Ticketing Assistant Lead

The Ticketing Assistant Lead assists the Ticketing Lead in the day‑to‑day operation of all aspects of the Ticket Plazas, Guest Services, and remote ticketing locations including, but not limited to, customer service, ticketing team member supervision, closing and opening ticket locations, entering daily sales, scheduling, and maintaining supplies and materials.

Additional duties may be assigned. Management retains the discretion to change or add to the duties of this position at any time.

• Comply with and maintain all departmental and park policies, standards, and procedures
• Partner with department Duty Manager to maintain appropriate staffing levels in accordance with business needs, enforce all staffing and attendance polices, and maintain team member employment documentation as it pertains to the ticketing areas
• Ensure all up‑selling goals are being met with all staff in setting and monitoring the expectations and assist with the maintenance of department and park‑wide programs to boost staff morale and retention and to increase sales productivity
• Develop and maintain location specific employee relations
• Respond to and take appropriate action to resolve concerns and issues both from park guests and staff members
• Maintain a professional work environment within Guest Services locations. This includes setting clear behavioral expectations for subordinates and developing positive and professional relationships and communication lines with all subordinates, peers, managers and guests, serving as an example to all team members
• Provide team members with necessary information, tools, and feedback to effectively perform their job duties
• Participate in Guest Services “Duty” rotation to ensure ticketing location coverage during operating hours, set‑up, inventory, etc.
• Assist in implementing and monitoring all ticketing inventory and asset inventory, controlling labor budget for all seasonal/ part‑time staff, and controlling expenses
• Monitor and control all cash mishandling issues with staff according to need
• Collaborate with all departments about daily operating schedules and issues with daily operations
• Perform job duties in a safe manner
• Provide effective communication to superiors and subordinates
• Perform job duties of subordinate departmental roles as necessary
• This position requires the employee to receive credit card information to take a deposit, make a payment, or initiate a refund
• All other duties as assigned

These are carried out in accordance with applicable safety policies and laws.

Responsibilities include:

• Train and coach employees as needed
• Plan, schedule, assign, and direct work
• Address issues and resolve problems
• Enforce park policies and procedures
• Ensure staff follows all grooming, safety and hospitality standards and procedures
• Ensure proper and on‑time opening of operations
• Assist team members with locating register errors
• Reward and discipline employees as needed
• Communicate daily events to other area supervision
• Ensure all staff is made aware of changes on the Daily Adventure Plan

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must understand, read, write and speak the English language
• Must be at least 17 years old
• Must be able to maintain a good working relationship with coworkers
• Must be able to work days, nights, weekends, and holidays as needed
• Must have excellent communication skills and sense of appropriateness to converse with employees and guests
• Must be able to react quickly during emergencies
• Must be able to add, subtract, multiply, and divide in all units of measure
• Must be able to obtain PCI certification within 30 days of employment.

• High school education or educational equivalent required; some college preferred
• At least 1 year of proven supervisory experience required
• Past experience in customer service or…