Lead Ambassador, Guest Experience (Training)

Location(s):

United States of America

City/Cities:

Atlanta

Travel Required:

00% - 25%

Relocation Provided:

No

Job Posting End Date:

January 23, 2024

Shift:

Job Description Summary:

The Lead Ambassador is responsible for supporting training operations at World of Coca-Cola, delivering exceptional guest experience, best-in-class health & safety standards, and supporting frontline associates. This position provides training to all Guest Experience Ambassadors, training for both Front and Back of House operations. The Lead Ambassador will work collaboratively with employees and partners to enable outstanding customer service, communication, and consistency to ensure that every guest experience at the World of Coca-Cola is an exceptional one. 

Primary Responsibilities/Accountabilities:

• Supports the overall operational and training functions of World of Coca-Cola – facilitating new hire orientation, compliance trainings, and standard operating procedure trainings

• Serves as a role-model and provides exemplary guest service to all internal and external guests of World of Coca-Cola while performing the following activities: selling tickets, providing access control, checking-in groups, pulsing guest traffic into theaters or galleries, restocking/replenishing stations and delivering supplies, making public announcements, assisting guests with special access, and assisting guests with wayfinding.

• Adheres to the opening and closing checklists/SOPs and ensures Attraction standards are met for the duration of the shift

• Refers all duties which require supervisor approval to the appropriate Leader on Duty

• Assists Ambassadors with where appropriate, including refunds, returns and service recoveries

• Acts as a Brand Ambassador by consistently modeling and upholding The Coca-Cola Company Core Values while driving brand awareness and encouraging lasting customer relationships

• Monitors guests and surrounding areas for potential safety concerns or hazards and adheres to World of Coca-Cola safety procedures

• Maintains a positive attitude and welcoming demeanor while in the presence of guests and Ambassadors

• Interacts with guests with differing abilities in a respectful and appropriate manner, enforcing inclusion training provided by The Coca-Cola Company and World of Coca-Cola

• Handles guest situations in a professional, quick, thorough, and respectful manner

• Completes all required training as assigned regarding Life Safety, Evacuation, PCI Compliance, and ADA

• Handles cash and credit transactions successfully in a fast-paced environment

• Other duties as assigned by World of Coca-Cola Leadership Team

Leadership Behaviors:

The Lead Ambassador, Guest Relations is responsible for their ensuring their own performance is optimal while positively supporting the three pillars of Retail & Attractions (Guest Obsession, Employee Dedication & Profit Orientation) as well as The Coca-Cola Company Leadership Behaviors.

Physical Requirements:

• Continuous walking and/or standing for prolonged periods of time (6-8 hours).

• Ability to climb/navigate multiple levels of the building via stairs or elevator.

• Continuous exposure to outside temperatures including extreme heat or cold.

• Ability to visually assess gauges, meters, timers, and/or stock levels and react based on training with little to no guidance.

• Ability to reach over head to lift objects up to 20 pounds.

• Ability to push and pull objects up to 50 pounds.

• Ability to navigate through dark and work in enclosed spaces.

• Ability to work in noisy, crowded and tight spaces.

Education & Experience Requirements:

• High school diploma or equivalent

• One year experience in the themed attraction industry, hospitality industry, or customer service.

• Strong verbal and presentation skills, multi-lingual skills a plus.

• Proven ability to adapt to change, work effectively under pressure, and produce accurate results in a fast-paced environment.

• Ability to add, subtract, multiply and divide in all units of measure using whole numbers, common fractions and decimals, and ability to perform these operations using American units of Money.

• Proven ability to deal with problems involving few concrete variables in a standardized method.

Skills:

Pay Range:

$35,332 - $40,380

Base pay offered may vary depending on geography, job-related knowledge, skills, and experience. A full rang