Guest Service Coach

Description

Job Summary


Under the supervision of the Engagement Team Management, Guest Service Coaches conduct observations and provide feedback within the guidelines of the Boardwalk's Guest Service program. This role supports frontline operations staff and departments by modeling, coaching, and reinforcing exceptional Guest service. Will model our Guest service standards: Smile, Welcome, Eye Contact, Lift the Experience and Leave them Well.


Unique Job Requirements


Enthusiastic and organized individuals who set a positive tone for premier Guest service. Must enjoy observing and coaching seasonal staff in effective Guest service behaviors. Requires flexible availability, including nights and weekends. Must possess a strong understanding of quality Guest service principles. Coaches must be comfortable assisting Guests throughout the park while wearing identifiable name tags.


Job Tasks

• Conduct prescribed observations for seasonal staff and departments.

• Accurately record sensitive and confidential data.

• Communicate effectively with departments when sharing information related to employee observations.

• Partner with Boardwalk departments as needed to support Guest service initiatives.

• Provide one-on-one Guest service coaching to employees.

• Model the tenets of the Boardwalk's Guest Service program by consistently demonstrating high-energy, interactive, and positive Guest engagement-even when not actively observing.

• Assist Guests throughout the park as needed, serving as an approachable and knowledgeable representative.

• Maintain a high level of enthusiasm, friendliness, and approachability while in the park.

• Attend meetings and events in support of the Boardwalk's Best Guest Service program.

• Perform other duties as assigned.

Relationships (Internal)


All levels of Santa Cruz Seaside Company employees


Relationships (External)


Heavy Guest interaction.


Qualifications: Training and Experience

• 2+ years of experience coaching employees in guest service.

• Knowledge of Boardwalk operations and experience as a Boardwalk lead or supervisor preferred.

Knowledge, Skills, and Abilities

• Ability to consistently convey and model premier Guest service attitudes and behaviors.

• Strong interest in helping employees learn, grow, and succeed.

• Patience, understanding, and the ability to support individuals who are new to the workplace.

• Ability to think quickly and respond confidently to employee questions, providing clear examples when needed.

• Ability to authentically demonstrate enthusiasm and help others develop their own style of guest engagement.

• Strong collaboration skills, as well as the ability to work independently.

• Ability to maintain confidentiality with professionalism.

• Ability to encourage employees to step outside their comfort zones while providing tools for delivering excellent Guest experiences.

• Understanding and appreciation of the Boardwalk and Santa Cruz Seaside Company culture, and the ability to communicate it effectively.

• Proficiency in general office equipment and software, including Word, Excel, PowerPoint, and Outlook.

• Ability to maintain a positive, friendly, and team-oriented approach, championing both internal and external Guest service.

• Ability to learn and apply company operations and procedures.

Physical Requirements

• Able to sit or stand in front of and operate a computer for extended periods.

• Able to lift, carry, or move objects of varying sizes weighing up to 20 pounds.

• Able to hear normal conversations on the phone and in person.

• Able to see, read, and interpret documents in English.

• Able to climb stairs.

• Able to stand and walk for up to 8 hours at a time.

• Able to work outside in the sun, heat, rain and wind.

Licenses/Insurance


N/A


Testing Upon Offer or Hire


Signed Privacy and Confidentiality Policy


Criminal Background Check