Guest Experience Supervisor | The Forge: Lemont

Guest Experience Supervisor

 

Lemont, IL    Part-Time Year-Round

We are looking for a talented supervisor that has a background in customer service, management or group programming. This unique opportunity to lead a large team in a high volume adventure park will require strong organizational skills and acute attention to detail.

Reporting to the Operations Manager, you will assist with operations including leading a team to ensure that we create an inspiring, safe, and seamless experience for every guest.

The ideal candidate is someone who has a background in high volume operations and has a working knowledge of The Flybook or comparable booking systems.

This is a part-time, year-round position

PRIMARY JOB RESPONSIBILITIES

The Guest Experience Supervisor helps develop, implement, and train staff in customer service procedures, with short- and long-term goals that support the mission of The Forge: Lemont Quarries Adventure Park. Responsibilities include, but are not necessarily limited to:

  • Overseeing all aspects of customer service and check-in at the park.

  • Managing retail offerings and merchandise inventory.

  • Working alongside other supervisory members of the team to ensure the highest quality of service is maintained and promoting exceptional customer service amongst the staff.

  • Assisting in the recruitment of operational staff.

  • Training staff members in accordance with our check-in procedures.

  • Train, implement, and evaluate policies and procedures to ensure a seamless guest experience throughout the park.

  • Oversee the weekly scheduling of staff and contractors in collaboration with the management team to meet KPI’s

  • Lead by example and provide an amazing experience to our staff

  • Create, lead, and execute preventative maintenance plans to ensure the proper function of all company property and equipment

  • Manage risk appropriately and in accordance with industry standards and insurance requirements

  • Train, implement, and evaluate the Emergency Action Plan in collaboration with other department leadership and management team

QUALIFICATIONS & REQUIREMENTS

  • A background in hospitality or customer service is highly preferable

  • Additional management experience of transferable industries is preferable 

  • Experience in First Aid /  Emergency First Response training is highly preferable

  • Energetic, creative, and passionate in the way you work and interact with subordinate staff to create a “bought-in” culture that lives and breathes excellence in everyday adventure

  • Proven track record of working with all ages in a dynamic cultural environment.

  • Super-freakin-awesome communication skills. Seriously, you must possess the ability to communicate clearly and concisely, both orally and in writing

  • Ability to pitch in at all levels, there is no room for a “not my job” attitude

  • Ability to easily adapt to changing needs and requirements

  • You need to be well-versed in modern computing platforms and be proficient in using Google Suite and Microsoft Office

  • Availability to work on nights and weekends

PHYSICAL AND SCHEDULE REQUIREMENTS

In this position, you must be available to work a flexible schedule which will include weekend hours as needed. You must be ready to work upwards of 30 hours per week during the peak season.  Additionally:

  • Because our park is located in a natural, outdoor, wooded location, candidates must be comfortable and willing to work in all seasonal outdoor weather conditions as operational and management duties may require

  • You must be comfortable and willing to climb as necessary

  • You need to be able to lift and carry a minimum of 50 pounds

  • If you don't already have them, you will need to obtain CPR and First Aid Certification