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Welcome Experience Team Lead
Merlin Entertainments
Carlsbad, CA, United States
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Description
Position Summary:
Welcome Experience Team Leads are the direct leaders of front-line MCs and are responsible for the daily operation of their designated section of the department. This includes, but is not limited to, ensuring proper staffing levels, scheduling rest and meal periods and ensuring their timely completion, maintaining proper cleanliness levels, completing MC performance audits to uphold safety, service, wardrobe and efficiency standards, and monitoring and minimizing queue wait times. This position requires high visibility in the Park in order to remain accessible to the team to support and mentor them on the job, as well as resolve any operational issues and be a resource for Guests. Team Leads work closely with the Assistant Supervisor to uphold the Guest Promise, support department and park initiatives, and ultimately move the business forward.
Scope & Responsibilities:
• Works closely and effectively with all Welcome Experience Team Leads to achieve a common goal.
• Responsible for daily scheduling and organizing breaks and meal periods within daily budget and ensuring compliance with labor law standards.
• Maintains high visibility in the Welcome Area and is prepared with all Service Recovery tools, such as Fix-It Tickets, Ride Exit Passes, and Assisted Access Passes. Available and approachable to answer questions from guests or MCs.
• Ensures department is prepared for operation daily. Including but not limited to: cleanliness, software and hardware functionality, inventory, and staffing.
• Responds to guest feedback using NFA practices.
• Provides consistent and fair recognition to all members of the team.
• Focuses on achieving KPIs and Mystery Visit targets as a part of daily operation.
• Proactive about monitoring Park attendance and adjusting staffing needs based on the needs of the business.
• Sends daily reports at close of shift.
• Under the direction of Assistant Supervisor, may be responsible for: performance management, audits, writing and issuing performance reviews and corrective actions, holding MC development meetings, and observing and providing feedback on policy compliance.
• Ensures that Department Standards (safety, service, cleanliness, efficiency, wardrobe, etc.) are maintained through MC monitoring, auditing, and training.
• Leads by example, motivating and inspiring MCs to exceed service expectations.
• Audits, recognizes and coaches MCs as needed to ensure Purpose and Role are fulfilled consistently. Maintains MC recognition programs such as the Service Excellence Card program.
• Supports the Supervisor and assists in the communication of all relevant department and company information and initiatives.
• Maintains open communication with Coordinators for any operational, training, or scheduling needs.
Background & Experience:
• Prior experience in a Theme Park setting is preferred. Experience in a trainer position or higher is a plus.
• Must have full or flexible availability and be willing to work evenings, weekends and holidays to support park operations.
• Works well in groups and promotes a team-centered environment.
• Must possess demonstrated leadership abilities.
• Must be self-motivated with demonstrable initiative and problem solving skills.
• Must be dedicated to providing outstanding service, embodying the Guest Promise, and motivating others to do so.
• Ability to work effectively and make sound decisions in a fast-paced environment is required.
• Minimum high school diploma.
• Basic computer skills with a general understanding of MS Office
Other Requirements:
• Must be willing to work flexible hours, including evenings, holidays and weekends to support park operations.