Zipline Guest Services Team Lead

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 You’ll 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.