Senior Manager, Guest Services

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