
Guest Relation Executive
1 day ago
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
- Excellent communication and interpersonal skills.
- Strong leadership ability with experience in managing guest-facing teams.
- Customer-first mindset with excellent conflict resolution and problem-solving skills.
- Ability to multitask and remain calm under pressure in a fast-paced environment.
- Hands-on experience in guest feedback management (NPS, online reviews).
- Proficiency in English; regional language skills are an advantage.
Flexibility to work on weekends, holidays, and extended hours.
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