Visitor Services Team Lead Seasonal Part Time at Assiniboine Park

Compass Canada•Winnipeg, MB

6d•Onsite

About The Position

Reporting to the Manager, Guest Experience, the Visitor Services Team Lead will ensure superior visitor experience and value proportion when visiting the Zoo, Park, and the Leaf. The Visitor Services Team Lead will promote an engaging and positive work environment, while ensuring the team consistently delivers exceptional customer service and exceed guest expectations. The Visitor Services Team Lead will have an additional level of leadership to assist with delegating tasks, problem solving, and fulfilling administrative roles. Additional responsibilities include mentoring and training new employees, workplace maintenance standards, and monitoring supply levels for all Visitor & Retail Service functions. The Visitor Services Team Lead will be expected to perform the duties of a Visitor Services Representative as required.

Requirements

Superior visitor experience and value proportion when visiting the Zoo, Park, and the Leaf.
Engaging and positive work environment.
Exceptional customer service and exceed guest expectations.
Delegating tasks, problem solving, and fulfilling administrative roles.
Mentoring and training new employees.
Workplace maintenance standards.
Monitoring supply levels for all Visitor & Retail Service functions.
Perform the duties of a Visitor Services Representative as required.

Responsibilities

Coach and train staff daily on how to provide extraordinary customer service to enhance visitor experience while providing a positive role model
Work to achieve sales goals daily based on budgets as well as maintaining overall expenses.
Inform guests about membership benefits and Park Programing events while ensuring staff are as knowledgeable.
Handle visitor comments and complaints and escalate to supervisor when required
Develop high level of product knowledge to educate visitors about the park and zoo
Is a role model for change and encourage others
Is open to feedback and gives positive feedback
Perform duties of Visitor Services Representatives as required and lead by example
Keep open communication with other departments and inform VSRs of any changes/information that pertains to the Zoo/Park.
Work with volunteers to ensure they are aware of each day’s schedule/information.
Take a lead role in implementing emergency procedures as required.
Answer the phones and emails in a professional and courteous manner.
Understand and be able to train on and troubleshoot software used by Visitor Services department including POS/computer systems (galaxy), turnstiles, automated ticketing kiosks, G4S equipment.
Support the Dispensing and Depositing of floats daily for both business units as well as G4S Trouble shooting
Inform management when any forms/information becomes out of date or when supplies need to be ordered and support procurement.
Recommend procedural improvements to staff roles, visitor flow and Galaxy functions.
Monitor and maintain tracking and filing procedure including but not limited to Lost & Found, vouchers, troubleshooting, memberships etc.
Monitor supply of brochures and marketing material. Maintain clean and proper display area
Ensure monthly renewal mailing notifications are completed on time
Monitor the webstore and support as required.
Ensure work areas are kept professional, clean, and presentable.
Support supply replenishment as needed
Enter group bookings into Order Entry
Completes daily sales reconciliation and investigates discrepancies before submitting to Assistant Manager
Support and monitor tickets or membership card printing and pick up.
Escalate issues as required
Adhere and comply with all Compass Group Canada & policies, safety regulations and safe work practices that will ensure a safe work environment.
Maintain a professional image while working and provide extraordinary experiences to our park visitors while performing daily work activities.
Demonstrate the ability to establish and maintain positive and inclusive relationships with co-workers, volunteers, and visitors.
Demonstrate a commitment to the principles of equity and diversity, and proven ability to work effectively with a diverse population.
Perform other related duties and responsibilities as required.