Guest Engagement Team Lead
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Key skills for this role
About the Role
The Team Lead is responsible for the hands-on facilitation and oversight on the floor, role model guest engagement and introducing ideas for enhancement of the galleries and Hop.
Key Skills for This Role
Responsibilities
- Provide impeccable service to Hoppi guests including children, parents, caretakers, and other visitors.
- Model appropriate adult child interactions and exemplary customer service; provide leadership on the floor.
- Supervise, coach, and lead 1 on 1 check in meetings with Hoppi front of house colleagues.
- Conduct daily briefings to ensure the team is well informed and ensure seamless communication.
- Oversee floor and program facilitation, leading activations and events including birthdays, fieldtrips, and camps.
- Handle all guest concerns and questions around offerings, events, approach, and galleries; resolve low level conflicts.
Requirements
- Experience in guest engagement, customer service, or team leadership in a hospitality or entertainment setting.
Full Job Posting
Role Overview
- The Team Lead is responsible for the hands on facilitation and oversight on the floor, role model guest engagement and introducing ideas for enhancement of the galleries and Hoppi venue.
- The Team Lead helps to train, coach and supervise Hoppi front line colleagues regarding interaction, facilitation and the guest experience.
- They take a proactive approach, leads by example, and engages with colleagues inside and outside of their domain.
Key Responsibilities
- Provide impeccable service to the Hoppi guests including children, parents, caretakers, and other visitors.
- Model appropriate adult child interactions and exemplary customer service with Hoppi guests and partners; provide leadership on the floor in alignment with Hoppi core values.
- Help nourish and sustain a culture of guest centricity, cohesion, playfulness, and positive reinforcement.
- Supervise, coach and lead 1 on 1 check in meetings with Hoppi front of house colleagues working on the reception and within the galleries.
- Managing team building activities and initiatives on a periodic basis which are combined with training/conversations/communication etc.
- Conduct daily briefings to ensure that the team is well informed and ensure seamless communication with all colleagues.
- Role model behavior (leading by example) in guest engagement, setting world class standards for him/herself and providing specific/tangible guidance to the team to enable them to strive for excellence.
- Overseeing floor and program facilitation, leading activations and events (including birthdays, fieldtrips and camps), managing daily schedules and daily briefings.
- Taking initiative to jointly set objectives with the Venue Manager, collating guest feedback for improvement, identifying trends in terms of guest constraints and proactively suggesting ideas for mitigating those constraints, structuring the work and improving the business.
- Handling all guest concerns and questions around our offerings, events, approach, and galleries. Resolving low level conflicts with and in between guests.
- Positively influencing guest decisions in terms of their purchases (example: converting a single visit into a membership).
- Having a conscientious approach and mindset to procurement, variable staffing, and other costs.
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