Guest Services Team Leader, Water Park
Hyatt
Date: 2 weeks ago
City: Dubai
Contract type: Full time
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.
- 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. Operational
- Lead the daily operations of the guest services department, including ticketing, admissions, cabana services, locker and towel rentals, lost and found management, and upselling packages.
- Lead the mascot/character program, including scheduling and performance quality.
- 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.
- 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.
- 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 Guest Services Assistant Manager.
- 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.
- Assist in carrying out quarterly, bi-yearly, yearly inventory of operating equipment.
- Carry out any other reasonable duties and responsibilities assigned.
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