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VIP Team Lead
Merlin Entertainments
Carlsbad, CA, United States
Job Details - this job has expired, please see similar jobs below
Description
Position Summary:
Supports Model Citizens and department management through recruitment, coaching, performance management and day-to-day operation. Oversees all Host Training. Works with the VIP Coordinator and VIP Unit Lead to assist in day to day operation of VIP Experiences, including billing and guest recovery.
Key Objectives:
1. Responsible for overseeing Hosts and supporting them in order to create memorable experiences our VIP Experience Guests.
2. Oversees new hire and department training to ensure VIP is one of the most knowledgeable departments at the resort.
Ensures company profit protection and PCI requirements are followed at all times within department.
Main Responsibilities:
1. Operations
• Responsible for VIP Experience operations.
• Supports department strategy for guest recovery.
• Works alongside VIP Coordinator and Unit Lead to ensure hosts are prepared for their VIP Experience
• Works as a host as needed
• Assists Unit Lead with day of Galaxy Issues and guest recovery
• Works with Unit Lead and VIP Supervisor to ensures SOPs and competencies are up-to-date and correctly utilized.
• Point of contact for VIP Hosts while they are out in the park
• May cover VIP Coordinator shifts as needed
• May cover model builder shifts as needed
2. Marketing
• Supports the VIP Management team with ideas to improve marketing, and ensures ideas from VIP Hosts are communicated as well
• Point of contact for VIP Host driven sales
3. Financial
• Works closely with VIP Coordinator to ensure all hosts comply with VIP and Merlin policies regarding receipts, credit card usage, PCI compliance, and cash handling.
• Works closely with the VIP Coordinator to ensure that guests are being charged correctly
4. Development
• Involved in hiring VIP Host positions.
• Develops and delivers guest service and on-the-job training materials.
• Communicates regularly with team to establish and meet development goals.
• Oversees all training and ensures OJTs have all needed materials and all hosts are up to date on park and product information
5. People
• Works with WWTK Champion to ensure targeted Wizard Wants to Know survey scores are met within VIP
• Helps develop, implement, and facilitate incentive programs for VIP Team
• Ensures VIP Hosts have all tools necessary to deliver the best VIP Experience possible
• Coaches and Leads VIP Hosts to success
• Acts as liaison from VIP Hosts and VIP Management as a point person for team and Resort
6. Health & Safety:
Team Leads are responsible for all aspects of Health, Safety & Security within their team, in line with the Group Policy (HS001). In particular, they must ensure that risk assessments have been carried out, that safe working procedures are in place for all work activities, and that all employees in their teams are aware of the Group Health, Safety and Security Policy and their obligations under it. They must ensure that safe working practices are monitored and that risk assessments and procedures are reviewed regularly. Where incidents do occur, they must ensure that they are investigated appropriately and that where necessary, corrective action is taken to ensure that such incidents are not repeated.
Physical Requirements:
Sitting - Frequently (34 - 66%)
Standing - Constantly (67 - 100%)
Walking - Constantly (67 - 100%)
Lifts & Carries - Up to 10 pounds, Frequency - Constantly (67 - 100%)
Lifts & Carries - 11 - 24 pounds, Frequency - Frequently (34 - 66%)
Lifts & Carries - 25 - 34 pounds, Frequency - Occasionally (1 - 33%)
Lifts & Carries - 35 - 50 pounds, Frequency - Occasionally (1 - 33%)
Twisting - Occasionally (1 - 33%)
Bending - Frequently (34 - 66%)
Squatting/Kneeling/Crawling/Climbing - Frequently (34 - 66%)
Pulling - Up to 10 pounds, Frequency - Occasionally (1 - 33%)
Pulling - 11 - 24 pounds, Frequency - Occasionally (1 - 33%)
Wrist Deviation (Side to Side) - Occasionally (1 - 33%)
Hand/Wrist Repetitions (Up and Down) - Occasionally (1 - 33%)
Reaching - Occasionally (1 - 33%)
Grasping - Simple: < 50 pounds
Manual Dexterity/Strength - Gross motor, light - moderate strength
Manual Dexterity/Strength - Fine motor, light - moderate strength
Pushing - Up to 10 pounds, Frequency - Occasionally (1 - 33%)
Pushing - 11 - 24 pounds, Frequency - Occasionally (1 - 33%)
Visual Requirements:
Close eye work (small figures)
Color discrimination
Minimal color discrimination
Normal color discrimination
Other: Depth perception, distance vision, ability to focus
Hearing Requirements:
Hearing Requirements - Special requirements, able to consistently fulfill communication needs
(alarms, phone ringing, conversation, clear acuity within 100 feet)
Working Conditions:
Temperature - < 15 degrees Fahrenheit
Crawl Space/Cramped Position - Exposed < 1 hour per day
Other:
Hosts are expected to be able to ride all rides at LEGOLAND California including all levels of Knight's Tournament
The duties & physical requirements listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties & physical requirements does not exclude them from the position if the work is similar, related or a logical assignment to the position.