Tour Operations Captain

Job Summary

Essential Job Functions

• Conduct deployment of Tour Guides and Tour Ambassadors at the start of each shift
• Delegate tasks to Tour Guides and Tour Ambassadors in a courteous manner
• Provide exceptional customer service to visitors of The Star
• Welcome each visitor as they begin the tour.
• Maintain a professional image and pleasant demeanor at all times
• Conduct Box Office responsibilities not limited to Tour Ticket Sales, Answering Phones, Returning Customer Voicemails, and Answering Customer Questions over the phone and in-person at the Ticket Window.
• Setup and teardown of daily tour operation supplies (Tables, Ticket Scanners, Lanyards, Signs, and Tablecloths)
• Have the ability to learn and deliver The Star Tour according to the script to Guests in groups of 25 – 30.
• Be knowledgeable about all parts of The Star that are on the tour route and in the script.
• Facilitate Street Team Operations to promote and raise awareness of Tours at The Star
• Lead Tour Guides and Tour Ambassadors during Events at The Star
• Facilitate a group getting through The Star in a safe and effective way
• Work with fellow team members to keep tour route monitored in an effective manner
• Communicate with team mates and supervisors via 2-way radio
• Ensure safety of all visitors
• Other duties as assigned

Knowledge, Skills and Ability

• The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.
• Strong background in customer service
• Can be trusted to act in a manner that is truthful and values direct, honest communication at all levels of the organization
• Strong interpersonal skills; can effectively communicate and relate to all levels within and outside the organization; creates and builds positive and productive relationships
• Responds quickly and effectively to changing trends and circumstances; embraces change and welcomes fresh perspectives; learns from past mistakes and adjusts accordingly
• Ability to manage appropriate steps to get projects completed; has strong abilities to organize people and processes; can create a plan for resourceful workflow
• Can manage people and resources to get projects completed; has a strong ability to multi-task and keep order.
• Detail Oriented
• Ability to work independently and/or in a team environment
• Strong verbal and written communication skills
• Must have computer skills: Microsoft Word, Excel.

Required Qualifications:

• Must be fully available on Saturday and Sunday.
• Must be able to work extended hours due to business requirements including early mornings, late nights, and holidays.
• High school diploma or equivalent.
• Able to work well within a team environment, offering assistance and support to team members as assigned.
• Able to communicate effectively; including the ability to receive and deliver detailed instruction.
• Ability to pass a background/drug test

Preferred Qualifications:

• Bilingual
• Experience in public speaking
• Customer service background
• Experience with SeatGeek, TicketMaster Host, Archtics and ABI Mastermind