Lead Ambassador, Guest Experience

Lead Ambassador, World of Coca-Cola  

Candidates must be able to work weekends, weekdays and holidays. Flexible shifts varying between the hours of 8am and midnight. This role is full-time working up to 40 hours each week. 

Position Overview: 

The Lead Ambassador is responsible for supporting operations at World of Coca-Cola, delivering exceptional guest experience, best-in-class health & safety standards, and maintaining revenue and profit performance. This position provides leadership to all Guest Relations Ambassadors within a specified front-line department in absence of the Supervisor, leading both Front and Back of House operations. The Lead Ambassador 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. 

A Lead Ambassador will be responsible for consistently supporting one of the following areas: Café Operations, Entrance Operations, Tours & Character Operations, Workplace Operations, Welcome Experience, 1st Floor Exhibit Space Operations or 2nd Floor Exhibit Space Operations. 

Primary Responsibilities/Accountabilities: 

• Supports the overall operational functions of an area or venue at World of Coca-Cola, ensuring opening and closing checklists/SOPs and ensures Attraction standards are met for the duration of the shift 

• Serves as a role-model and provides exemplary guest service to all internal and external guests of World of Coca-Cola while performing the following activities: selling tickets, providing access control, checking-in groups, pulsing guest traffic into theaters or galleries, restocking/replenishing stations and delivering supplies, making public announcements, assisting guests with special access, and assisting guests with wayfinding. 

• Refers all duties which require supervisor approval to the appropriate Leader on Duty 

• Assists Ambassadors with where appropriate, including refunds, returns and service recoveries 

• Positively supports and trains Ambassadors on Standard Operating Procedures, as needed 

• Ensures appropriate stock and supply levels, communicating inventory needs as appropriate  

• 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 

• Monitors guests and surrounding areas for potential safety concerns or hazards and adheres to World of Coca-Cola safety procedures 

• Maintains a positive attitude and welcoming demeanor while in the presence of guests and Ambassadors 

• Interacts with guests with differing abilities in a respectful and appropriate manner, enforcing inclusion training provided by The Coca-Cola Company and World of Coca-Cola 

• Handles guest situations in a professional, quick, thorough, and respectful manner 

• Completes all required training as assigned regarding Life Safety, Evacuation, PCI Compliance, and ADA 

• Handles cash and credit transactions successfully in a fast-paced environment 

• Other duties as assigned by World of Coca-Cola Leadership Team 

Leadership Behaviors: 

The Lead Ambassador, Guest Relations is responsible for their ensuring their own performance is optimal while 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 experience in the themed attraction industry, hospitality industry, or customer service. 

• 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. 

• Ability to add, subtract, multiply and divide in all units of measure using whole numbers, common fractions and decimals, and ability to perform these operations using American units of Money. 

• Proven ability to deal with problems involving few concrete variables in a standardized method.