Attractions Supervisor - Ropes Course

Position Summary 

The Attractions Supervisor - Ropes Course position is responsible for assisting in the overall operations and efficiency across Admissions, Guest Experience and Housekeeping. This position will deliver a unique, engaging and entertaining experience to all our guests and is responsible for providing exemplary service throughout the ropes course, in a professional and courteous manner. This role will lead a team to adhere to strict safety standards, while providing memorable guest moments. 

Duties & Responsibilities  

• Assist in the implementation of the operating policies and procedures for the Guest Experience Department.  

• In collaboration with the Guest Experience Manager, review customer satisfaction and trends to anticipate needs and meet guest expectations.   

• Observe and report daily facility conditions and situations to the Guest Experience Manager.   

• Assist in the development and implementation of staff scheduling across the department to ensure efficient and appropriate coverage.  

• Ensure all staff receive their allocated break and ensure daily coverage.  

• Ensure the facility is clean, safe and presented to the highest of standards.  

• In collaboration with Guest Experience Manager, ensure all admission and sales data is captured to maximize reporting potential.    

• Monitor and manage guest experience and flow to ensure a safe and enjoyable journey.   

• Monitor, manage and ensure all guest experience targets are achieved.   

• Lead the Guest Experience team to deliver memorable and safe experiences to guests.  

• Assist in the implementation of department training programs to achieve the best guest experience.   

• Assist in the training and development of team members to provide the necessary skills and knowledge in order to perform their jobs.  

• Entertain, engage and empower team members to reduce turnover and increase retention.  

• Motivate and inspire team members to perform at their very best through role modeling, providing feedback, reward and recognition, respect and frequent communication.   

• Supervision of other subsidiary attractions as required, such as Aquarium, Mirror Maze & Selfie Express.   

• Strive to achieve customer satisfaction KPIs in order to meet and exceed guest expectations.   

• Manage and monitor guest experience at all times while on the course site to ensure a safe and positive experience for everyone.  

• Follow standard operating procedures and demonstrate techniques and safety guidelines to guests.  

• Conduct ropes course guest training.  

• Provide course instructions to ensure a safe, successful and enjoyable experience.  

• Guide, instruct and supervise guests safely throughout the course.   

• Assist with equipment inventory and report equipment damage, malfunction and repair requirements  

• Fit harnesses and correctly supervise the use of all personal safety equipment.  

• Perform daily inspections and take inventory of the course and equipment.  

• Clean and maintain the course as required.   

• Keep the ropes course area and equipment storage neat, clean and orderly.  

• Keep neat and accurate operational records and logs and prepare daily reports as required  

• Observe and report daily facility conditions and situations to the Guest Experience Manager.   

• Keep up to date on all new products and offerings.  

• Work closely with all internal and external departments to foster an outstanding and seamless guest experience throughout Union Station.   

• Be part of a team that motivates and inspires each other to perform at their very best, through respect and frequent communication.   

• Assist in other departments as required. 

Experience, Skills & Qualifications 

• 1-2 years in a supervisory role, ideally in the tourism, recreat