Guest Services Team Lead - Miami Area

Description:

Original X Productions are the operators of worldwide location based entertainment experiences including The FRIENDS™ Experience, The Office Experience, and Harry Potter – Magic at Play.  We are looking for staff who are passionate, exhibit the core values of excellence, have a commitment to safety, and value fun in everything they do.

Job Summary:

OGX is seeking Guest Services Team Leads to cultivate and foster an engaging, positive, and inspiring environment for our Guests and Team Members at The FRIENDS™ Experience - The One In Miami. This position will be responsible for delivering an outstanding guest experience by supervising the front-line team.

This position will work closely with Team Members and directly with Guests to help create an immersive, welcoming, and positive experience.  They will oversee a team of team members responsible for ticket sales, line control, and photo operations.  This part-time temporary role is expected to run through March 24, 2024.

The position pays $18.00 per hour.

Responsibilities:

• Work with the Venue Manager to ensure all elements of the attraction are working properly
• Oversee day-to-day experience floor operations including, but not limited to, ticketing, Guest Services, and photo operations
• Learn and become a subject matter expert on operations policies, processes, procedures, and standards
• Help to train and develop a world-class operations team
• Actively participate in defining the team culture and incorporating it into the operation
• Help keep the location clean and welcoming to Guests
  • Maintain cleanliness of the exhibit including sweeping floors, wiping down exhibits, and removing trash around the venue
  • Ensure all health and safety protocols are followed; work with staff stations in venue to ensure all areas are supplied with disinfectants and preventative materials (wipes, masks, gloves & sanitizers)
  • Keep exhibits clean and free of smudges or fingerprints
  • Maintain restrooms to show standard
• Assess the effectiveness of the team, providing feedback to management, and enforcing disciplinary actions as outlined in the employee handbook and training
• Enforce the dress code and operations protocols
• Maintain and oversee the daily break schedule to ensure employees get required breaks and move through assigned positions efficiently
• Manage staff timekeeping system, ensuring that team members are accurately and appropriately clocking in and out for their shifts
• Complete daily summary reports in a timely and professional manner
• Complete daily and weekly inspection checklists
• Jump in to support exhibit operations and perform duties as needed to ensure best experience to Guests
• Additional duties as assigned

Requirements:

• Must be able to move about inside the exhibit space
• Must be able remain in a stationary position more than 50% of the time
• Must be able to verbally communicate to a variety of audiences and facilitate internal and external group discussions
• Must be able to work a minimum of two shifts, one of which must be a weekend day
• Able to work a variable schedule including nights, weekends, and holidays

Benefits:

• Referral Bonus
• Paid Sick Time

Your experience & skills:

• High school diploma (or equivalent)
• At least one year experience in guest-focused business (retail, restaurant, experiential, hospitality, etc.)
• Experience using a ticketing system preferred
• Previous public speaking preferred
• Previous customer service and/or cash handling experience preferred
• Maintain grace under pressure and enjoy working in a fast-paced and fluid environment
• Excellent problem solver with the ability to troubleshoot and come up with creative solutions
• Ability to handle emergency situations in a calm and authoritative manner
• Experienced with POS systems and Gmail

Why work at Original X Productions:

For us it’s all about the fans and creating experiences they will love. We create happiness. We are an equal opportunity employer and encourage people with disabilities and from other diverse backgrounds to apply.

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