VISITOR EXPERIENCE SUPERVISOR

Are you a real PEOPLE person?  Do you love creating Smiles and Memories?  

WE NEED YOU TO COME AND JOIN OUR FANASTICALLY FUN TEAM AT LIGHTWATER VALLEY!

We are looking for a real people person, with an eye for detail and a passion for customer service. You will be helping to oversee our Visitor Experience Team as well as our Admissions Team, reporting to our Visitor Experience Manager.
When working in the Main office you will be answering customer enquiries via telephone, email and social media, dealing with and processing visitor bookings including groups and schools, and undertaking general office duties. In the Visitor Experience Centre, you will also be in a guest facing role where you will be expected to resolve complaints and concerns, keep detailed and precise records of the ride information, organise all lost property and liaise with other departments on the day-to-day activity of the park. You’ll provide a friendly, welcoming, informative, and enjoyable experience for visitors. Be enthusiastic, self-motivated and have a ‘can do’ attitude.
As a supervisor you will help to ensure your team offer the highest level of customer service - always smiling and being helpful and make it your mission to deliver heart-felt hospitality to every guest!

KEY TASKS 

Ensure the highest standards of visitor experience and customer service is upheld at all times by both yourself and the team.
General office duties – answering the phones, sorting the post, responding to emails and enquiries via social media, taking group and school bookings.
Resolving and handling complaints efficiently and with confidence whilst dealing with customers face to face in a calm and professional manner.
Keeping detailed records of all ride information ensuring to monitor all radio communication, relaying messages to other departments as required.
Providing a Warm Yorkshire Welcome to all of our guests at Admissions whether guiding the queue or scanning tickets on the gates
Assisting guests with additional needs in line with company procedure
Having an overall knowledge of the park and to be able to deal with any queries that may arise.
Responsible for the running of the Visitor team in the absence of the Visitor Experience Manager
Any other duties as requested by the management of Lightwater Valley Family Adventure Park 

KEY SKILLS 

The use of excellent communication skills both written and verbal and confident IT skills, numeric ability and cash handling.
Have the flexibility to move from one office to another where necessary, assisting with lunch cover.
Work well within a team and individually as required.
Be able to nurture and develop a team through initial and ongoing training.

HOURS

Working days to be discussed at interview but it will be 4 days a week going up to 5 days a week in the summer months with regular weekend working and weekdays to cover office demands. 
Have a flexible attitude to working patterns with the ability to regularly work weekends, Bank Holidays and Special Events Days
This position is also required to work when the park is not open, therefore ideally own transport is required.