Guest Experience Supervisor

Qualifications & Experience

The role of the GE Supervisor is to assist the Operations Manager in managing the overall performance of the business. Managing operations, recruitment, finance, health & safety, social media and cleaning of Peppa Pig World of Play. Supervising and training a team of Shift Leads and Puddle Jumpers / Guest Experience Hosts to ensure a magical guest experience.

Key Objectives

Provide a friendly, efficient and helpful service always and supervise a team of Shift Leads, Puddle Jumpers / Guest Experience Hosts to ensure the very best experience for our guests. This role strives to actively maximize visitor spends throughout the year to exceed budgeted targets through product knowledge, strategic planning and effective up-selling. This role is to show initiative and proactively assist all team members whenever needed. This role will ensure the entrance, queue lines and Admissions, Retail and F&B areas are adequately staffed and within budget. This role also ensures that all areas are maintained and kept in a clean and tidy manner throughout the day.

• To be courteous, pleasant and approachable always when dealing with guests in order to drive guest engagement, sales and leave the guest with a magical memory of their time at the Peppa Pig World of Play attraction.
• Be passionate about your role and lead by example – embodying our Merlin Way values and ensure this is filtered through the team accordingly.
• Play an active part in the operations management team and to contribute both your ideas and team ideas regarding ways to improve the daily operation to the Attraction Manager.
• Assumes responsibility of the attraction in the absence of the Attraction Manager.
  
  

• Monitor department sales and strategically implement ideas to increase spends and meet budgets weekly, by completing weekly reports that will be shared with upper management.
• Feedback appropriately to the team to ensure they know their targets and strive to exceed them.
• Assist guests and help them in purchasing their tickets and communicate promotional lines such as combination tickets & MAP.
• Receive feedback from the Puddle Jumper / Guest Experience Host team to develop successful methods of promoting and improving the department through regular meetings.
• Ensure that the Mystery Visit criteria are always adhered to and team members are trained to follow the criteria.
• Manage allotments through accesso passport control daily to ensure we are maximizing volume potential.
• To follow opening and closing procedures as detailed in the department’s operating plan.
• Train and assist the team in standard operating procedures for Admissions, F&B and Retail areas.
• Train and assist the team in managing the queues as and when required.
• Train and assist the team in correct operation of the POS till system on Admissions, F&B and Retail areas.
• Monitor staff timesheets, fix errors and approve payroll weekly.
• Co-ordinate and manage the smooth flow of guests through the attraction, maximising throughputs with strong queue management skills.
• Actively promote an efficient and friendly working ethic and environment.
• Train staff in programs to develop capabilities such as Manual Handling, Customer Care & Cash Handling etc..
• Manage staff performance by following merlin attendance, conduct policy, issuing corrective actions and terminations when needed.
• Champion and promote the Merlin Way Values and apply them to your role and to your team.
• Create sales incentives to boost staff motivation and increase spends.
• Monitor all office and cleaning supplies daily and order more as needed.
• Answering phone line to ensure guests get the most accurate information and can speak to a manager if they have any concerns.
• Work together as a team, support, communicate and encourage one another creating a fun and professional environment where both the Merlin and the attractions’ brand values are embedded and promoted.
• Manage the party bookings by ordering supplies, building party bags, completing party wristbands and following up with parents/guardians weekly.
• Act as a handler for costume character and meet and greets.
• Contact IT when it comes to solving Picsolve issues or other attraction technical issues.
  
  

• To ensure visitors and employees are entering a clean and safe environment that meets health & safety standards as always set by the company as well as local rules and regulations.
• Responsible for all aspects of Health, Safety & Security within their business units, in line with the Group Policy (HS001). Ensure delivery of all required health and safety measures/requirements across required in market.
• Liaise with company Health and Safety Specialists as appropriate and ensure the attraction complies with local legislation particularly with respect to Health and Safety.
• Act as a Fire Marshal to coordinate an area-specific evacuation of both staff and customers.
• Act as a First Aider should anyone require assistance.
• Ensure the attraction is cleaned to a very high health standard by emptying trash cans, cleaning restrooms, sweeping floors, mopping floors, dusting and cleaning up spills including bodily fluids.
• Perform Minor repairs/quick fixes around the attraction. Contact Facilities for bigger projects.
• Coordinate with Lappset to ensure all snags and defects are fixed in the appropriate amount of time.
• Report and log all incidents into Midas.
• Ensure the safety of the play areas by climbing inside making sure all hanging items are secure, no damage to netting or glass and every nut, bolt and screw is in place a securely tightened.
• Order first aid supplies when needed.
• Monitor CCTV as needed to review staff and guest incidents.
• Complete First Aid/AED Certification and Food and Beverage Manager Certification (this will be provided by the company upon recruitment)
• Ensure that all storage areas are clean and organized, as to not interfere with any health and safety concerns or protocols.
  
  

• Assists Operations Manager with recruitment, including but not limited to calling applicants, scheduling interviews, conducting interviews, attending job fairs and maintaining constant communication with HR team.
• Conducting Merlin, Peppa Pig World of Play and Health & Safety orientations for Puddle Jumper / Guest Experience Host.
• Training Puddle Jumpers / Guest Experience Host to deliver excellent guest service, Puddle Jumper training, H&S and on the PPWOP core values.
• Updating any new training procedures, and have the entire staff sign off that the new training has been administered. Keeping these records as proof of retraining
  
  

• Ensure the highest standards of accurate and efficient cash handling procedures, check floats, monitoring staff and customers during transactions.
• Ensure all Cash Office procedures such as cashing out tills, vault counts, nightly financial reporting, Brinks deposits, submitting purchase orders, preparing cash bags, ordering cash, monthly PCI manual credit card reader checks.
• Setting up new vendors.
  
  

• Conduct inventories on product and consumables on a monthly basis.
• Check in and process shipments
• Keep in contact with commercial staff off site, to ensure retail product is ordered.
• Keep stockroom clean and organized for staff to easily grab items to flex onto the floor.
• Book orders through Futura
• Keep Loyverse up to date with new product, discounts, shipments and change of stock quantity.
  
  

• Excellent health care options (medical, dental, and vision that encourage preventative care).
• Outstanding Paid Time Off (PTO) that allows for adventure, rest, relaxation, or recuperation.
• Merlin Magic Pass for friends and family to enjoy the parks & attractions
• Recognition Programs and Rewards
• 401(k) program with company match
• Tuition reimbursement programs
• Numerous learning and advancement opportunities