Supervisor, Guest Services

2 months ago

Atlanta, United States Coca-Cola Company Full time
Supervisor, Guest Services

The 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.

Position Overview:

The 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.

Primary Responsibilities/Accountabilities:
  • Responsible 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.
  • Acts 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.
  • Serves 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.
  • Serves 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.
  • Uses in-attraction surveys, post-visit surveys and online reviews to drive change and embrace positive service.
  • Maintains and updates Surprise and Delight Program, finding new ways to interact with guests and continually enhance their experience.
  • Leads 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.
  • Oversees relationship with photography vendor/photography operations, ensuring maximum guest satisfaction and revenue optimization. Collaborates with onsite leadership to ensure service consistency and efficiency.
  • Stays 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).
  • Monitors 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.
  • Participates 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.
  • Addresses performance concerns in a timely manner, providing coaching in the moment and feedback/follow-up to leadership.
  • Handles sensitive and confidential information with care; maintains a professional and friendly relationship with other departments, colleagues, and partners.
  • 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.
  • Maintains a positive attitude and welcoming demeanor while in the presence of guests and Ambassadors.
  • Interacts with guests with differing abilities respectfully and appropriately, enforcing inclusion training provided by The Coca-Cola Company and World of Coca-Cola.
  • Adheres to all Company policies.
  • Other duties as assigned by World of Coca-Cola Leadership Team.
Leadership Behaviors:

As 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.

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 supervisory experience in the themed attraction industry, hospitality industry, or customer service industry.
  • 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.
  • Proficient in current rules governed by the Americans with Disabilities Act as they pertain to access and service.
  • Able 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.
  • Proven ability to deal with problems involving few concrete variables in a standardized method.

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