Guest Relation Executive

3 days ago

Chennai, Tamil Nadu, India Wonderla Holidays Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Role & responsibilities

  • Set up and lead Guest Relations operations for Wonderla Chennai (new park launch).
  • Design and implement SOPs and service processes to establish best-in-class guest experience standards.
  • Greet and engage guests, ensuring smooth entry and personalized attention throughout their visit.
  • Address and resolve guest concerns related to rides, dining, lost & found, accessibility, and park facilities.
  • Deliver personalized services for VIPs, differently-abled guests, and families with children.
  • Train, guide, and supervise the Guest Relations team (including reception/front office staff).
  • Promote park amenities, restaurants, retail outlets, and special programs to maximize guest engagement.
  • Collect and analyze guest feedback (NPS, reviews, surveys) and take corrective actions for continuous improvement.
  • Coordinate effectively with internal teams (operations, F&B, security, rides, retail) to resolve issues promptly.
  • Build strong guest loyalty through personalized engagement and relationship management.
  • Coordinate with the Cash Team and NTR (Non-Ticket Revenue) Team to drive in-park sales and upselling opportunities.
  • Promote and support revenue initiatives such as Fast-Track ticket sales, seasonal offers, dining packages, merchandise, and festive/event-based promotions.
  • Engage guests proactively in cross-selling park services and special experiences to enhance revenue per visitor.
  • Prepare and present regular reports on guest satisfaction, complaint trends, revenue contribution from guest relations, and service improvement initiatives.

Preferred candidate profile

  1. Excellent communication and interpersonal skills.
  2. Strong leadership ability with experience in managing guest-facing teams.
  3. Customer-first mindset with excellent conflict resolution and problem-solving skills.
  4. Ability to multitask and remain calm under pressure in a fast-paced environment.
  5. Hands-on experience in guest feedback management (NPS, online reviews).
  6. Proficiency in English; regional language skills are an advantage.

Flexibility to work on weekends, holidays, and extended hours.

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