Guest Experience Supervisor Margate, England
Job description
About us:
Dreamland Margate is a multi-faceted invigorating business with a very bright future, our clear vision is to become a year-round entertainment destination for all audiences. The amusement park has undergone a multi-million-pound investment as well as hosting various music events making Dreamland a must see visit attraction this year.
What we are looking for:
A Guest Experience Supervisor to join the team on a casual worker basis for the Dreamland 2023 season.
This role will entail Supervising the Guest Experience Assistants ensuring excellent visitor experience.
You will be tasked with managing up to 8 Guest Experience Assistants across park days and events.
You will need experience in handling and responding to customers both in person and online, managing teams and a good understanding of Microsoft Office. You must be forward thinking and constantly seeking out best practice in customer service.
You will be responsible for ensuring the motivation of your team, leading by example and delivering the highest standards in customer care. In doing so you will be responsible upholding Health and Safety, ensuring our staff and guests are safe at all times.
Motivate and inspire your team ensuring all hosts within the department are following the policies and procedures set out by Dreamland.
Roles and responsibilities are:-
· Troubleshooting Admissions related issues (i.e. queues, technical problems and escalations)
· Ensuring the company policies are followed by the whole team and any discrepancies are raised immediately to the Senior Management Team.
· Ability to work independently but also as part of a diverse team on a flexible basis.
· Delegate areas of responsibility to perform the day-to-day operations to the GE Hosts.
· Ensure the GE team are performing their duties in line with procedures outlined within the departmental training and to report any issues to the Senior Management Team.
· Support the recruitment and training of the seasonal team, identifying areas for increased/decreased staffing levels.
· Ensure Health and Safety are your primary concerns and you and your team are operating in line with the code of safe working practice.
· Communicate effectively across the Front and Back of House Teams, as well as across multiple departments.
· Monitor and maintain Payment Card Industry Compliance and action any problem areas with immediate effect
· Ensure GE records are kept up to date, including Training, Sickness, No Shows, Late, Performance Management and Daily Working Hours
· Attending and participating in Daily Briefings, Socials and Activities
· Have knowledge of all relevant emergency procedures, carry out safety inspections (i.e. Roller Disco) and report any unsafe conditions
· Deal with guest escalations and be the first point of contact for the team
· Ability to take ownership
· Motivate and empower the team
· Ensure all staff follow the company policies and procedures
· Ability to think on your feet and make important decisions when necessary
· Creative and innovative ways of operating
· Ability to work alone and as a team as and when required
· Hands on approach and may be expected to jump in as and when required to support the operation
Person Specification
Essential:
- Till Experience (Point of Sale) from a retail, tourist or other related field.
- Proven ability to lead a team.
- Previous Team Leader/Supervisor Experience in a related field
- Ability to Prioritise
- Work under pressure and deadlines
- Strong numeracy and attention to detail
- Able to motivate a team
- Creative Thinker
- Communicate effectively
Desirable:
- Tourist Attraction/Hospitality Experience
- Clear objectives achieved from goals set whilst leading a team
- First Aid Training
- Additional Languages
For the full job description, person specification and to apply directly for this role please visit our website www.dreamland.co.uk/work-with-us
Job Type: Temporary contract
Salary: £10.60-£10.90 per hour
Benefits:
- Casual dress
- Company pension
Schedule:
- Weekend availability
Work Location: In person
Application deadline: 12/05/2023
