Guest Services Team Leader, Water Park

Hyatt Hotel; Dubai; On-site; AED 50,000 - 70,000; Full time

Job summary

A leading hotel in Dubai is seeking a Guest Services Supervisor to enhance guest experiences and manage daily operations. The ideal candidate will have experience in supervising teams, strong communication skills, and proficiency in ticketing systems. This role involves ensuring exceptional service, managing staff, and maintaining high standards of guest relations.

Qualifications

• 1+ years of experience supervising guest services teams.
• High proficiency in reading, writing, and speaking English.

Responsibilities

• Lead daily operations of the guest services department.
• Supervise department employees, ensuring compliance with policies.
• Handle guest and internal customer complaints and inquiries.

Skills

Communication

Problem Solving

Education

Bachelor of Hotel Management

Tools

MS Excel

MS Word

MS PowerPoint

Job description

Bachelor of Hotel Management (Hotel Management)

Nationality

Any Nationality

Vacancy

1 Vacancy

Job Description

1. Customer Service
2. Assist in ensuring that department employees deliver the brand promise and provide exceptional guest service at all times.
3. Ensure that employees also provide excellent service to internal customers in other departments as appropriate.
4. Handle all guest and internal customer complaints and inquiries courteously and efficiently, following through to resolve issues satisfactorily.
5. Maintain positive interactions and good working relationships with guests and colleagues.
6. Maximize employee productivity through multi-skilling, multi-tasking, and flexible scheduling to meet financial and guest expectations.
7. Focus on improving productivity levels and managing utility/payroll costs prudently, ensuring energy efficiency of equipment.
8. Embrace new technology and equipment to improve productivity and efficiency.

Operational

1. Lead daily operations of the guest services department, including ticketing, admissions, cabana services, locker and towel rentals, lost and found, and upselling packages.
2. Manage the mascot/character program, including scheduling and performance quality.
3. Operate the ticketing system, handle transactions, and manage guest admissions.
4. Validate tickets and wristbands for entry.
5. Provide information on ticket options, promotions, and park policies.
6. Ensure a smooth entry process for guests.
7. Assist with cabana reservations, ensuring cleanliness and readiness.
8. Manage locker and towel rentals, maintaining cleanliness and supply of towels.
9. Handle lost and found inquiries and inventory, logging and returning items.
10. Promote and upsell packages and services to enhance guest experience.
11. Provide information about park attractions, events, and services.
12. Assist guests with directions and inquiries.
13. Adapt to various roles within the guest services department.
14. Ensure safety and adherence to park guidelines in all guest service areas.

Personnel

1. Supervise department employees, ensuring compliance with policies, procedures, and laws.
2. Oversee punctuality, appearance, and hygiene standards, including uniform compliance.
3. Develop employee skills through training, coaching, and mentoring.
4. Assist in employee training to maximize efficiency.
5. Support the implementation of The People Brand, reinforcing the park's values and culture.
6. Ensure adherence to employee rules, safety, and security policies.

Other Duties

1. Follow rules and regulations outlined in the Employee Handbook and park policies.
2. Maintain punctuality, proper uniform, and personal hygiene.
3. Build good rapport with staff across departments.
4. Attend staff meetings, training, and related activities.
5. Support departmental trainers and undertake secondary duties as assigned.
6. Maintain a positive attitude and exercise self-control.
7. Understand the Department Operations Manual, Policies, and Procedures.

Occasional Duties

1. Assist with inventory of operating equipment periodically.
2. Perform other reasonable duties as assigned.

Desired Candidate Profile

"1+ years of experience supervising guest services teams in high-volume attractions. Strong communication and problem-solving skills. Experience with admission and ticketing systems. Ability to coordinate guest inquiries, ticketing, and VIP services. High proficiency in reading, writing, and speaking English. Proficiency in MS Excel, Word, PowerPoint."

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