LEGENDS

Founded in 2008, Legends is a premium experiences company with more than 1,500 full-time and 30,000 seasonal team members globally. Legends has six divisions operating worldwide - Global Planning, Global Sales, Hospitality, Global Partnerships, Global Merchandise, and Global Technology Solutions - offering clients and partners a 360-degree service solution platform to elevate their brand and execute their vision. Currently, Legends works with marquee clients across business verticals including professional sports; collegiate; attractions; entertainment; and conventions and leisure. We are the industry leaders in designing, planning and realizing exceptional experiences in sports and entertainment.

THE ATTRACTION

Illuminarium Experiences is a digitally delivered, global experiential entertainment brand.  Illuminarium creates, produces, markets, and manages immersive entertainment spectacles that are presented in custom-designed venues called “Illuminariums”. What museums are to art, cinemas to movies and concert halls to music, Illuminariums are to experiential entertainment.  With venues of approximately 25,000 square feet and 20+ foot high ceilings, Illuminarium finds existing real estate and then custom designs the interiors, installing state of the art projection and sound systems. The result: Illuminariums become reprogrammable immersive theaters that surround visitors in a sensory space of 360x360 sight, sound and scale unlike any other. 

THE ROLE

As an Operations Supervisor at Illuminarium Toronto, you are responsible for delivering the ultimate experience for our guest. The Operations Supervisor supports and ensures the smooth operation of the Attraction, Box Office, and Merchandise Shop and may be requested to support the Food & Beverage Team. Key focal points of the role include service delivery, safety management and cash handling supervision. This is a hands-on, leadership role which engages directly with the wider team and guests. At Illuminarium, we strive to democratize experiences and thus our team members need to be alert and observant, making every guest feel acknowledged and taken care of.

Key Tasks: 

• Ensure operations are executed according to the Operations & Merchandise Standard Operating Procedure
• Supervise assigned personnel, evaluate performance, and develop each team member to his/her potential
• Support, manage and innovate ticketing & merchandise operations; ensure proper cash handling procedures are followed at all times. Communicate new promotions, service programs, and operational aspects to team.
• Support, manage and innovate guest service standards, guest engagement levels, and safety standards
• Coordinate with management to continuously drive sales programs, service & safety programs
• Maintain inventory management & proper inventory levels of all items required to successfully operate the location
• Continuously drive sales, guest service, and safety standards, address any and all issues and pivot when needed to prevent, resolve, any guest concerns queries and complaints.
• Manage performance of team members by preparing and communicating goals. Communicate progress/ opportunities for improvement to provide effective feedback.
• Assist in the development of programs that result in increased guest satisfaction
• Daily reporting, opening & closing of the attraction, inventory, and event management
• Coordinate with management on innovation, service levels, and staffing requirements
• Maintain product and service quality standards and anticipate guest needs/concerns
• Perform other related duties, tasks, and responsibilities as required

QUALIFICATIONS

To perform this job successfully, the candidate must be able to perform each essential duty above at the highest levels. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• All applicants must be at least 21 years of age
• High school diploma or equivalent preferred. 
• Minimum of two years’ experience in attractions, museum or visitor center; prior supervisory experience strongly preferred

• Demonstrates an inspirational attitude that contributes to a positive team environment
• Ability to build and maintain effective working relationships with team members along with willingness to set and maintain high standards of performance. Ability to learn and adapt quickly in a fast-paced team environment
• Skilled in operating personal computers, POS systems, and various software packages including MS office
• Strong interpersonal and communication skills including the ability to lead discussions in diverse groups of varying size

• Energetic, self-motivated, welcoming demeanor, and excellent guest services skills required

• Ability to operate independently and with discretion and work effectively under pressure
• Ability to maintain reliable and consistent attendance and punctuality

• Ability to walk and stand for extended periods of time; transfer between indoor and outdoor operations, must be able to handle, feel and reach, climb, balance, stoop, kneel and crouch
• Ability to lift and carry items weighing 10-30 pounds, occasionally 50 pounds
• Must be flexible to work extended hours including late nights, weekends and holidays
• Must be able to communicate effectively with colleagues, guests, and management
• Practice safe work habits, follow all safety policies and procedures and regulations including but not limited to Legends’ COVID Preparedness Plan and Standard Operating Procedures, complete company-wide safety training and any additional job specific safety training.
• Follow and encourage your team to follow all safety policies and procedures, looking for and reporting any unsafe work conditions, and complete company-wide safety training and any additional job specific safety training.
• Report all safety incidents (injuries and illnesses) into the company’s risk management system (Origami Risk) on the same day that the safety incident has been reported to you.

Legends is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, or genetic information.

Skills

• Microsoft Office(Excel, PPT, Word, Outlook)

Behaviors

• Loyal: Shows firm and constant support to a cause
• Innovative: Consistently introduces new ideas and demonstrates original thinking
• Enthusiastic: Shows intense and eager enjoyment and interest
• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
• Dedicated: Devoted to a task or purpose with loyalty or integrity
• Team Player: Works well as a member of a group

Motivations

• Self-Starter: Inspired to perform without outside help
• Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization
• Growth Opportunities: Inspired to perform well by the chance to take on more responsibility