Guest Services Manager – Waterpark

Main Duties and responsibilities:

Customer Service 

• Assist in ensuring that department employees deliver the brand promise and provide exceptional guest service at all times. • Ensure that employees also provide excellent service to internal customers in other departments as appropriate.

• Handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.

• Maintain positive guest and colleague interactions with good working relationships.

Financial

• Maximize employee productivity through the use of multi-skilling, multi-tasking, and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.

• Focus attention on improving productivity levels and the need to prudently manage utility/payroll costs within acceptable guidelines, ensuring optimum deployment and energy efficiency of all equipment.

• Ensure new technology and equipment are embraced, improving productivity while taking work out of the system.

• Provide input into the preparation and management of the department’s budget.

Operational

• Oversee the daily operations of the guest services department, including ticketing, admissions, cabana services, locker and towel rentals, lost and found management, and upselling packages.

• Manage the mascot/character program, including scheduling, training, and performance quality.

• Oversee the ticketing system, handle transactions accurately, and manage guest admissions.

• Provide information about ticket options, promotions, and park policies.

• Ensure a smooth and efficient entry process for all guests.

• Develop and manage processes for locker and towel rental services.

• Develop upsell packages and additional services to enhance the guest experience and increase revenue. • Provide detailed information about available packages and their benefits.

• Ensure all guest service areas are safe and adhere to park guidelines.

• Develop and implement standard operating procedures (SOPs) for the department.

• Perform park Duty Manager shifts as required, overseeing overall park operations and guest experience.

Personnel

• Closely supervise the department employees in the performance of their duties, ensuring this is in accordance with policies and procedures and applicable laws.

• Oversee the punctuality and appearance of all employees, making sure they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the park and department’s grooming standards.

• Develop the skills and effectiveness of all employees through appropriate training, coaching, and/or mentoring.

• Assist in the training of employees, ensuring they have the necessary skills to perform their duties with maximum efficiency.

• Supervise the employees within the department, ensuring the correct standards and methods of service are maintained as stated in the Departmental Operations Manual.

• Support the implementation of The People Brand, demonstrating and reinforcing the park’s Values and Culture Characteristics.

• Ensure employees have a complete understanding of and adhere to employee rules and regulations.

• Ensure employees follow all park, company, and local rules, policies, and regulations relating to fire and hazard safety, and security.

Other Duties

• Understand and strictly adhere to the Rules & Regulations established in the Employees Handbook and the park’s policy on Fire, Hygiene, Health, and Safety.

• Report for duty punctually, wearing the correct uniform and nametag at all times.

• Maintain a high standard of personal appearance and hygiene at all times.

• Maintain a good rapport and working relationship with staff in all other departments.

• Attend and contribute to all staff meetings, Departmental, Park, and Hotel training schedules, and other related activities.

• Fully support the Departmental Trainers function in the Department assigned.

• Undertake any reasonable tasks and secondary duties as assigned by the Director of Operations, Water Park.

• Respond to any changes in the department function as dictated by the park.

• Project at all times a positive and motivated attitude and exercise self-control.

• Have a complete understanding of the Department Operations Manual and Policies and Procedures. Occasional Duties

• Assist in carrying out quarterly, bi-yearly, yearly inventory of operating equipment.

• Carry out any other reasonable duties and responsibilities assigned.