Attractions Team Leader

5 months ago

Canary Wharf, United Kingdom The CUBE, Canary Wharf Full time

JOB DESCRIPTION - Attractions Team Leader

Job Title: Attractions Team Leader - The Cube Live, Canary Wharf, London

Location: Canary Wharf, London, other sites for training and working if required

Responsible to: Attractions Assistant Manager and Attractions Manager

Responsible for: Attractions Operatives on shift

Main Purpose/Function of Job: To support the Attractions Manager and Attractions Assistant Manager to effectively lead the attractions team whilst on shift and be the point of contact for staff on the shop floor in respect of operational and customer related matters, based within a busy entertainment and hospitality attraction setting.

**Salary**: dependent on experience.

Main Duties

To work under the supervision of the Attractions Manager, Attractions Assistant Manager, and the Attractions Supervisors.

Acting as the customer service champion, to monitor customer service standards in the attractions department, and proactively encourage both face-to-face and online feedback from customers

To anticipate and identify service related problems and operational issues on the shop floor before they adversely impact on the customer experience.

To ensure staff follow all Health & Safety procedures, regulations and internal venue rules.

To deputise for the Attractions Supervisor in his / her absence and when required.

Operational Responsibilities

Support the senior attractions team in the day-to-day operation of The Cube, and act as the main point of contact for operational and customer related matters whilst on duty.

To effectively lead the shift and ensure all staff undertake their duties in line with Urban Playground policies and procedures.

To provide coaching, training and direction to the attractions team whilst on shift to ensure all technical and operational aspects of The Cube are provided for customers.

To act in the Attractions Operative role during periods when the Team Leader is not planned in the roster.

To monitor staff uniform and presentation standards and ensure all staff are presented consistent with the relevant policy.

To coordinate and monitor staff breaks per the agreed roster whilst on shift, and provide cover for breaks when necessary.

To ensure all staff performance issues are promptly reported to the attractions senior team.

To ensure staff complete all daily maintenance and fault reports following the correct standard using the relevant app, and that any serious issues are immediately brought to the attention of the most senior member of staff on duty.

To ensure all cleaning systems are adhered to, and the attractions provisions are consistently well presented, hygienic and in good working order.

Ensure exceptionally high standards of customer care are delivered by all staff at all times.

To ensure that all staff absences and lateness are monitored and reported following the correct procedure.

Budget responsibilities

To assist with identifying solutions to issues (e.g. profit decline, employee conflicts, loss of business to competitors).

Coordinate staffing based on the authorised labour budget and roster.

Work with the Attractions Manager to suggest ways to improve operational and financial performance of the venue.

Responsibilities for Human Resource management and development

Working alongside the senior attractions team, support with the maintaining of consistent high standards of staff training and ongoing development.

Assist with the induction of new employees in conjunction with the senior team.

Responsibility for IT Infrastructure, Booking Systems, Ticketing and POS Systems

To work with the technical team to assist with the development of The Cube live experience.

In conjunction with the maintenance team, assist with the organisation and monitoring of all pre-planned and reactive maintenance, and statutory compliance.

Responsibility for Corporate & Group Bookings

Supporting the planning and smooth delivery of group bookings in line with the relevant procedures, host scripts and the correct use of all equipment.

To work with Attraction Manager to develop and improve the group booking experience.

Regularly report on staff performance and customer feedback.

Responsibilities for Marketing & Communications

Liaise with the Attractions Manager regarding suggestions and ideas to improve the marketing of the attractions.

To assist with the implementation of marketing activities in the venue.

Responsibility for Safety and Compliance

Support and follow Health & Safety regulations and internal centre rules, along with regular spot checks for operational staff.

Work with the senior team to ensure all Health & Safety procedures are effectively managed and monitored, along with the achievement of optimum audit scores.

Ensuring staff follow all health and safety regulations and venue rules.

Promptly and accurately investigating and reporting on any accidents, incidents or near misses.

Person Specification

Essential Criteria
- At least 2-year

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