Guest Service Supervisor
Join the Adventure at Niagara Adventure Excursions!
Are you a natural leader with a passion for people, organization, and delivering unforgettable guest experiences? Niagara Adventure Excursions is one of the region’s most thrilling attractions, offering visitors from around the world the chance to experience the natural wonder of Niagara Falls like never before. We’re looking for a confident, driven, and service-focused Guest Service Supervisor to lead our front-line team and keep operations running smoothly.
This is a high-impact role where your leadership, organization, and guest service skills will shine. You’ll oversee daily operations, coach your team, manage cash and inventory, and most importantly — help create exceptional experiences for every single guest.
Position: Guest Service Supervisor
The Guest Service Supervisor is responsible for the day-to-day supervision of our Guest Services team. Your team is the first contact for all our guests , positive interaction will set the guest up for a great expirence .Working with administration on hiring and training to scheduling and coaching, this role ensures that every interaction reflects WildPlay’s high standards of service. You’ll work closely with other departments and team leads to keep things running efficiently, all while fostering a positive, energetic, and guest-first environment.
What you’ll be doing:
Supervising the flow of guest traffic to ensure an efficient and enjoyable experience
Managing the central cash operations, including preparing deposits and weekly change orders
Leading guest service sales efforts, implementing promotional strategies, and training staff on upselling best practices
Scheduling and training the Guest Services team
Managing and ordering supplies, conducting weekly inventory, and ensuring the Guest Services area is organized and stocked
Ensuring WildPlay’s service standards are consistently met and exceeded
Interacting with guests directly to resolve issues, answer questions, and deliver exceptional service
Leading by example and stepping in to support the Guest Services team as needed
Troubleshooting POS and reservation systems; escalating technical issues when necessary
Providing mentorship and motivation to staff through ongoing coaching and feedback
Responding to escalated guest issues efficiently
Collaborating with others to support all operational areas of the park
Providing occasional on-call support as needed
Qualifications & Skills:
Strong supervisory or leadership experience in a customer service environment
Proven ability to lead, coach, and inspire a team
Customer-focused mindset with a natural ability to solve problems and remain calm under pressure
Excellent communication and interpersonal skills
Technical proficiency with Microsoft Office and POS/reservation systems (training provided)
Ability to manage time effectively, prioritize tasks, and meet deadlines
Detail-oriented and highly organized
Ability to work both independently and as part of a team
Demonstrated ability to exceed guest expectations
Experience with WildPlay’s products or adventure tourism is an asset
Bilingualism is an asset, but not required
Post-secondary education in a related field is an asset, but not required
Physical demands include regular standing, walking, bending, and occasional use of a ladder
Work Relationships:
Reports to the Operations and General Managers
Provides leadership and direction to Guest Service Leads, Guest Service Agents
Collaborates with Duty Managers, Supervisors, and other park departments as needed
Work Schedule:
This is a full-time, seasonal position with a flexible schedule based on operational needs.
Expect to work evenings, weekends, and holidays during peak season (typically May through mid/late September). Occasional on-call support may be required.
Why Join WildPlay?
As a Guest Service Supervisor, you’ll play a key role in creating experiences that matter. You’ll be part of a team that values leadership, courage, and fun, all while working in one of the most iconic locations in the world.
Ready to lead the way in unforgettable adventure?
Apply today and bring your energy to WildPlay Niagara Falls!
