Guest Experience Supervisor - Ropes Course

Position Summary : Responsible for assisting in the overall operations and efficiency across Admissions, Guest Experience and Housekeeping. This position will deliver a unique, engaging and entertaining experience to all our guests and is responsible for providing exemplary service throughout the ropes course, in a professional and courteous manner. This role will lead a team to adhere to strict safety standards, while providing memorable guest moments. Duties & Responsibilities: Assist in the implementation of the operating policies and procedures for the Guest Experience Department. In collaboration with the Ropes Course Manager, review customer satisfaction and trends to anticipate needs and meet guest expectations. Observe and report daily facility conditions and situations to the Guest Experience Manager. Assist in the development and implementation of staff scheduling across the department to ensure efficient and appropriate coverage. Ensure all staff receive their allocated break and ensure daily coverage. Ensure the facility is clean, safe and presented to the highest of standards. In collaboration with Ropes Course Manager, ensure all admission and sales data is captured to maximize reporting potential. Monitor and manage guest experience and flow to ensure a safe and enjoyable journey. Monitor, manage and ensure all guest experience targets are achieved. Lead the Guest Experience team to deliver memorable and safe experiences to guests. Assist in the implementation of department training programs to achieve the best guest experience. Assist in the training and development of team members to provide the necessary skills and knowledge in order to perform their jobs. Entertain, engage and empower team members to reduce turnover and increase retention. Motivate and inspire team members to perform at their very best through role modeling, providing feedback, reward and recognition, respect and frequent communication. Supervision of other subsidiary attractions as required, such as Aquarium & Mirror Maze. Strive to achieve customer satisfaction KPIs in order to meet and exceed guest expectations. Manage and monitor guest experience at all times while on the course site to ensure a safe and positive experience for everyone. Follow standard operating procedures and demonstrate techniques and safety guidelines to guests. Conduct ropes course guest training. Provide course instructions to ensure a safe, successful and enjoyable experience. Guide, instruct and supervise guest safely throughout the course. Assist with equipment inventory and report equipment damage, malfunction and repair requirements Fit harnesses and correctly supervise the use of all personal safety equipment. Perform daily inspections and take inventory of the course and equipment. Clean and maintain course as required. Keep the ropes course area and equipment storage neat, clean and orderly. Keep neat and accurate operational records and logs and prepare daily reports as required Observe and report daily facility conditions and situations to the Ropes Course Manager. Keep up-to-date on all new products and offerings. Work closely with all internal and external departments to foster an outstanding and seamless guest experience throughout Union Station. Be part of a team that motivates and inspires each other to perform at their very best, through respect and frequent communication. Assist in other departments as required.