Shift Manager

General Description

This job contributes to iFLY success by assisting the Tunnel Management Team in executing tunnel operations during scheduled shifts. This job deploys team members and delegates tasks so that team members can create and maintain the iFLY Experience for our customers. The incumbent is responsible for modeling and acting in accordance with iFLY values and guiding principles, reinforcing iFLY policies and practices, and coaching and leading team members. Serves as “Lead CSR”, demonstrating and delivering the highest levels of customer service, efficient operations and sales generation in accordance with company policy, procedures and expectations.

Every team member on the iFLY Flight Crew exemplify and deliver our core values of SOAR:

Safety First
Outrageous Passion
Accountability
Respect

Duties and Responsibilities

Responsibilities and essential job functions include but are not limited to the following:

• Acts with integrity, honesty and knowledge that promote the culture, values and mission of iFLY. Maintains a calm demeanor during periods of high volume or unusual events to keep tunnel operating to standard and to set a positive example for the shift team.
• Anticipates customer and tunnel needs by constantly evaluating environment and customers for cues. Communicates information to manager so that the team can respond as necessary to create the iFLY Experience during each shift.
• Assists with new team member training by positively reinforcing successful performance and giving respectful and encouraging coaching as needed. Provides feedback to Tunnel Management Team on team member performance during shift.
• Contributes to a positive team environment by recognizing alarms or changes in team member morale and performance and communicating them to the Tunnel Management Team.
• Creates a positive learning environment by providing clear, specific, timely and respectful coaching and feedback to team members on shift to ensure operational excellence and to improve team member performance.
• Delivers legendary customer service to all customers by acting with a customer comes first attitude and connecting with the customer. Discovers and responds to customer needs.
• Develops positive relationships with shift team by understanding and addressing individual motivation, needs and concerns.
• Demonstrates and delivers approved sales techniques and achieves sales revenue generation through suggestive selling and “upsells” to new and existing customers.
• Holds team members accountable to achieve sales revenue add-on and suggestive sales results.
• Executes tunnel operations during scheduled shifts. Organizes opening and closing duties as assigned.
• Follows iFLY operational policies and procedures.
• Knowledge of iFLY's in-tunnel safety policies and procedures to ensure the safety of all team members during each shift prioritizing tunnel, instructor, and guest safety.
• Willingness to have coaching conversations or escalate concerns when safety rules are violated or are in question.
• Follows all cash management and cash register policies and ensures proper cash management practices are followed by shift team.
• Follows up with CSRs and Instructors during the shift to ensure the delivery of legendary customer service for all customers.
• Maintains regular and consistent attendance and punctuality.
• Provides quality service consistently for all customers by adhering to customer service and sales standards.
• Recognizes and reinforces individual and team accomplishments by using existing organizational tools and by collaborating with the Tunnel Management Team to find new, creative, and effective methods of recognition.
• Utilizes operational tools to achieve operational excellence during the shift.
• Adheres to iFLY values, beliefs and principles during easy and difficult times.
• Remains calm, maintains perspective and responds in a professional manner when faced with tough situations
• Takes personal responsibility for the continuous learning of new knowledge, skills and experiences.
• Able to successfully function during times of uncertainty and changing priorities.
• Makes quality and timely decisions based on a mixture of analysis, wisdom, experience and judgement.
• Builds effective relationships with all people.
• Gets results and achieves goals.

Additional duties include, and are not limited to: stocking merchandise, cleaning and maintaining the facility, operating and controlling the wind tunnel, and inventory control

Work Experience and Knowledge Requirements

• High School Degree or equivalent
• Minimum of one (1) year customer service experience in a retail environment.
• Minimum of one (1) year experience supervising/leading the work of others
• Ability to learn quickly
• Effective oral communications skills, including demonstrated coaching skills
• Knowledge of the retail and service in a sales environment
• Strong interpersonal skills
• Ability to work as a part of a team
• Ability to build relationships