Guest Experience Manager
3 days ago
Job Title: Guest Experience Manager
About the Role
We are seeking an experienced Guest Experience Manager to lead our Guest Services team at PLaY Arena. As a key member of our operations team, you will be responsible for ensuring exceptional guest experiences and efficient operations.
Key Responsibilities
- 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.
- Develop and implement guest service standards and procedures to enhance guest satisfaction.
- Monitor feedback from online and offline sources to identify trends, areas for improvement, and opportunities to enhance the guest experience.
- Implement strategies to address guest concerns and continuously improve service quality.
- 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.
- Collaborate with the sales and marketing team to promote and market corporate and birthday booking packages.
- Coordinate with various departments to ensure smooth execution of events and bookings.
- Oversee event logistics, including setup, staffing, equipment rentals, and food arrangements.
- Conduct regular inspections of facilities and activity equipment to maintain safety standards and optimal guest experiences.
- 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.
Qualifications
We are looking for a highly experienced Guest Experience Manager who possesses:
- 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.
- Proficiency in Microsoft Office suite and experience with customer relationship management (CRM) software is a plus.
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