Guest Services Senior Manager

Role overview

Operations, finance, and revenue

• Develop annual department budgets and capital expenditure plans; monitor and report operating and labour expenses.
• Maintain buildings, facilities, equipment, and supplies to reduce damage, waste, and costs.
• Approve purchases under procurement policy and coordinate stock-taking, inventory availability, and stock-loss reduction.
• Develop products, packages, and strategies to increase park revenue, attendance, sales, and net revenue.
• Plan future guest services operations to meet anticipated attendance growth.

Team leadership and service

• Supervise and evaluate the Guest Services team; recruit, train, coach, and develop colleagues and future leaders.
• Manage attendance, grooming, appraisals, personal development plans, and on- and off-the-job training.
• Ensure colleagues are multi-skilled to support fluctuating business needs and develop efficient staffing strategies.
• Communicate useful information through department meetings and briefings; motivate colleagues through recognition and incentives.
• Ensure guest services colleagues provide excellent service and participate in daily operations as a positive example.
• Handle routed guest complaints, take corrective action, and direct related communications to appropriate colleagues.

Standards, reporting, and improvement

• Maintain and review departmental policies, procedures, performance standards, health and safety documents, checklists, and records.
• Generate daily, weekly, monthly, and yearly financial and attendance reports using MS Excel and the BOS ticketing system.
• Manage the BOS ticketing system and establish methods to report on the effectiveness of initiatives.
• Produce monthly KPI status reports and contribute guest-service information and recommendations to company plans and reviews.
• Monitor internal and external audit accuracy, ensure contract and agreement compliance, and address operational discrepancies.
• Improve guest satisfaction, survey outcomes, mystery-shopper results, and operational systems.
• Coordinate promotions with other departments and maintain working relationships with colleagues, partners, and third-party stakeholders.
• Participate in the park duty manager programme and perform additional tasks assigned by the line manager.

Essential qualifications and experience

• Higher secondary education or equivalent.
• Three years of leadership experience in operations.
• Excellent interpersonal and communication skills, strong leadership, independent working ability, and excellent guest-service skills.
• Excellent decision-making and ability to tactfully handle stressful situations, negotiate, and resolve conflicts.
• Maintain confidentiality and observe company protocols.
• Computer skills, including basic reports in Excel and presentations in PowerPoint.

Desirable qualifications and experience

• Bachelor's degree.
• ISO Auditor Certification.
• Five years of experience in guest services.
• Two years of experience handling ticketing systems.
• Ability to speak different languages.
• Ability to develop teams for social and cultural events.