Position:

The Shift Lead assists with the management of the Guest Service/Volunteer Services Department(s) including, but not limited to, providing Guest Services support to all guests, monitoring daily operations, managing and training staff/volunteers, maintaining the volunteer management system, interviewing candidates, and maintaining electronic files. The Shift Lead works weekends, at least 2 weekdays, holidays, and occasional evening shifts.

Responsibilities:

Guest Service

• Develop and maintain positive relationships with staff, volunteers, and volunteer groups.
• Provide friendly and professional interaction to both guests and employees of all levels.
• Provide appropriate guest recovery as needed.
• Provide guest service training and coaching to staff/volunteers as needed.
• Ensure the general operation is ready to provide a high level of service and anticipate guest needs.
• Plan and monitor the execution of all state and company mandated breaks and/or lunches for staff.
• Have working knowledge of all rides, attractions, and exhibits to perform the job and provide coaching or training to employees as needed.
• Implement and execute cash handling procedures including but not limited to issuing starting day funds, cashing out staff, dealing with point of sales issues, and providing approvals.
• Ensure safety of staff, volunteers, and guest on company property.
• Assist with all operational needs as assigned

Management

• Role model company guidelines, policies, and procedures.
• Provide consistent and accurate communication to team members.
• Ensure that staff/volunteers are trained and held to the latest standard of operations.
• Coach and document staff/volunteers for performance as needed.
• Acknowledge and recognize staff members for performance when appropriate.

Volunteer Services

• Assist Volunteer/Guest Services Manager organize, train, and manage volunteers during normal daily operations as well as during special events
• Using volunteer management software, track and maintain volunteer progress from application through retirement
• Track volunteer service hours and manage volunteer recognition pieces
• Organize and implement volunteer trainings including New Volunteer Orientation
• Arrange and conduct new volunteer interviews

Qualifications:

• High school diploma required; Bachelor’s degree preferred
• 1-2 years of experience in a support role, preferably in a customer service or operations environment.
• Experience working in an educational institution desired
• Experience working with teens in an organized setting preferred
• Strong attention to detail.
• Strong knowledge of Microsoft Office Suite
• Excellent written and verbal communication skills, with an ability to interact positively with members and staff.
• Strong interpersonal and public speaking skills
• Ability to work collaboratively in a team environment.

What’s In It For You:

• Medical, dental, and vision insurance.
• Optional supplemental insurance coverage.
• 401K with company match eligibility after one year for full-time employees.
• Free admission benefits, including general admission tickets and special event tickets.
• Discount on on-site dining and shopping.
• Employee discounts through ADP.
• Accrued paid time off for full-time employees.
• 10 Paid company holidays.