Guest Engagement Team Lead OliOli

The Team Lead is responsible for the hands-on facilitation and oversight on the floor, role model guest engagement and introducing ideas for enhancement of the galleries and Hoppi venue. The Team Lead helps to train, coach and supervise Hoppi front-line colleagues regarding interaction, facilitation and the guest experience. They take a proactive approach, leads by example, and engages with colleagues inside and outside of their domain.

• Provide impeccable service to the Hoppi guests including children, parents, caretakers, and other visitors
• Model appropriate adult-child interactions and exemplary customer service with Hoppi guests and partners; provide leadership on the floor in alignment with Hoppi core values
• Help nourish and sustain a culture of guest-centricity, cohesion, playfulness, and positive reinforcement
• Supervise, coach and lead 1-on-1 check-in meetings with Hoppi front-of-house colleagues working on the reception and within the galleries
• Managing team building activities and initiatives on a periodic basis which are combined with training/conversations/communication etc.
• Conduct daily briefings to ensure that the team is well-informed and ensure seamless communication with all colleagues

• Role model behavior (leading by example) in guest engagement, setting world-class standards for him/herself and providing specific/tangible guidance to the team to enable them to strive for excellence

• Overseeing floor and program facilitation, leading activations and events (including birthdays, fieldtrips and camps), managing daily schedules and daily briefings

• Taking initiative to jointly set objectives with the Venue Manager, collating guest feedback for improvement, identifying trends in terms of guest constraints and proactively suggesting ideas for mitigating those constraints, structuring the work and improving the business

• Handling all guest concerns and questions around our offerings, events, approach, and galleries. Resolving low-level conflicts with and in-between guests

• Positively influencing guest decisions in terms of their purchases (example: converting a single visit into a membership)

• Having a conscientious approach and mindset to procurement, variable staffing, and other costs

• Understanding the team priorities and working towards their achievement, delivering on time and with high quality

• Encouraging creativity within the team and creating a safe environment for the team, listening to colleagues feedback and incorporating views of colleagues as appropriate

• Supporting the onboarding of new colleagues, ensuring all team members are fully trained and briefed on the requirement of their role and function. Providing guidance and assistance to junior colleagues on their tasks and development

• Supporting recruitment activities and independently conducting open days for recruitment