JOB PURPOSE

?To effectively monitor the visitor experience via use of standard checklists and continuous monitoring of on-site activity

?To monitor quality standards and procedures via ‘walking and testing the attraction’ at regular intervals throughout each day, to include: watching talks, shows and testing rides and communicating regularly with guests

?To eure all fit aid kits are ipected and re-filled weekly and that supplies are ordered.

?To eure that company standards of Health & Safety are maintained at all times.

?To oveee the daily security of all cash on site and to monitor compliance with the cash handling requirements of the operatio manual.

?Eure the highest possible standards of Guest Service, presentation, technical operation and Safety in all operational areas of the attraction.

?To be fully trained to cover all aspects of both commercial and guest experience operatio.

?Respoible for management of team, setting objectives, probationary reviews, appraisals and training.

?Supporting the Operatio Management Team creating a generic “profile” of an ideal employee to assist in recruiting team membe.

?Adopts an enthusiastic, assertive and passionate approach to Customer Service, and demotrates the Group values at every opportunity.

?Overall respoibility for scheduling of assigned core teams to eure proper coverage and staff utilization for the delivery of customer service to our guest.

BUSINESS IMPACT/RESULTS

?To monitor visitor surveys on a daily basis and communicate those results to the site team and to highlight and eliminate problem areas.

?To feedback comments, propose training needs and operational changes in order to continually improve the delivery of the experience.

?Takes an active role in devising and implementing Customer Service strategy.

CREATIVITY & COMMUNICATION

?Facilitate and support the delivery of the team briefings.

?Working closely with Operatio Management Team to develop a staff incentive scheme to increase individual motivation, commercial spends and promote teamwork.

?Cotantly motivating and giving feedback to all front line staff on their standards of Guest Service. Act as a mentor and coaches on areas for development.

?Coaches and motivates staff throughout the attraction to maximise sales opportunities and eure secondary spend targets are achieved

?Actively encourage and support new and innovative ideas from all team membe on how to improve the business.