Guest Relations

3 weeks ago

Hyderabad, India Ushakiron Movies Full time

Role & responsibilities

  1. Tour Management & Storytelling

  2. Welcome guests with warmth & enthusiasm at Eureka providing information about park operations / attractions and guide them to the Opening Ceremony.

  3. Assist guests in boarding the Vintage Bus (Studio Tour) or AC Bus (Star Experience Tour).
  4. Conduct scripted and engaging tours, adjusting dynamically to guest demographics and interest.
  5. Provide accurate information about RFCs legacy, famous film shoots, and current productions.

  6. Share interesting facts and stories that make the tour fun and memorable for guests.

  7. Guest Experience & Safety

  8. Monitor guest feedback through their interaction and take specific issues to management.

  9. Handle guest enquires, complaints, special requests promptly giving satisfaction to guests.
  10. Monitor guest behavior and movement during the tour for safety and comfort.
  11. Announce and reinforce safety guidelinesremain seated while in motion, keep limbs inside the bus, etc.
  12. Offer assistance in emergencies; administer basic first aid and alert the in-house hospital if needed.
  13. Conduct bus checks post-tour to ensure no guest belongings are left behind and report to Security if found.
  14. Guide guests post-tour to attractions, shows, rides, Fundustan, restaurants, and shopping areas.

  15. Resolve issues such as lost items, ticketing disputes with empathy.

  16. Communication & Soft Skills

  17. Must be fluent in at least two languages (preferably English, Hindi, or Telugu).

  18. Exceptional communication and interpersonal skills to engage diverse guests, VIPs, family groups, international guests.
  19. Communicate in a clear, polite, enthusiastic, and guest-friendly tone.
  20. Respond professionally to guest questions and provide accurate information.

  21. Promote upselling of food options, merchandise to enhance guest satisfaction.

  22. Navigation & Guest Flow

  23. Ensure timely boarding and deboarding at designated points to avoid delays.

  24. Help manage crowd flow and provide directions to restrooms, baby feeding room, drinking water, food courts, and entertainment zones.

  25. Compliance & Coordination

  26. Adhere to all defined SOPs and checklists related to tours and guest handling.

  27. Position oneself effectively for visibility and sound clarity during narration.
  28. Attend daily briefings and follow instructions from senior management.
  29. Stay informed on updated tour scripts, newly shot locations, and special events.
  30. Adhere to dress code and grooming guidelines.

  31. To handle any complaints or unexpected situations with composure.

  32. Training & Performance Evaluation

  33. Participate in induction training and periodic refresher courses.

  34. Undergo live performance assessments and receive feedback from supervisors.

7. KPIs include

  • Number of tours conducted
  • Guest satisfaction and feedback scores
  • Adherence to scripts and tour timing

  • Incident-free safety record

  • Documentation & Reporting

  • Maintain daily tour checklists and submit necessary reports.

  • Promptly escalate guest feedback, complaints, or incidents to the supervisor.)

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