Guest Experience SR. Team Lead - NYC

Original X Productions are the operators of worldwide location based entertainment experiences including The FRIENDS^TM Experience, The Office Experience, and Harry Potter – Magic at Play.  We are looking for staff who are passionate, exhibit the core values of excellence, have a commitment to safety, and value fun in everything they do. 

Job Summary:

OGX is seeking a Sr. Team Lead. This position works closely with Team Members and directly with Guests to help create an immersive, welcoming, and positive experience. The ideal candidates thrive in fast-paced environments, have the ability to work with a variety of personalities, and can project a positive image to both team members and visitors. 

This full-time position pays $23.00 per hour.  

Primary Responsibilities

• Provide leadership and sound judgment to the operations management team to the benefit of the company
• Member of the MOD (Manager on Duty) rotation
  • Oversee on-site day-to-day operations including, but not limited to: ticketing, cash management, attraction operations, guest services, custodial services, security services, on-site marketing, and on-site groups & events
• Ensure all team members and trainers are performing to a high standard, delivering great service with guest engagement
• Maintain a strong presence throughout the experience, completing walkthroughs and assisting team members as needed. Stepping into rotation if needed for coverage
• Assist with onboarding & training tasks and presentations for new team member hires
• Work with Department Managers and Team Leads to implement mentorship program including but not limited to discussions, development, action plans & reporting 
• Develop and coordinate Team Lead for a day program, conducting interviews with MODs for all applicants
• Assist with staff engagement & incentives program. Develop and schedule activities and calendar
• Work with Guest Experience  Manager to coordinate email correspondence on behalf of OGX & it’s experiences via Freshdesk
• Assist with reception tasks on non-operational days. Providing coverage at the main entrance to receive vendors, packages & giving information to inquiring passersby
• Assist Site Manager with administrative tasks as needed
• Any and all duties as assigned

Requirements:

• Must be vaccinated against Covid-19.
• Must be able to remain in a stationary standing position more than 50% of the time
• Must be able to move about inside the exhibit space
• Occasionally lifts and moves items / equipment weighing up to 50 pounds
• Able to work a variable schedule including nights, weekends, and holidays

Your strengths include:

• Exceptional communication skills
• Organized and detail oriented
• Ability to multitask
• Self-Starter and proactive
• Excellent problem solver with the ability to troubleshoot and come up with creative solutions
• Ability to effectively interface with the public and handle emergency situations with grace, in a calm and authoritative manner
• Experienced in customer service, communication, written and interpersonal skills
• Experienced with POS systems, Microsoft Office, and Google Drive
• Strong leadership skills

Your experience:

• High school diploma (or equivalent), some college is preferred (current students welcome to apply)
• At least 6 months of supervisory or commensurate leadership experience
• At least one year experience in guest-focused business (retail, restaurant, experiential, hospitality, etc.)
• Experience working in the Attractions and Amusement Industry welcomed
• Experience using a ticketing system

Benefits:

• Health Benefits including medical, dental, and vision
• Individual Retirement Account
• Commuter Benefits
• Paid vacation and sick leave
• Opportunities and encouragement for growth and advancement