• Guest Experience Team Lead

    American Dream (East Rutherford, NJ)


    American Dream (https://www.americandream.com/) , developed by Triple Five Group, is an unparalleled mix of world-class entertainment, retail, and dining, comprising more than 3 million square feet just minutes away from New York City in East Rutherford, New Jersey. American Dream (https://www.americandream.com/) is home to leading attractions, including DreamWorks Water Park (https://www.americandream.com/venue/dreamworks-water-park) , Nickelodeon Universe Theme Park (https://www.americandream.com/venue/nickelodeon-universe) , LEGOLAND Discovery Center (https://www.americandream.com/venue/legolanddiscoverycenter) , SEA LIFE Aquarium, (https://www.americandream.com/venue/sealifeaquarium) Big SNOW Ski Hill, Dream Wheel (https://www.americandream.com/venue/dreamwheel) – a 300-foot observation wheel overlook the NYC skyline, as well as attractions debuting soon such as The Game Room Powered by Hasbro and Skip Barber Racing Go-Kart Academy. American Dream’s immersive luxury shopping and dining experience – The Avenue – features Saks Fifth Avenue, Hermès, Saint Laurent, Dolce & Gabbana, Carpaccio, a fine-dining Italian restaurant, and much more. The retail collection is further expanded with flagship locations for Aritzia, H&M, PRIMARK, Uniqlo, Sephora and Zara; as well as the Toys R Us global flagship, the only standalone location in the U.S, and the world’s first and only “candy department store,” IT’SUGAR.

     

    For more information on American Dream, visit www.americandream.com or find us on Instagram @americandream (http://www.instagram.com/americandream) and TikTok @americandream_official (https://www.tiktok.com/@americandream\_official) .

    Key Objective(s):

    The main purpose of the Guest Experience Team Lead is:

    + To provide direction to the Guest Experience Team Members while ensuring that outstanding guest service is always provided to our guests while visiting American Dream attractions, and retail stores.

    Primary Responsibilities:

    + Provide leadership to Guest Experience team members emphasizing guest service, safety, and cleanliness for all areas.

    + Resolve guest issues or direct the matter to appropriate staff for resolution or action.

    + Ensure the implementation of opening and closing checklists are completed for assigned areas.

    + Operate a computerized POS (Point of sale) system in an efficient and timely manner.

    + Perform the role of a Guest Experience team member.

    + Assist in managing the daily operation of all attraction and retail store areas.

    + Assist guests in the purchasing of American Dream tickets, gift cards, merchandise, rentals, and retail items.

    + Serve as on-duty person in charge in absence of a Guest Experience Supervisor.

    + Ensure that all team members are complying with company policies and procedures.

    + Assist in training new team members.

    + Assist with the documentation and communication of employee performance issues.

    + Present positive and professional attitude towards guests, team members, and other departments.

    + Ensure overall cleanliness and safety of the work area.

    + Assist in monitoring inventory of attraction and retail store items.

    + May provide direction/support in other work areas such as needed.

    + Performs other duties/tasks as assigned.

    Desired Qualifications:

    + Must be at least 18 years of age

    + High School Diploma or equivalent

    + 2-3 years previous cash register and guest services experience

    + Previous leadership experience preferred

    + Previous ice rink, retail, or theme park experience preferred

    + Must possess outstanding guest service skills

    + Strong verbal and written communication.

    + Ability to resolve and remedy guest complaints, concerns and questions.

    Physical Job Requirements:

    + Stand and move- frequently, 90% of time

    + Perform repetitive motion (using keyboard)-Frequently, 70% of time

    + Reach at or below shoulder level- frequently, 90% of time

    + Stoop/Squat-Frequently, 70%

    + Lifting/carry up to 20 pounds – Occasionally, 30% of time

    + Lift/Carry up to 40 lbs-Infrequently, 20% of time

    + Kneel and bend- Occasionally, 30% of time

    + Reach at or above shoulder level –Occasionally, 30% of time

    + Handle larger items such as boxes or packages- occasionally, 20% of time

     

    American Dream is an equal-opportunity employer and is committed to providing a workplace free from harassment or discrimination. All employment decisions are to be made without regard to race, color, age, gender, sexual orientation, religion, marital status, pregnancy, national origin/ancestry, citizenship, physical/mental disability, military status, or any other basis prohibited by law.

    Job Details

    Job Family AD

     

    Pay Type Hourly

     

    Hiring Rate 17 USD