The posting
Job Purpose
The Shift Supervisor is responsible for managing staff and overseeing operations on the floor during their assigned shift at the attraction. This role ensures that the attraction operates smoothly and efficiently while maintaining the highest standards of guest service. The Shift Supervisor plays a key role in creating a positive guest experience by leading the team, addressing any operational issues promptly, and ensuring that all activities are carried out according to SEVEN’s standards and policies.
Functional Accountabilities
Key Accountability Areas
Key Activities
Staff Supervision and Management
•
Lead and manage the team during the assigned shift, ensuring that all staff members are performing their duties effectively and adhering to SEVEN’s standards.
•
Assign tasks and responsibilities to team members based on operational needs, ensuring optimal coverage and service delivery.
•
Provide on-the-spot training, guidance, and support to staff, ensuring that they have the knowledge and skills required to perform their roles.
Operational Oversight
•
Monitor and oversee all operational activities on the floor, including guest services, equipment maintenance, and safety protocols.
•
Ensure that the attraction is clean, well-maintained, and fully operational at all times during the shift.
•
Address any operational issues or guest concerns promptly, escalating to the Attractions Manager if necessary.
Guest Service Excellence
•
Ensure that all guests receive high-quality service, with a focus on creating a positive and memorable experience.
•
Handle guest inquiries, complaints, and feedback in a professional and courteous manner, taking appropriate actions to resolve any issues.
•
Promote a culture of guest service excellence among the staff, leading by example and encouraging team members to go above and beyond for guests.
Safety and Compliance
•
Enforce safety protocols and ensure that all staff and guests are adhering to SEVEN’s safety standards and procedures.
•
Conduct regular checks of equipment and facilities to identify any potential safety hazards or maintenance needs.
•
Ensure that all shift activities comply with local regulations and SEVEN’s internal policies.
Reporting and Documentation
•
Maintain accurate records of shift activities, including staff attendance, guest interactions, and any incidents or issues that occur.
•
Prepare shift reports for the Attractions Manager, highlighting key operational outcomes, challenges, and recommendations for improvement.
•
Ensure that all documentation is completed accurately and submitted in a timely manner..
Guest Experience
•
Ensure all guests receive high-quality service, creating a positive and memorable experience during their visit.
•
Address guest inquiries, complaints, and feedback promptly and professionally, resolving any issues to maintain guest satisfaction.
•
Lead by example to promote a culture of guest service excellence, encouraging staff to exceed expectations and deliver exceptional service.
Service Level Standards
•
Adheres to SLS
Communications & Working Relationships
Key Internal Interactions
•
Attractions Manager
•
Operations Team
•
Maintenance Team
•
Guest Services Team
Key External Interactions
•
Guests
•
Vendors (for equipment and supplies)
KNOWLEDGE & EXPERIENCE
KNOWLEDGE
Minimum Qualifications
•
High school diploma or equivalent; additional qualifications in hospitality or management are a plus.
Professional Certifications
•
Certification in Hospitality Management or a related field is a plus.
EXPERIENCE
Required Experience
•
3-5 years of experience in a supervisory role within a guest-facing environment, preferably in the entertainment or hospitality industry.
•
Strong leadership and communication skills, with the ability to manage a team and handle multiple operational tasks simultaneously.
•
A proven track record of delivering excellent guest service and managing guest interactions effectively.
PHYSICAL REQUIREMENTS
Physical Requirements
•
Ability to work independently, perform manual handling tasks, lift up to 5kg, stand for extended periods, bend, reach, push/pull up to 10kg, with full mobility and no visual or auditory impediments.
