Setting the standard of service excellence, you as a Guest Experience Team Lead act as the liaison between front-line guest experience staff and guest experience supervisors. Upholding the organizational commitment to exceptional service, our guest experience team leads train, role model, mentor, and guide our Guest Experience Representatives. Modeling service standards as a Team Lead you act as an ambassador for all guest-facing teams in our facility who are responsible to set the stage for the Community Knowledge Campus's first impression.
As a Team Lead you have a comprehensive understanding of the balance between Community Knowledge Campus fitness, health & wellness programs, ice arena programs and services, and the City of Grande Prairie's business direction, process, and vision. You also provide the motivation and apply the importance to key performance indicators by attaining repeat customers through drop-in and membership revenue. All of this relates to the most important decision-making factor for our guests which is experience.
The Guest Experience Team Lead reports to the Guest Experience Supervisor.
Responsibilities
Successful candidates are committed to the safety and well-being of both internal & external customers by providing exceptional customer service in a variety of situations in person, at reception areas, on the telephone, and through email.
You contribute to the revenue of the department through the sale of memberships, promotion of programs and services to all prospective members, participants, and businesses. You reach sales goals and objectives by working as a team to set relevant targets and promotional goals.
As an integral part of customer care, you must watch for clues in the details, take initiative to follow through to fix, challenge, change, and fully complete requests. It is your responsibility to take ownership, seek solutions, and always keep a focus on what is best for future business.
As a Guest Experience Team Lead you model exceptional service both on-stage and off-stage. You must be approachable and caring, ready to engage with our guests, providing current and accurate information along with guidance on how we can help to maximize all requests. You must radiate positivity and be conscientious in your work, whether working independently or in a team environment. You are a detail-oriented person with an awareness that your work impacts the success of the entire team and departmental goals. You are able to take immediate action and problem solve quickly to benefit the health, wellness, and safety of the team and our guests. You are polite, informative, knowledgeable, efficient and proficient in all the work that you do.
You Bring
- Two years of post-secondary education in Office Administration, Business Administration, or Hospitality; or an equivalent combination of experience.
- 2 years experience in a customer service role. -Strong communication skills both verbal and written. -Sales experience preferably value-based selling.
- Proficiency in cash handling and reconciliation. -Fitness, health, wellness, or recreational experience necessary.
- Able to provide a level of leadership that motivates others around you.
- Fosters partnerships by building trust, listening to others, and involving them in decisions while adjusting alongside the team to the needs of a demanding workload.
- Demonstrate customer service excellence and skills including dealing with difficult customers.
- Ability to work independently and as part of a team.
- Ability to make independent and sound decisions in a fast-paced environment.
- Confidentiality and integrity in personal behavior and interactions, strong work ethics, and proficient attention to detail.
- Strong computer skills: Microsoft Office Programs (Outlook, Word, Excel & Access) experience with a recreation management system, time entry software, Moneris.
- Enthusiastic can-do attitude, highly self-motivated, detail-oriented, and a well-developed sense of drive.
Hours
Guest Experience Team Lead position involves working non-traditional office hours on a rotating schedule, 35-hours per week.
Departmental hours of operation Monday-Saturday from 5 am-11:30 pm and Sunday from 7:30 am-10:15 pm.
Rotation will include shift work during evenings and weekends.
At the City of Grande Prairie, we recognize and value that people have lives outside of work. We offer flexibility with scheduling, have higher than minimum vacation entitlements and comprehensive benefits that not only cover you when you're sick but encourage you to be well. We have wellness events, social activities, community fundraising activities and a supportive work environment where you can grow your career.
Salary/Wage
$29.65 to $36.42 per hour
