Guide Team Leader

JOB SUMMARY

The Guide Team Leader is responsible for managing and leading the Guide team that provides guest and resident assistance, incident first response, and manning of WRS Help Centers. The Team Leader ensures the team operates effectively, delivering excellent guest service and incident management in alignment with organization’s core values. This role involves coaching, supervising, and supporting team members to meet operational goals.

COLLECTIVE JOB DUTIES

• Lead, supervise, and motivate the Guide team who perform guest and resident assistance both on foot and in vehicles.
• Oversee the team’s first response to incidents, ensuring timely and effective action and escalation.
• Manage the staffing and operation of WRS Help Centers by the Guide team.
• Provide direction, guidance, and support to team members to maintain high standards of service and safety.
• Monitor team performance, provide feedback, and implement improvements as necessary.
• Ensure all team members adhere to organization ’s core values: Guest Experience, Dignity, Safety, Respect, and Authenticity.
• Communicate regularly with the Guide Supervisor regarding team status, challenges, and progress.
• Coordinate training, scheduling, and daily task allocation within the team.
• Perform any other reasonable tasks assigned by the Guide Supervisor or client.

CULTURAL & VALUES ALIGNMENT

Core Value Expected Behavior

 Guest Experience Led the team to deliver exceptional service and guest support.

Dignity Foster a respectful and professional team culture.

Safety Ensure team compliance with all safety protocols.

Respect Promote respectful communication and collaboration.

Authenticity Encourage honest, transparent, and ethical behavior.