Guest Relations Manager
6 days ago
Job Title: Guest Relations Manager(HOD)
About the Role:
We are seeking a highly motivated and experienced Guest Relations Manager to join our team at PLaY Arena. As a key member of our operations team, you will play a crucial role in ensuring exceptional guest experiences and efficient operations.
Key Responsibilities:
- Guest Services Leadership: Oversee all aspects of guest services, including admissions, ticketing, inquiries, and customer relations. Lead a team of guest service staff to provide outstanding hospitality and assistance to visitors.
- Feedback Monitoring: Monitor feedback from both online platforms (e.g., review sites, social media) and offline sources (e.g., comment cards, surveys). Analyze feedback data to identify trends, areas for improvement, and opportunities to enhance the guest experience.
- Corporate & Birthday Bookings: Manage corporate event bookings, including meetings, team-building activities, and corporate retreats. Facilitate birthday party bookings, ensuring seamless planning and execution of celebrations for guests of all ages.
- Operations Coordination: Coordinate with various departments (e.g., Sales, Activities, Maintenance, Food & beverage, Events etc) to ensure smooth execution of events and bookings. Oversee event logistics, including setup, staffing, equipment rentals, and food arrangements.
- Staff Training & Development: Provide training and guidance to guest service staff on service standards, communication skills, and conflict resolution. Conduct performance evaluations and implement development plans to enhance team capabilities.
Requirements:
- Bachelor's degree in Hospitality Management, Event Management, Business Administration, or related field.
- Proven experience in guest service management, preferably in the hospitality, tourism, or events industry.
- Strong communication, interpersonal, and leadership skills.
- Excellent organizational and problem-solving abilities.
- Ability to work effectively under pressure and adapt to changing priorities.
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