About the Role:
This is a guest-facing role which ensures the smooth and efficient delivery of experiences for all guests who visit. This position oversees the daily operations of guest services functions, ensuring exceptional guest care and generating revenue to contribute to overall goals and financial sustainability.
The Guest Services Senior Manager is responsible for promoting and maintaining exceptional standards for guest services. The role involves overseeing and improving the day-to-day operations of ticketing, school/group entrance, valet parking, turnstiles, stroller and wheelchair rentals, lost & found, information point, paid attractions, flash pass, and annual pass. Additionally, this role supports the Operations Senior Manager with strategic and operational planning for the department and works with the Operations Team and Management to guide both departments in daily operations.
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Key Activities:
- Develop the department budget/capex annually
- Analyze, control, and monitor/report operating expenses and labor expenses
- Maintain building, facilities, equipment, and supplies to minimize damage, reduce waste, and control costs
- Approve purchases per institutional procurement policy
- Actively seek and implement products and packages to increase park revenue
- Supervise and evaluate the Guest Services team
- Manage colleagues including training, daily attendance, grooming, coaching, appraisals, and personal development plans
- Recruit efficient colleagues and develop them for future leadership
- Ensure all colleagues are effectively multi-skilled to support fluctuating business needs at all locations
- Openly communicate appropriate and useful information through various channels including department meetings and briefings
- Motivate colleagues through the effective implementation of incentive, recognition, and rewards programs
- Ensure department policies, procedures, and performance standards are implemented and maintained
- Review departmental policies, procedures, and performance standards for relevance and accuracy
- Review departmental health & safety documents on a timely basis
- Review accuracy of checklists and records completed in their area and analyze as needed
- Work with management to establish department budget and set yearly goals for maximum sales and net revenue
- Develop strategies for efficient use of staff within and between departments
- Coordinate inventory/stock activities ensuring sufficient stock remains and reducing stock loss/wastage
- Facilitate efficient and secure entry processing
- Generate financial and attendance reports as required using MS Excel and BOS ticketing systems
- Lead and contribute to meetings and presentations as needed
- Develop and maintain effective working relationships with colleagues, partners, and third-party stakeholders
- Collaborate with other departments to coordinate promotions that increase attendance
- Manage the BOS ticketing system to produce applicable reports on initiatives
- Contribute to company KPIs by providing guest service information and recommendations
- Monitor accuracy in external and internal audits
- Ensure compliance with all contracts and agreements
- Identify financial and operational opportunities to maximize profit and efficiency
- Assist in planning all future guest service operations to meet anticipated attendance growth
- Implement strategies to enhance guest satisfaction and service quality
- Prepare the annual operating and capital budget
- Produce a monthly status report on KPIs
- Ensure all guest services department colleagues provide exceptional services to guests
- Identify guest service trends and manage income streams while suggesting improvements
- Approve ticket extensions and complimentary ticket requests as needed
- Handle routed guest complaints, take corrective action, and communicate appropriately
- Ensure corrective action on any discrepancies found in the business
- Participate in daily operations and set a positive example for colleagues
- Foster a harmonious atmosphere among colleagues and promote team activities
- Complete any additional tasks assigned by the line manager
- Participate in the park duty manager program
Qualifications, Experience and Skills
Essential:
- Higher secondary education or equivalent
- 3 years of leadership experience in operations
- Excellent interpersonal and communication skills
- Strong leadership skills
- Ability to work independently
- Excellent guest services skills
- Strong decision-making skills
- Ability to tactfully handle stressful situations
- Conflict resolution and negotiation skills
- Maintain confidentiality and company protocols
- Computer skills, including basic report preparation in Excel and presentations in PowerPoint
Desirable:
- Bachelor’s Degree
- ISO Auditor Certification
- 5 years in guest services
- 2 years of experience with ticketing systems
- Experience in developing team social and cultural events
- Multilingual abilities
Behavioral Competencies:
- Create Smiles
- Share What You Know
- Deliver Excellence
- Work as One
- Lead With a Shared Vision
- Nurture Talent
- Build Proactive Partnerships
The company Experiences
