Job Description

Salary: $18.10

Guest Services Team Lead

Niagara Adventure Excursions

As a Guest Service Team Lead, you inspire and guide the Guest Service team to deliver exceptional experiences for every guest. You set the standard for professionalism, guest service, and operational excellence, ensuring daily operations run smoothly. You are a go-to leader for your team, supporting ticketing, check-ins, merchandise sales, and other guest service tasks, while serving as a vital communication link between your team and site management.

To excel in this role, you bring a friendly, positive, and outgoing attitude. You have strong leadership qualities, communicate clearly and effectively, and enjoy mentoring and motivating others. You are proactive, adaptable, and able to assess when your team needs guidance, all while maintaining a high standard of guest experience.

What Youll Do:

Lead the Guest Service team by example, modeling excellent service and professionalism
Ensure your team completes all duties, including reservations, merchandise sales, and guest interactions
Assist team members with group or special-request reservations and provide guidance when needed
Support training and shadow new or existing Guest Service Agents
Conduct daily cash management and assist with setting up floats and shift deposits for frontline staff
Serve as the Guest Service point of contact for other team members and Leadership Team
Resolve guest and team issues, either directly or by escalating to the Guest Service Supervisor or Leadership Team where necessary
Schedule breaks and monitor team workflow throughout shifts
Maintain clean, organized, and guest-ready service areas
Reconcile reservations, payments, and transactions at the end of the day
Support site opening and closing procedures
Troubleshoot IT or booking system issues with the Leadership Team
Provide coaching and guidance to team members, including corrective action when necessary
Perform any other tasks that support guest service excellence
Maintain proficiency in all tasks assigned to Guest Service Agents

What You Bring

Proven experience delivering excellent guest service
Subject matter expertise in site products, services, and processes
Ability to lead, motivate, and support a team
Consistent attention to detail and high standards of work
Ability to prioritize critical tasks and procedures to ensure guest flow and risk management standards
Strong communication, judgment, and decision-making skills
Initiative and proactive problem-solving abilities
Positive attitude and openness to feedback
Ability to meet physical demands, including standing, sitting, and occasional bending, kneeling, and going up/down stairs

On-the-job training and ongoing support are provided.

Department and Reporting Structure

You report to the Guest Service Supervisor and communicate with the Duty Manager and Leadership Team during operations. Guest Service Agents look to you for leadership and guidance.

Work Schedule

Seasonal position with flexible full-time or part-time hours based on operational needs, including evenings, weekends, and holidays.

This position is planned to begin around April 1st 2026.

WildPlay

Open Positions

Zipline Guest Services Team Lead