Guest Services Team Lead - SF

San Francisco, CA
Part Time
Superfly X

Superfly Media Experiences, LLC is opening The FRIENDS Experience - The One In San Francisco, and experiential exhibit based on the famous sitcom. Superfly is looking for Team Members who are passionate, exhibit the core values of excellence, have a commitment to safety, and value fun in everything they do. 

Job Summary:
Superfly is seeking a Team Lead, Guest Services to cultivate and foster an engaging, positive, and inspiring environment for our Guests and Team Members. This position will be responsible for delivering an outstanding guest experience by supervising the front-line team.

This position will work closely with Team Members and directly with Guests to help create an immersive, welcoming, and positive experience.  They will oversee a team of about 20 team members responsible for ticket sales, line control, and photo operations.  The ideal candidates thrive in fast-paced environments, has the ability to work with a variety of personalities, and can project a positive image to both team members and visitors. This temporary role is expected to run from September 26, 2022 to January 2, 2023.  This position pays $21.00 per hour.  

Primary Responsibilities

  • Oversee day-to-day experience floor operations including, but not limited to, ticketing, guest services, and photo operations
  • Learn and become a subject matter expert on operations policies, processes, procedures, and standards
  • Help to train and develop a world-class operations team
  • Actively participate in defining the team culture and incorporating it into the operation
  • Assess the effectiveness of the team, providing feedback to management, and enforcing disciplinary actions as outlined in the employee handbook and training
  • Maintain and oversee the daily break schedule to ensure employees get required breaks and move through assigned positions efficiently
  • Manage staff timekeeping system, ensuring that team members are accurately and appropriately clocking in and out for their shifts
  • Enforce the dress code
  • Jump into any area of the operation as needed
  • Complete daily summary reports in a timely and professional manner
  • Additional duties as assigned


  • Must be vaccinated against Covid-19.
  • Must be able to remain in a stationary standing position more than 50% of the time
  • Must be able to move about inside the exhibit space
  • Occasionally lifts and moves items / equipment weighing up to 50 pounds
  • Able to work a variable schedule including nights, weekends, and holidays

Your strengths include:

  • Exceptional communication skills
  • Organized and detail oriented
  • Ability to multitask
  • Leading by example
  • Self-Starter and proactive
  • Maintain grace under pressure and enjoy working in a fast-paced and fluid environment
  • Excellent problem solver with the ability to troubleshoot and come up with creative solutions
  • Ability to effectively interface with the public and handle emergency situations in a calm and authoritative manner
  • Experienced in customer service, communication, written and interpersonal skills
  • Experienced with POS systems and Gmail
  • Strong leadership skills

Your experience:

  • High school diploma (or equivalent), some college is preferred (current students welcome to apply)
  • At least 6 months of supervisory or commensurate leadership experience
  • At least one year experience in guest-focused business (retail, restaurant, experiential, hospitality, etc.)
  • Experience working in the Attractions and Amusement Industry welcomed
  • Experience using a ticketing system

Why work at Superfly:

We are idea evolvers, people lovers, music nerds and passionate humans who are constantly striving to enhance our industry leading work. We have fun taking work seriously.  We are an equal opportunity employer and encourage people with disabilities and from other diverse backgrounds to apply.


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