Job Abstract

The Lead is responsible for supervising shifts in the absence of or in addition to supervision.  Maintain a safe and friendly environment for our Guests.  Communicates with the supervisor on duty and/or leave communication (i.e., written or e-mail) for management reporting any issues.  Responsible for ensuring staff adhere to all department policies and procedures.  Assist with training and coaching; redirect as neeced.  . Demonstrates excellent communication skills with all contacts and models desired behaviors at all times.  Completes monthly tasks as assigned.

For Irvine Spectrum Center (“ISC”), incumbent will be responsible for providing a fun, safe environment for guests riding attractions.

Overall Responsibilities Include 

• Establish and maintain open communication with Guest Services management.
• Coach staff regarding daily operation and safety procedures.
• Ensure excellent service delivered to guests.
• Ensure Maintenance is notified immediately of any maintenance issues.
• Ensure Security is promptly notified of any situations and/or incidents requiring their assistance.
• Assist in training new hires.
•  Ensure SOPs and grooming/uniform guidelines are followed by Guest Services staff.
• Model desired behaviors at all times.

Opening Shift Responsibilities

• Ensure shuttles, train, kiosks, and attractions (ISC) are opened on time. Alert management of any delays or issues.
• Conduct opening pre-shift and set position points.
• Ensure staff breaks are given in a timely manner and appropriately.
• Ensure safety procedures are followed at all times.
• Ensure proper loading and unloading guests on all shuttles, train, and attractions (ISC).
• Ensure safety checks are adhered to and closely monitored.
• Ensure staff members are providing outstanding guest service. 
• Handle any guest concerns effectively and efficiently.
• Share any pertinent information with night Lead
• Ensure the work areas are kept neat and clean.
• Ensure cash handling procedures are followed appropriately.  Utilizes and ensures staff is using all anti-counterfeit tools and procedures are followed.
• Perform other duties and projects as assigned or requested.

Evening Shift Responsibilities (the duties listed in the Opening Shift Responsibilities, plus the following):

Ensure closing cash handling procedures are followed and revenue for the day is secured in the safe.

Ensure kiosks are closed according to schedule and are locked with the lights turned off at the end of the evening (ISC).  Check that all areas have been restocked properly.

Record any issues in the digital logbook and/or leave communication for next shift management team.

• Minimum high school degree or general education diploma (GED).
• Minimum of 1 year experience in retail, retail sales, hospitality or guest service preferred.
• Must be at least 19 years of age.
• Strong interpersonal skill; ability to communicate effectively verbally and in writing
• Effective leadership abilities and customer service skills
• Excellent organizational skills.  Flexible outlook toward task management; ability to quickly prioritize and multi-task
• Attention to detail and accuracy
• Beginning or Intermediate knowledge of MS Word and Excel
• Clean DMV record.
• Minimum of four 4 hour shifts of availability required.
• Must be able to work a varied schedule including days, nights, weekends and holidays.