Team Lead, Guest Relations

Description

What the role is all about

The Team Lead, Guest Relations is a member of the Guest Experience Operations Team reporting to the Director, Guest Experience. This position is responsible for assisting the Manager, Guest Relations with overseeing the general day to day operations and the supervision of the entire Guest Relations team. As the first point of contact for the Win Sport customers, this position must inspire the Guest Relations team to always put customers' needs first and consistently display a professional and friendly attitude.

The individual will work to ensure the effective running of the operation within Guest Relations, including the Front Desk, Call Centre, Rentals & Tech Shop and Mini Golf while providing support to the other areas of the organization when required.

• Ensure adequate balance between schedule coverage and labor is maintained throughout day-to-day operations of all Day Lodge venues in Guest Relations
• Opening & closing of venues, maintaining cash floats and assisting with reconciling cash outs at end of day; ensuring team members are completing daily checklists
• Coach and mentor all Guest Relations team members through Leadership support and effective communication
• Conduct regular performance check-ins and assist with goal setting for frontline team members; provide feedback and monitor progress; identify areas of improvement and provide additional training to help them succeed
• Assist with designing, implementing and maintaining team member training programs and manuals in conjunction with the Guest Relations Manager
• Assist with facilitating training of all new team members
• Conduct daily, weekly & monthly reconciliation of Sunshine Cards and Canadian Lift tickets
• Perform daily edits and updates of timecards, time off requests and shift swaps to prepare for bi-weekly payroll submission
• Participate in regular communication with team members from other departments to stay up to date on key operational information; ensure all updates are clearly communicated and cascaded down to frontline GR team members in a timely manner
• Support and facilitate the bi-annual switch between winter and summer seasons; assisting the GR Manager with feedback on contract extensions and number of required team members in shoulder seasons
• Track, organize and manage any maintenance, supply orders, and set up required for proper operation of all Guest Services areas, including the Rental and Tech Shop.
• Foster a guest-focused culture by collaborating and resolving customer concerns within and outside of the Guest Relations work areas
• Always demonstrate a safe work practice by adhering to all Win Sport safety policies and procedures and ensuring one’s own safety is preserved along with the safety of fellow team members, direct reports, and Win Sport guests
• Administrative tasks and other duties as required

• 3+ years’ experience in relevant customer service roles
• 2+ years’ experience leading/supervising a team
• Ability to work effectively within a team with a strength in multi-tasking under stressful and busy circumstances
• Excellent written and verbal communication skills
• Strong attention to detail and organizational skills
• Ability to handle conflict and make independent, time-sensitive decisions
• Proficiency in all office products
• Experience working with point of sale (POS) software and daily cash reconciliations
• Flexible and willing to work a variety of days/shift times and hours including evenings, weekends, and holidays
• Previous experience working in a rental shop, tech shop, call center, front facing with guests or similar environment is an asset

• Standing, sitting and walking for prolong periods of time
• Office and outdoor environment
• Shifts including daytime, evening, weekends and holidays on a scheduled basis throughout the year (including busy seasons and shoulder seasons)

• Aligns daily work to shared team and partner goals.
• Addresses breakdowns early, including with external partners.
• Reinforces shared accountability for results.
• Safety
• Sets clear safety expectations on shift.
• Addresses unsafe conditions or behaviours…