Guest Services Associate

About the Role

Join our team as a Guest Services Associate and make every guest’s visit to our leisure facilities an unforgettable experience. In this guest-facing role, you will be the first point of contact, ensuring seamless entry for all guests while providing warm, professional hospitality. You will actively engage each guest by delivering clear, helpful information about shows, attractions, and facilities to elevate their experience. Proactively sell and promote tickets, merchandise, and services using a POS system, while managing cash transactions with accuracy. Your initiative in resolving guest concerns or issues with integrity is essential to maintaining the highest standards of service. Additionally, you will contribute to safety protocols and operational efficiency by managing turnstiles, lost and found services, and emergency procedures. Drive profitability through upselling and cross-selling while fostering a positive and welcoming atmosphere. This dynamic role demands flexibility, customer-centricity, and adaptability—perfect for an energetic and service-minded professional.

What You'll Do

Guest Engagement

• Greet and welcome guests with warmth and professionalism, considering each guest’s unique needs

Ticketing and Cash Services

• Process all ticket and product sales efficiently through a computerized POS system
• Conduct cash transactions accurately while accepting multiple payment methods including cash, vouchers, and foreign currencies
• Balance and reconcile cash registers diligently, ensuring precise beginning and end-of-shift reconciliations
• Remit sales promptly and adhere strictly to company cash handling policies

Guest Education & Sales

• Educate guests on current promotions, pricing, shows, and attractions with clarity and enthusiasm
• Proactively upsell and cross-sell services and products to generate additional revenue opportunities

Lost & Found & Safety Operations

• Manage the lost and found counter strictly according to company policy while ensuring safety and retrieval for items
• Act as a first responder during emergencies, implementing evacuation protocols when necessary
• Participate in regular (and real) evacuation drills to ensure readiness in critical situations

Operational Support

• Coordinate queue management systems to maximize flow and minimize guest inconvenience
• Oversee turnstile operations to ensure timely and secure guest entry and exit verification
• Distribute and complete guest satisfaction surveys using provided tablets, ensuring thorough data submission
• Ensure smooth operational flow across all guest services areas, including maintenance of guest-facing environments

Role Essential:

• Higher secondary education or equivalent qualification
• Minimum 1 year of operational experience in guest or customer service roles
• Proficiency in English (spoken and written)
• Familiarity with basic computer operations
• Strong interpersonal skills with a genuine desire to entertain and engage guests
• Flexibility to adapt to changing guest needs and business requirements
• Inherent respect for guests and unwavering integrity in all duties

Role Desirables:

• Experience in cash handling and POS system operations
• Proficiency in Arabic, Russian, Farsi, or Chinese