Guest Services Team Leader
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Key skills for this role
About the Role
Farah Experiences is hiring a Guest Services Team Leader to oversee daily operations, manage a team of front-line colleagues, and ensure outstanding guest service at a leisure facility.
Key Skills for This Role
Responsibilities
- Develop guest services team to provide outstanding guest service through daily supervision of operations
- Manage a team of front line colleagues including on the job training, attendance, grooming, coaching, appraisals and personal development plans
- Schedule breaks and rotate colleagues fairly to ensure position coverage and productivity
- Coach and discipline colleagues in a fair and consistent manner
- Conduct colleague performance appraisals in a timely, fair and constructive manner
- Ensure all safety rules and procedures are adhered to
- Ensure policies, procedures and performance standards are followed
- Ensure a clean and safe operating environment
- Deal with internal or external requests and issues beyond the scope of front line colleagues
- Update lost & found inventories and manage lost & found store room
- Train staff on promotions/discounts programs and upsell to meet goals
- Train staff on point of sales automated system using Omni ticketing software
Requirements
- Higher secondary or equivalent
- Minimum 2 years experience in operations
- Strong leadership skills
- Excellent communication skills
- Positive and upbeat attitude
- Minimum 1 year supervisory experience managing a team of 10+ staff (desirable)
- Minimum 1 year cash handling experience (desirable)
- Arabic, Russian, Farsi or Chinese proficiency (desirable)
Full Job Posting
Job Overview
- The role impacts on the opening, daily operation and closing of the leisure facility. The role is instrumental in creating smiles for guests and colleagues, whilst protecting and maximizing revenue.
- This position oversees the colleague provision of the guest experience in terms of queue line management, selling of tickets, lockers, strollers, turnstile admission and exits, handling guest enquiries, lost and found, information point, guest complaints and friendly guest relations.
Job Scope
- Develop guest services team to provide outstanding guest service through daily supervision of operations at areas that guest services is required to assist
- Manages a team of front line colleagues to include their on the job training, daily attendance, grooming, coaching, appraisals and personal development plans
- Engender a culture of positivity and teamwork within the department, across all levels
- Schedule breaks and if required rotate colleagues fairly in order to ensure position coverage, increased productivity as well as maintaining colleagues well being
- Coach and discipline colleagues in a fair and consistent manner in order to motivate and improve performance
- Conduct colleague performance appraisals in a timely, fair and constructive manner in order to promote their personal and career growth
- Ensure that all safety rules and procedures are being adhered to at all times
- Ensure that policies, procedures and performance standards that are in place in the department are being followed
- Ensure a clean and safe operating environment and raise any deficiencies to a manager's attention
- Ensure all departmental checklists i.e. opening and closing checklists are being consistently completed, any required follow up action is initiated, and forms/records are being filed appropriately
- Deal with any internal or external requests and issues that are beyond the scope of their front line colleagues
- Update lost & found inventories and prepares the items for distribution when necessary
Essential Qualifications
- Higher secondary or equivalent
- Minimum 2 years’ experience in operations
- Possess strong leadership skills
- Excellent communication skills
- High level of respect and integrity
- Positive and upbeat attitude
Desirable Qualifications
- Completed task trainer/group trainer programs, or a similar course in conducting training to an individual or group
- Minimum 1 year supervisory experience managing a team of 10+ staff
- Minimum 1 year cash handling experience
- Arabic, Russian, Farsi or Chinese proficiency
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