Guest Services Team Leader

Job Description

Job Overview:

The role impacts on the opening, daily operation and closing of the leisure facility. The role is instrumental in creating smiles for guests and colleagues, whilst protecting and maximizing revenue.

This position oversees the colleague provision of the guest experience in terms of queue line management, selling of tickets, lockers, strollers, turnstile admission and exits, handling guest enquiries, lost and found, information point, guest complaints and friendly guest relations

Job Scope:

• Develop guest services team to provide outstanding guest service through daily supervision of operations at areas that guest services is required to assist
• Manages a team of front line colleagues to include their on the job training, daily attendance, grooming, coaching, appraisals and personal development plans
• Engender a culture of positivity and teamwork within the department, across all levels
• Schedule breaks and if required rotate colleagues fairly in order to ensure position coverage, increased productivity as well as maintaining colleagues well-being
• Coach and discipline colleagues in a fair and consistent manner in order to motivate and improve performance
• Conduct colleague performance appraisals in a timely, fair and constructive manner in order to promote their personal and career growth
• Ensure that all safety rules and procedures are being adhered to at all times
• Ensure that policies, procedures and performance standards that are in place in the department are being followed
• Ensure a clean and safe operating environment and raise any deficiencies to a manager's attention
• Ensure all departmental checklists i.e. opening and closing checklists are being consistently completed, any required follow-up action is initiated, and forms/records are being filed appropriately
• Deal with any internal or external requests and issues that are beyond the scope of their front line colleagues
• Update lost & found inventories and prepares the items for distribution when necessary
• Efficiently manage lost & found store room
• Train staff on promotions/discounts programs and upsell to meet related goals
• Train staff on point-of-sales automated system using Omni ticketing software
• Conduct departmental training as required
• Conduct communication briefings as required
• Use BOS and other reporting tools including Microsoft Excel to track attendance and individual staff performance
• Handle guests concerns courteously and fairly, provide appropriate, available and achievable service recovery as needed
• Perform the tasks of Guest Services Associates as required
• Respond, and action web enquiries related to guest services
• Any other related duties as assigned by the department or management
  
  

• Higher secondary or equivalent
• Minimum 2 years’ experience in operations
• Possess strong leadership skills
• Excellent communication skills
• High level of respect and integrity
• Positive and upbeat attitude
  
  

• Completed task trainer/group trainer programs, or a similar course in conducting training to an individual or group
• Minimum 1 year supervisory experience managing a team of 10+ staff
• Minimum 1 year cash handling experience
• Arabic, Russian, Farsi or Chinese proficiency