What are the responsibilities and job description for the Guest Service Lead - Enchant position at ROC Ventures?
WHAT YOU WILL BE ACCOUNTABLE FOR:
● Assisting with the guest experience by ensuring customer queues are serviced
quickly, ticket changes are processed accurately, and assisting guests with any other
inquiries.
● Coordinate and manage communication between guests and staff and follow up to
ensure we resolve customer concerns remotely.
● Responsible for remote customer service as well as in person
● Ensuring any issues that occur at the front gate or in event are responded to,
documented, and handled appropriately.
● Lead the oversight of day-to-day ticketing operations including but not limited to the
setup before opening and take down/storage at closing during the event.
● Leading the day-to-day ticketing operations on-site including box office,
entrance/admission gates (scanners) & PoS systems for any activations onsite.
● Ensure we are meeting adequate staffing requirements, staff training, technical
requirements, and the on-site ticketing plan for guest services, box office, and front
gate.
● Ensure all guests services team members remain in uniform at all times and are
wearing the appropriate credentials for the safety and security of the Enchant Team
● Create a warm and hospitable environment of Christmas magic for all.
● Flexible schedule inclusive of weekends, nights and holidays required.
WHAT YOU BRING TO THE TEAM:
● A minimum 3 years' experience in box office, guest services and or event
management experience.
● Vision and creativity on how to create a premium value-driven experience.
● Ability to stand for long periods of time and lift and push at least 25 lbs.
● Being computer savvy is required as this position will require the use of a computer,
tablet, or phone device daily.
● Work outside in various weather conditions
● Self-directed, extremely meticulous and organized with an ability to manage a high
level of detail across multiple projects and prioritize tasks when given clearly defined
goals and objectives.
● Exceptional leadership skills, ability to build a high performing team and highly
proficient communicator, to establish cooperative relationships with a variety of
internal and external clients.
● You have the ability to work with multiple leaders through a complex company to get
things done.
● A passion for customer service and delivering exceptional results.
● Demonstrates flexibility and creative problem-solving skills.
All staff must be prepared to work the entire production run from the load-in to the
load-out.
