Position Summary

This position will deliver a unique, engaging and entertaining experience to all guests and is responsible for providing exemplary service in a professional and courteous manner throughout the Ropes Course, Mirror Maze, and Selfie Express.  This role will also adhere to strict safety standards, while providing memorable guest moments.

 

Duties & Responsibilities 

• Adhere to company policies and procedures. 


• Strive to achieve customer satisfaction KPIs in order to meet and exceed guest expectations.  


• Educate, entertain and inspire guests throughout their experience. 


• 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 Guest Experience Supervisor.  


• Keep up-to-date on all new products and offerings. 


• Provide unique and memorable experiences to guests. 


• Attend training programs to achieve the best guest experience.  


• Ensure all admission and sales data is captured to maximize reporting potential.   


• 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.


• Previous experience in a customer, retail or guest services position preferred.  


• Some cash handling experience preferred.  


• Excellent verbal and communication skills required.  


• Strong listening, presentation and decision-making skills. 


• Ability to anticipate guests’ needs and tactfully deal with unsafe guest behavior. 


• Must pass ropes course certification. 


• Technically minded, with ability to learn Point of Sale system.  


• Creative problem solver who thrives when presented with a challenge. 


• Energetic and eager to tackle new projects and ideas.