, Tours & Character Operations, Workplace Operations, Welcome Experience, 1st Floor Exhibit Space Operations, or 2nd Floor Exhibit Space Operations. It is full-time, up to 40 hours per week, with flexible shifts between 8 a.m. and midnight, including 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 address 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 employment-based visa sponsorship.
Ability to work weekdays, weekends, and holidays, with shifts varying between 8 a.m. and midnight.
Ability to walk and/or stand continuously for prolonged periods of 6–8 hours; navigate building levels by stairs or elevator; work in outside temperatures including extreme heat or cold; visually assess gauges, meters, timers, and stock levels and react based on training with little to no guidance; reach overhead to lift objects up to 20 pounds; push and pull objects up to 50 pounds; navigate in dark areas and work in enclosed, noisy, crowded, and tight spaces.

Nice To Haves

Multilingual skills.

Responsibilities

Support the overall operations 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 while selling tickets, providing access control, checking in groups, managing guest traffic into theaters or galleries, restocking stations, delivering supplies, making public announcements, assisting guests with special access, and providing wayfinding assistance.
Refer duties requiring supervisor approval to the appropriate Leader on Duty.
Assist Ambassadors with refunds, returns, and service recoveries where appropriate.
Support and train Ambassadors on Standard Operating Procedures as needed.
Monitor 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 potential safety concerns or hazards and follow World of Coca-Cola safety procedures.
Maintain a positive, welcoming demeanor with guests and Ambassadors.
Interact respectfully and appropriately with guests with differing abilities and apply inclusion training.
Handle guest situations professionally, promptly, thoroughly, and respectfully.
Complete required 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 Retail & Attractions pillars of Guest Obsession, Employee Dedication, and Profit Orientation, as well as The Coca-Cola Company Leadership Behaviors.