Supervisor, Guest ServicesnnThe World of Coca-Cola operates 7-days a week and is closed on Thanksgiving and Christmas. World of Coca-Cola Supervisors play a critical role in the coverage of our business in order to ensure great guest experience and high engagement of our associates; and therefore, the ideal candidate can expect to work weekends, evenings, and holidays as needed.nnPosition Overview:nnThe World of Coca-Cola Guest Services Supervisor is responsible for assisting in the administration and supervision of all guest-facing operations in our continuing effort to deliver exceptional guest service while maintaining financial profitability. They are responsible for the day-to-day operation and functions, and acts as the frontline contact for employees to ensure guest service efforts are consistent with the World of Coca-Cola and Company standards. The Supervisor will work collaboratively with employees and partners to leverage their outstanding customer service, communication, and leadership skills to ensure that every guest experience at the World of Coca-Cola is an exceptional one.nnPrimary Responsibilities/Accountabilities:nnResponsible for assisting the administration of and management of all Front of House (FOH) operations in our continuing effort to deliver exceptional customer service while also maintaining financial profitability. Regularly reviews operations and logistics to determine best practices to enhance the overall guest experience. Makes recommendations and implements changes for improved operations.nnActs as the 'Voice of the Guest,' advocating for process efficiency and service delivery excellence; Creates a 'Culture of Yes,' fostering a positive, solution-oriented mindset in which employees aim to accommodate guest requests while upholding policies and procedures, rather than defaulting to denial.nnServes as initial contact for guest issues, complaints, inquiries, feedback, and solutions via face to face interactions, phone, and email communication. Respond to guest concerns in a professional, proactive, and timely manner while escalating concerns as needed.nnServes as the ADA Coordinator for World of Coca-Cola, ensuring that guests of all abilities can experience World of Coca-Cola. Finds new ways to drive inclusion and accessibility within the Attraction.nnUses in-attraction surveys, post-visit surveys and online reviews to drive change and embrace positive service.nnMaintains and updates Surprise and Delight Program, finding new ways to interact with guests and continually enhance their experience.nnLeads the Character Mascot program, ensuring that routine maintenance, inventory, travel and expense is being maintained per Company guidelines. Responds back to availability inquiries in a timely and professional manner.nnOversees relationship with photography vendor/photography operations, ensuring maximum guest satisfaction and revenue optimization. Collaborates with onsite leadership to ensure service consistency and efficiency.nnStays abreast of all building activities and ensures that all galleries and exhibits are fully operational; makes operational adjustments to meet the needs of attraction, events, and guests. Quickly diagnoses concerns and adjusts on-the-fly based on last minute changes (i.e. internal needs and external factors).nnMonitors guests and surrounding areas for potential safety concerns or hazards and adheres to World of Coca-Cola safety procedures. Assists and coordinates with security team in the event of FOH emergencies to ensure Ambassador and guest safety. Completes reports as required for any emergencies.nnParticipates in recruiting, hiring, training, supervising, developing, and motivating World of Coca-Cola Ambassadors. Assists in creating and delivering annual customer service refresh training to all staff.nnAddresses performance concerns in a timely manner, providing coaching in the moment and feedback/follow-up to leadership.nnHandles sensitive and confidential information with care; maintains a professional and friendly relationship with other departments, colleagues, and partners.nnActs as a Brand Ambassador by consistently modeling and upholding The Coca-Cola Company Core Values while driving brand awareness and encouraging lasting customer relationships.nnMaintains a positive attitude and welcoming demeanor while in the presence of guests and Ambassadors.nnInteracts with guests with differing abilities respectfully and appropriately, enforcing inclusion training provided by The Coca-Cola Company and World of Coca-Cola.nnAdheres to all Company policies.nnOther duties as assigned by World of Coca-Cola Leadership Team.nnLeadership Behaviors:nnAs a member of the World of Coca-Cola Leadership Team, the Supervisor, Guest Services is responsible for positively supporting the three pillars of Retail & Attractions (Guest Obsession, Employee Dedication & Profit Orientation) as well as The Coca-Cola Company Leadership Behaviors.nnPhysical Requirements:nnContinuous walking and/or standing for prolonged periods of time (6-8 hours).nnAbility to climb/navigate multiple levels of the building via stairs or elevator.nnContinuous exposure to outside temperatures including extreme heat or cold.nnAbility to visually assess gauges, meters, timers, and/or stock levels and react based on training with little to no guidance.nnAbility to reach over head to lift objects up to 20 pounds.nnAbility to push and pull objects up to 50 pounds.nnAbility to navigate through dark and work in enclosed spaces.nnAbility to work in noisy, crowded and tight spaces.nnEducation & Experience Requirements:nnHigh school diploma or equivalent.nnOne year supervisory experience in the themed attraction industry, hospitality industry, or customer service industry.nnStrong verbal and presentation skills, multi-lingual skills a plus.nnProven ability to adapt to change, work effectively under pressure, and produce accurate results in a fast-paced environment.nnProficient in current rules governed by the Americans with Disabilities Act as they pertain to access and service.nnAble to remain calm under pressure. Ability to work effectively with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy.nnProven ability to deal with problems involving few concrete variables in a standardized method.nnPay Range:$54,200 - $63,600nnBase pay offered may vary depending on geography, job-related knowledge, skills, and experience. A full range of medical, financial, and/or other benefits, dependent on the position, is offered.nnWe are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.