Guest Services & Park Admissions Lead

Description: 

The Guest Services Lead works alongside the help lead and supervises the Gate House Team.

Roles & Responsibilities:

• Supervise Guest Services, Ticket Sales, Group Event coordinators and Turnstiles staff Act as the Supervisor in the absence of the Guest Services & Admin Supervisor
• Participate in team training sessions, track and record individual training progress for all Gate House Staff
• Coordinate daily breaks and rotations for Gate House staff
• Enforces uniform standards and regular practice of the 5 Key Points of Guest Service for all staff
• Ensure all Guest Communications are responded to through the Fresh Desk App
• Assist department manager to ensure birthday parties and other group events are prepared and executed accordingly and that all billing is processed in a timely manner
• Respond to Guest inquiries and complaints and log all guest feedback
• Employee Scheduling & Productivity: Prepare weekly employee schedule software for Guest Services, Ticket Sales
• Manage Employee communications related to schedule availability and time off requests
• Enforces uniform standards and regular practice of the 5 Key Points of Guest Service for all staff

Qualifications/Requirements: 

• Effective communication skills, both verbal and written
• Strong customer service and interpersonal skills
• The ability to stay calm and keep a professional attitude at all times
• Excellent Customer Service skills (Previous Experience preferred)
• De-escalation skills
• Problem solving skills: Guest Services Leads should be adept at resolving guest issues or complaints quickly and efficiently. This may involve making decisions on the spot or escalating issues to higher management
• Positive friendly attitude
• The ability to work in a team dynamic
• Attention to detail
• Good Communication Skills
• Basic understanding and use of technology
• Flexibility and Adaptability

Staff Incentives:

• Discounted Tickets and Season Pass sales to all Santa’s Village Employees
• Discounts on dining, drinks, and merchandise
• Santa’s Village is committed to hosting Team Building and Social Events for all members of #TeamSanta