Guest Service Team Lead
Current• Ensuring high and consistent operating standards and employee performance to promote exceptional customer service.• Mentoring team members to enhance their judgment, critical thinking, problem-solving, decision-making, and conflict resolution skills.• Being knowledgeable about all aspects of the facility, including membership types, fitness center, aquatics, arena, programs, and facility bookings.• Building strong relationships with members/guests, employees, volunteers, tenants, and partners.• Assisting with hiring, onboarding, orientations, and training, including soft skills, systems, policies, and processes.• Conducting ongoing training to ensure employees are up to date with operational updates and business priorities.• Proficiently using the Avocado Software System (Salesforce) and resolving system issues.• Maintaining accurate records of customer interactions and administrative tasks.• Acting as a role model of teamwork, resilience, and initiative.• Collaborating with the Sales & Guest Experience Manager on work plans and performance targets.• Inspiring and holding the team accountable for achieving goals through coaching and feedback.• Investigating, resolving, and reporting customer issues, escalating when necessary.• Keeping the leadership team informed of significant opportunities and issues.• Ensuring a safe, respectful, and inclusive environment, adhering to Vivo’s Health and Safety requirements.• Participating in emergency response procedures as required.
