Guest Services Associate - Waterpark

Organization- Grand Hyatt Dubai

Summary

Main Duties and responsibilities:

Customer Service

• Ensure that all interactions with guests are engaging and align with the park's brand promise.
• Handle guest inquiries and feedback in a courteous and efficient manner, ensuring that any issues are resolved satisfactorily.
• Maintain positive interactions with guests and colleagues, fostering a fun and welcoming environment.
  
  

Financial

• Maximize sales through effective product knowledge and upselling techniques.
• Assist in managing resources efficiently to meet the financial goals of the park.
• Embrace new technology and methods to enhance the guest experience and improve productivity.
  
  

Operational

• Operate the ticketing system, handle transactions accurately, and manage guest admissions.
• Validate tickets and wristbands for entry.
• Provide information about ticket options, promotions, and park policies.
• Ensure a smooth and efficient entry process for all guests.
• Assist guests with cabana reservations and ensure cabanas are clean and ready for use.
• Provide information about cabana amenities and services.
• Ensure guests have a comfortable and enjoyable experience in their cabanas.
• Manage locker and towel rental services, including issuing and collecting towels.
• Maintain cleanliness and organization in the locker and towel rental areas.
• Ensure an adequate supply of clean towels is available at all times.
• Assist guests with lost and found inquiries and manage the lost and found inventory.
• Ensure lost items are logged and stored securely.
• Facilitate the return of lost items to their owners.
• Promote and upsell packages and additional services to enhance the guest experience.
• Provide detailed information about available packages and their benefits.
• Provide guests with information about park attractions, events, and services.
• Assist guests with directions and general inquiries.
• Be flexible and adapt to different roles and tasks within the guest services department.
• Ensure all guest service areas are safe and adhere to park guidelines.
  
  

Personnel

• Work closely with other guest services staff to ensure a cohesive and enjoyable guest experience.
• Participate in training and development programs to enhance customer service skills.
• Adhere to the park's grooming and appearance standards, ensuring a professional and approachable image.
  
  

Other Duties

• Follow all park policies 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.
• Attend and contribute to staff meetings and training sessions.
• Support the implementation of the park's values and culture.
• Undertake any reasonable tasks and secondary duties as assigned by the Guest Services Team Leder or Department Management.
  
  

Occasional Duties

• Assist in carrying out inventory of guest services supplies and equipment.
• Perform other reasonable duties and responsibilities as assigned.
  
  

Qualifications

Customer service and or food and beverage experience in hospitality, tourism, or theme parks

Strong problem-solving and conflict resolution skills

Ability to handle cash transactions and use POS systems

Ability to assist Guests with ticketing, general inquiries, and park policies

High reading, writing, and oral proficiency in the English language