Job Title: Guest Experience Coordinator
The ideal candidate will oversee the daily operations of the guest experience team, ensuring exceptional service delivery to our valued guests. This role involves managing and coordinating activities to enhance overall guest satisfaction.
Key Responsibilities:
* Manage daily operations of the guest experience team in call centre, front gate, and in-park guest services.
* Schedule and assign tasks to team members, ensuring optimal coverage during all shifts.
* Monitor team performance and provide coaching and feedback to improve service delivery.
Guest Service Excellence:
* Ensure that guests receive timely and accurate information both over the phone and in person.
* Handle escalated guest issues and complaints, ensuring a satisfactory resolution.
* Maintain a high standard of professionalism in all guest interactions.
Operational Coordination:
* Develop and implement procedures to improve operational efficiency and guest service quality.
* Ensure all guest interactions and issues are recorded accurately and follow proper protocols.
* Coordinate with other departments to ensure seamless guest experiences.
Training and Development:
* Develop and deliver training programs for new hires and ongoing training for existing staff.
* Ensure team members are knowledgeable about all tickets, experiences, and promotional offers.
* Foster a culture of continuous learning and professional development.
Administrative Duties:
* Ensure all administrative tasks are completed accurately and on time.
* Maintain records of guest interactions, feedback, and resolutions.
* Prepare reports on team performance and guest satisfaction for management review.
Facility Management:
* Ensure all guest service areas, offices, and desks are clean, organized, and welcoming.
* Manage lost property, assist with lost children, and address any in-park issues.
* Support special events and activities, ensuring they run smoothly and guests have a positive experience.
Collaboration:
* Work closely with the guest services, admissions, and retail team leaders, as well as the sales and marketing director and other members of the management team.
* Collaborate with other departments to develop and implement guest experience initiatives.
* Act as a liaison between guests and management to communicate feedback and improve service delivery.
Front Gate Management:
* Lead day-to-day operations of the admissions, call centre, guest services, and retail teams.
Requirements:
* Candidate should possess excellent customer service skills.
* Effective communication skills and competency in conflict resolution.
* Guest service experience with effective communication skills and competency in conflict resolution.
* Ability to handle multiple priorities simultaneously.
* Strong time management and organisational skills with attention to detail.
* Analytical problem-solving skills.
* Professional and friendly disposition with an ability to work under pressure, multi-task, and meet deadlines.
Languages:
* Fluent English.
Experience:
* Leading a team.
* Point of sale systems.
* Microsoft Office (Excel, Word, Outlook, PowerPoint).
* Utilising equipment such as a computer and two-way radio.
Seniority Level:
* Mid-Senior level.
Employment Type:
* Full-time.