Role Overview:
This is a guest facing role which ensures smooth and efficient delivery of the experience for all guests who visit Warner Bros. World. 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,
This position is responsible for promoting and maintaining exceptional standards for guest services. The role oversees and improves upon 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, & annual pass
Additionally, this role supports the Operations Senior Manager with strategic and operational planning for the department.The Guest Services Senior Manager will work with the Operations Team and Management to guide both departments in daily operations.
Key Activities:
To develop the department budget/capex annually
Analyse, control and monitor/report operating expenses and labor expenses
To maintain building, facilities, equipment and supplies in order to minimise damage, reduce waste and control costs
Approves purchases per institutional procurement policy
To actively seek and implement other products and packages to increase other park revenue
Supervise and evaluate Guest Services team
Manage colleagues to include their on and off the job training, daily attendance, grooming, coaching, appraisals and personal development plans
Recruit efficient colleagues, develop and train them for future leaders
Ensure that all colleagues are effectively multi-skill trained to support fluctuating business needs at all locations
Openly communicate appropriate and useful information through various channels to include department meetings and briefings
Motivate colleagues through the effective implementation of incentive and recognition and rewards programs
Ensure department policies, procedures and performance standards are being implemented and maintained through their area
Review departmental policies, procedures and performances standards to ensure these are up to date, correct and purpose changes as appropriate to ensure high levels of customer services
Review departmental health & safety documents on a timely basis
Review accuracy of checklists and records completed in their area and analyse as needed
Work with management colleagues to establish department budget and set yearly goals to achieve maximum sales and net revenue
Develop strategies for the efficient use of staff within and between departments
Coordinate any inventory/stock take activities required in the area ensuring sufficient stock remains on hand at all times and reducing stock loss/wastage
Facilitate efficient, convenient, and secure entry processing
To generate financial and attendance report as required for daily, weekly, monthly and yearly periods using MS Excel and BOS ticketing systems
Lead and contribute to meetings and presentations as required
Develop and maintain effective working relationships with colleagues, partners & third-party stakeholders
To work closely with other departments to coordinate promotions that increase attendance
To manage BOS ticketing system and ensure that methods are in place to generate applicable reports on effectiveness of variance initiatives
To contribute to company KPI’s and objectives by contributing guest service information, recommendations to strategic plans and reviews
To monitor accuracy in external & internal audits
Assure compliance with all contracts and agreements
Identify financial and operational opportunities which will maximise profit and efficiency for the Business
Assist in planning of all future guest service operations that might need to meet the anticipated increased attendance growth
Implement strategies to maintain, improve guest satisfaction survey, happiness survey and mystery shopper
Implement strategies to improve operational systems
Prepare the annual operating and capital budget
Produce a monthly status report for on KPI’s
Ensure that all guest services department colleagues provide the best possible services to the guest
Identify guest services trends managing passive income streams and make recommendations for improvement
Approve ticket extensions requests and complimentary ticket requests when necessary
Handle any routed guest complaints, take corrective action and route related communications to appropriate colleagues
Ensure that corrective action is taken where discrepancies are found in the business
Participate in daily operations alongside their colleagues setting a positive example
Foster a harmonious atmosphere among colleagues in their area and brings team members together through team activities
To complete any additional tasks provided by the line manager
Participate in the park duty manager program
Qualifications, Experience and Skills
Essential:
Higher seconday or equivalent
3 years leadership experience in operations
Excellent interpersonal and communication skills
Strong leadership skills
Able to work independently
Excellent guest services skills
Excellent decisions making skills
Ability to tactfully handle stressful situations
Negotiate and resolve conflicts
Maintain confidentiality and respect and observe company protocols
Computer skills, able to prepare basic reports in excel, presentations in power point
Desirable:
Bachelor’s Degree
ISO Auditor Certification
5 years in guest services
2 years of handling ticketing systems
Develop team for social and cultural events
Ability to speak different launguages
Behavioral Competencies:
Guiding The Miral Way While Managing Others
Create Smiles
Share What You Know
Deliver Excellence
Work as One
Lead With a Shared Vision
Nurture Talent
Build Proactive Partnerships
This listing is sourced from a third-party job board. Applying will redirect you to the original posting.
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