Guest Services Team Leader- EXPO Pavilion

Transguard Workforce Solutions is now recruiting for a Guest Services Team Leader for one of the prominent pavilions in Expo 2020. In this role, you will be part of a large team in creating memories, inspiring generations, setting new standards in guest service, and ensuring all the operations run seamlessly to provide a truly authentic experience for the guests. In this role, you will have the shared responsibility for the management of a large team of hosts, ensuring the smooth, safe and seamless delivery of hosting duties in the pavilion, which will promise exceptional guest experiences. The role is to be an inspirational and organized manager and leader, able to build teams, motivate and support individuals through exceptionally busy and demanding days to create a consistently high performing and proactive workforce.

In this role, your responsibilities include the following:

• To enhance the pavilion guest experience through engaging and fun interactions, showcasing your positive attitude and pride of ownership of the Guest Experience Host Team Leader role.
• Providing and modelling outstanding customer service to all stakeholders throughout the whole of Expo site, including guests, clients, and colleagues always, exceeding their expectations.
• Fully understanding the content, values and wider cultural significance of the pavilion acting as the face of the nation.
• Motivating and inspiring Guest Experience Hosts, forecast and anticipate needs, wants and concerns from staff and lead by example to build a highly effective and happy team.
• Dealing with any public complaints responsibly, calmly, efficiently and politely following the pavilion's complaints procedures and reporting upwards as necessary to ensure smooth running of operations.
• Managing and organising the hosts day-to-day shifts and rosters ensuring shifts are varied and rest breaks allocated in suitable timeframes.
• Managing queues and guest expectations during busy times.
• Monitoring guest numbers and flow inside the pavilion at all times.
• Assisting people of determination with ease and swiftness having anticipated their needs and expectations.
• Managing Guest Services Hosts absence and leave cover effectively so operations are never compromised.
• Motivating and recognizing staff through delivering and managing a series of incentive initiatives.
• Monitoring queues and pinch points such as flow gates and pavilion safety numbers responding with immediate effect whilst ensuring all health and safety requirements are always adhered to.
• Managing the hosts at each of their working stations, facilitating guests at the pavilion, and ensuring Guest Services Hosts deliver as rostered and to standards trained in.
• Managing the opening up procedures including morning checks and closing procedures of the pavilion dependent on shift patterns.
• Be actively part of the management structure to understand, follow direction and manage as required in pavilion procedures, for example; lost children, property, first aid and evacuations.
• Producing regular operational update reports to the Pavilion Manager
• Working in conjunction with other contractors such as cleaners and maintenance as required to ensure smooth and continuous running of the pavilion.
• Offering additional support to the Guest Experience Operations Manager and senior staff as required.
• Working closely with the HR Manager to ensure all staff follow correct HR procedures.
• Participating in pavilion events such as evening events and parades.
• Managing your and your staff's time efficiently.

The ideal candidate will have the following skills and experience:

• Eloquent, extroverted and enjoy talking to people.
• Confident with a willingness to learn.
• A very good understanding of the English language
• Strong interpersonal skills, able to lead, influence and motivate team members.
• Outstanding organisational skills with the ability to multitask, problem solve, think quickly, and adapt to ever changing environments.
• Exceptional customer service skills.