Lead Ambassador, Guest Experience

Job Description Summary:

Lead Ambassador,World of Coca-Cola  

Candidates must be able to work weekends,weekdays and holidays. Flexible shifts varying between the hours of8am and midnight. This role isfull-time workingup to40 hours each week. 

Position Overview: 

TheLead Ambassadoris responsible for supportingoperations atWorld of Coca-Cola, delivering exceptional guestexperience, best-in-class health & safety standards, andmaintainingrevenue andprofit performance. This position provides leadership toallGuest Relations Ambassadorswithin a specified front-line departmentin absence of theSupervisor, leading both Front and Back of House operations.The Lead Ambassador willwork collaboratively withemployees and partners toleverage their outstanding customer service, communication, and leadership skills to ensure that every guest experience atthe World of Coca-Cola is an exceptional one. 

A Lead Ambassadorwillberesponsible forconsistentlysupporting 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 theoveralloperational functions of an area or venue atWorld of Coca-Cola, ensuringopening and closing checklists/SOPs andensuresAttractionstandardsare 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 anddeliveringsupplies,making public announcements, assisting guests with special access, and assisting guests with wayfinding. 

• Refers all duties which requiresupervisor approval to theappropriateLeader on Duty 

• Assists Ambassadors withwhereappropriate,including refunds, returns and service recoveries 

• Positively supports and trainsAmbassadors on Standard Operating Procedures, as needed 

• Ensuresappropriate 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 andAmbassadors 

• Interacts with guests with differing abilities in a respectful andappropriate 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 assignedregarding 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 Relationsis responsible for their ensuring their own performance isoptimal 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 reachover 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 produceaccurate 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. 

Skills:

Pay Range:

Base pay offered may vary depending on geography, job-related knowledge, skills, and experience. A full range of medical, financial, and/or other benefits, dependent on the position, is offered.

Location(s):

City/Cities:

Travel Required:

Relocation Provided:

Job Posting End Date:

Our Purpose and Growth Culture:

We are taking deliberate action to nurture an inclusive culture that is grounded in our company purpose, to refresh the world and make a difference. We act with a growth mindset, take an expansive approach to what’s possible and believe in continuous learning to improve our business and ourselves. We focus on four key behaviors – curious, empowered, inclusive and agile – and value how we work as much as what we achieve. We believe that our culture is one of the reasonsour company continues to thrive after 130+ years. VisitOur Purpose and Vision to learn more about these behaviors and how youcan bring them to life in your next role at Coca-Cola.