Seasonal Visitor Services Team Lead PT, at Assiniboine Park Conservancy

Compass Canada•Winnipeg, MB

14h•Onsite

About The Position

Reporting to the Manager, Guest Experience, the Visitor Services Team Lead will ensure a 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 exceeds 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, maintaining workplace 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

A high school diploma and/or GED equivalent.
Minimum 2 years of experience using POS/computer systems.
Proficiency with data entry and computer programs, including Microsoft Office software (Word, Excel, Outlook.
Proven ability to communicate effectively in person, through email, and by telephone.
Excellent customer service and communication skills with the ability to provide a positive and engaging visitor experience.
Experience in training, coordinating, and overseeing staff.
Candidates must be physically capable of safely performing the duties of the position, which include standing for long periods of time, working in all types of weather, and lifting up to 40 lbs.
Must demonstrate strong communication skills with the ability to follow directions, demonstrate a high sense of urgency, and be a friendly team player.
Candidates must consistently demonstrate the following competencies: Customer Service, Team Work & Cooperation, Communication Skills, Technical & Organizational Skills, Problem Solving & Decision Making, Change & Innovation, Accountability, Business Understanding & Results Oriented and Diversity & Inclusion.

Nice To Haves

Post-secondary or equivalent in business, tourism, or hospitality is considered an asset.
1-year supervisory experience considered an asset.
Knowledge of Data Management Software or Ticketing Software preferred.
Cash balancing and loss prevention are considered assets.
Experience in conflict management and resolution.
Highly effective sales and interpersonal skills in order to quickly build rapport and provide extraordinary experiences to Zoo and Park visitors.
The ability to speak additional languages would be considered an asset.

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 Programming events while ensuring staff are as knowledgeable.
Handle visitor comments and complaints and escalate to a supervisor when required
Develop a high level of product knowledge to educate visitors about the park and zoo
Is a role model for change and encourages 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 the Visitor Services department, including POS/computer systems (Galaxy), turnstiles, automated ticketing kiosks, and G4S equipment.
Support the Dispensing and Depositing of floats daily for both business units, as well as G4S troubleshooting
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 procedures, including but not limited to Lost & Found, vouchers, troubleshooting, memberships, etc.
Monitor supply of brochures and marketing material. Maintain a 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 the 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.