Lake Compounce - Seasonal Guest Experience Senior Supervisor

Herschend • Bristol, CT

2d • Onsite

About The Position

The Guest Experience Department is responsible for delivering amazing customer service and maintaining exceptional first impressions for both prospective and existing guests. The Guest Experience Senior Supervisor is tasked with overseeing the operations for admissions, parking, ticket and pass processing, guest relations, and any other associated areas. In addition to managing and motivating a large number of hosts, this position will interact with guests on a daily basis to ensure maximum satisfaction The ideal candidate will embrace being an ambassador for the park and the brand, by delivering ultimate guest satisfaction, expert knowledge, trusted leadership and financial responsibility throughout all assigned operations.

Requirements

• High School Diploma or equivalent preferred
• 3+ years of work experience in a similar role
• Must be at least 18 years of age to comply with Connecticut Child Labor Laws
• Ability to work flexible schedule, including evenings, weekends, and holidays
• Ability to work hours that extend between 9am to 5pm
• Must possess exceptional customer service skills, with an ability to resolve questions, problems, issues, and concerns in a positive and professional manner
• Ability to speak with guests directly while maintaining a high degree of professionalism
• Ability to handle high-pressure situations, meet the demands of constant deadlines and coordinate multiple priorities in a dynamic environment.
• Must possess strong written and verbal communication skills
• Must possess strong attention to detail and problem-solving abilities
• Must be proficient in Microsoft Excel, Word, and Power Point.
• Ability to stand, walk, and remain on feet for majority of the workday
• Ability to occasionally stoop, twist, kneel, bend, squat, or reach above shoulders
• Ability to remain sedentary for extended periods of time, while using a computer or POS equipment
• Ability to carry, push, pull, lift, and hold objects weighing 20 pounds or more

Nice To Haves

• 1-2 years of previous supervisory experience a plus
• Previous amusement park, theme park, or waterpark experience highly desired but not required
• Ability to read, write, and speak fluent English; Spanish or other bilingual language skills are a plus.

Responsibilities

• Supervise the daily operations of the Guest Experience team and any other assigned departments
• Lead by example, attitude, and as a representation of Lake Compounce’s core values
• Act as an approachable mentor and coach to all assigned hosts
• Ensure compliance with company and industry best practices, policies, and procedures to create a safe and productive environment for colleagues and guests.
• Become knowledgeable of performing the essential duties of all guest experience positions and backfill these positions when needed
• Participate in all aspects of supervision of assigned employees, including training, performance coaching, and discipline.
• Ensure that all required meal and other breaks are being given in accordance with Connecticut law
• Assist with team scheduling and timekeeping activities
• Delight the guests with exceptional customer service and a guest-centric approach
• Oversee guest arrival process including parking fee transactions, in-park ticket sales, season pass processing and turnstiles
• Ensure compliance with all PCI related standards, policies and procedures
• Oversee customer relations efforts, including customer relations office, call center operations and replies to customer inquiries via telephone, email and other media channels
• Interact with guests on a face-to-face basis, asking for feedback, and promptly addressing concerns.
• Ensure tickets and products are setup correctly within POS and Inventory system in Workday
• Perform administrative duties including assisting with entering daily revenue, typing, preparing reports, and ordering supplies in coordination with revenue and park leadership
• Ensure that all team members are enforcing park entrance and exit policies
• Immediately report security, safety, or maintenance concerns to the proper channels
• Promptly notify the security team or the operator of team member and guest injuries or emergencies
• Ensure that all Front Gate protocols are executed during emergencies or inclement weather situations
• All other duties assigned by leadership

Benefits

• Flexible schedule
• Ability to cross-train and learn unique skills across various departments
• Free admission to Lake Compounce and all Palace Entertainment parks on your days off
• Invitations to exclusive company-sponsored employee events throughout the season

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED