Guest Services Team Leader
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Key skills for this role
About the Role
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 an.
Key Skills for This Role
Responsibilities
- Oversee daily operation and closing of the leisure facility
- Manage a team of front line colleagues including on the job training, attendance, grooming, coaching, appraisals, and personal development plans
- Handle guest concerns courteously and provide service recovery as needed
- Ensure all safety rules and procedures are adhered to
- Conduct departmental training and communication briefings
- Manage lost and found inventories and store room
Requirements
- Supervisory or team leadership experience
- Customer service experience
- Ability to train and coach staff
- Knowledge of safety rules and procedures
Full Job Posting
Role Impact
- The role impacts 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.
Key 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, daily attendance, grooming, coaching, appraisals and personal development plans.
- Engender a culture of positivity and teamwork within the department.
- Schedule breaks and rotate colleagues fairly to ensure position coverage and increased 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 at all times.
- Ensure policies, procedures and performance standards are followed.
- Ensure a clean and safe operating environment.
- Ensure all departmental checklists are consistently completed.
- Deal with internal or external requests beyond the scope of front line colleagues.
- Update lost & found inventories and prepare items for distribution.
Additional Duties
- Train staff on promotions/discounts programs and upsell to meet related goals.
- Train staff on point of sales automated system using Omni ticketing software.
- Conduct departmental training as required.
- Conduct communication briefings as required.
- Use BOS and other reporting tools including Microsoft Excel to track attendance and individual staff performance.
- Handle guests concerns courteously and fairly, provide appropriate service recovery as needed.
- Perform the tasks of Guest Services Associates as required.
- Respond and action web enquiries related to guest services.
- Any other related duties as assigned.
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