Guest Services Manager Full Time

Customer Service

• Assist in ensuring that department employees deliver the brand promise and provide exceptional guest service at all times.
• Ensure that employees also provide excellent service to internal customers in other departments as appropriate.
• Handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
• Maintain positive guest and colleague interactions with good working relationships.

Financial

• Maximize employee productivity through the use of multi-skilling, multi-tasking, and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.
• Focus attention on improving productivity levels and the need to prudently manage utility/payroll costs within acceptable guidelines, ensuring optimum deployment and energy efficiency of all equipment.
• Ensure new technology and equipment are embraced, improving productivity while taking work out of the system.
• Provide input into the preparation and management of the department’s budget.

Operational

• Oversee the daily operations of the guest services department, including ticketing, admissions, cabana services, locker and towel rentals, lost and found management, and upselling packages.
• Manage the mascot/character program, including scheduling, training, and performance quality.
• Oversee the ticketing system, handle transactions accurately, and manage guest admissions.
• Provide information about ticket options, promotions, and park policies.
• Ensure a smooth and efficient entry process for all guests.
• Develop and manage processes for locker and towel rental services.
• Develop upsell packages and additional services to enhance the guest experience and increase revenue.
• Provide detailed information about available packages and their benefits.
• Ensure all guest service areas are safe and adhere to park guidelines.
• Develop and implement standard operating procedures (SOPs) for the department.
• Perform park Duty Manager shifts as required, overseeing overall park operations and guest experience.

Personnel

• Closely supervise the department employees in the performance of their duties, ensuring this is in accordance with policies and procedures and applicable laws.
• Oversee the punctuality and appearance of all employees, making sure they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the park and department’s grooming standards.
• Develop the skills and effectiveness of all employees through appropriate training, coaching, and/or mentoring.
• Assist in the training of employees, ensuring they have the necessary skills to perform their duties with maximum efficiency.
• Supervise the employees within the department, ensuring the correct standards and methods of service are maintained as stated in the Departmental Operations Manual.
• Support the implementation of The People Brand, demonstrating and reinforcing the park’s Values and Culture Characteristics.
• Ensure employees have a complete understanding of and adhere to employee rules and regulations.
• Ensure employees follow all park, company, and local rules, policies, and regulations relating to fire and hazard safety, and security.

Other Duties

• Understand and strictly adhere to the Rules & Regulations established in the Employees Handbook and the park’s policy on Fire, Hygiene, Health, and Safety.
• Report for duty punctually, wearing the correct uniform and nametag at all times.
• Maintain a high standard of personal appearance and hygiene at all times.
• Maintain a good rapport and working relationship with staff in all other departments.
• Attend and contribute to all staff meetings, Departmental, Park, and Hotel training schedules, and other related activities.
• Fully support the Departmental Trainers function in the Department assigned.
• Undertake any reasonable tasks and secondary duties as assigned by the Director of Operations, Water Park.
• Respond to any changes in the department function as dictated by the park.
• Project at all times a positive and motivated attitude and exercise self-control.
• Have a complete understanding of the Department Operations Manual and Policies and Procedures. Occasional Duties
• Assist in carrying out quarterly, bi-yearly, yearly inventory of operating equipment.
• Carry out any other reasonable duties and responsibilities assigned.

Qualifications

“4+ years of experience managing high-volume Guest services operations in a water park or theme park, preferably in the UAE or GCC Expertise in team leadership, conflict resolution, and Guest experience optimization Experience developing Guest feedback programs and service recovery initiatives Experience with admission systems, including integration with CRM, pricing & package strategies Exposure to budgeting, cost control, and financial planning High reading, writing, and oral proficiency in the English language Proficiency in Microsoft Word, PowerPoint and Excel, including data analysis, financial modeling, and reporting”