Guest Services Senior Manager

Role Overview: This is a guest facing role which ensures smooth and efficient delivery of the experience for all guests who visit Warner Bros. World. This position oversees the daily operations of guest services functions ensuring exceptional guest care and generating revenue to contribute to overall goals and financial sustainability, This position is responsible for promoting and maintaining exceptional standards for guest services. The role oversees and improves upon the day to day operations of ticketing, school/group entrance, valet parking, turnstiles, stroller and wheelchair rentals, lost & found, information point, paid attractions, flash pass, & annual pass Additionally, this role supports the Operations Senior Manager with strategic and operational planning for the department. The Guest Services Senior Manager will work with the Operations Team and Management to guide both departments in daily operations. Key Activities: To develop the department budget/ capex annually Analyse, control and monitor/report operating expenses and labor expenses To maintain building, facilities, equipment and supplies in order to minimise damage, reduce waste and control costs Approves purchases per institutional procurement policy To actively seek and implement other products and packages to increase other park revenue Supervise and evaluate Guest Services team Manage colleagues to include their on and off the job training, daily attendance, grooming, coaching, appraisals and personal development plans Recruit efficient colleagues, develop and train them for future leaders Ensure that all colleagues are effectively multi-skill trained to support fluctuating business needs at all locations Openly communicate appropriate and useful information through various channels to include department meetings and briefings Motivate colleagues through the effective implementation of incentive and recognition and rewards programs Ensure department policies, procedures and performance standards are being implemented and maintained through their area Review departmental policies, procedures and performances standards to ensure these are up to date, correct and purpose changes as appropriate to ensure high levels of customer services Review departmental health & safety documents on a timely basis Review accuracy of checklists and records completed in their area and analyse as needed Work with management colleagues to establish department budget and set yearly goals to achieve maximum sales and net revenue Develop strategies for the efficient use of staff within and between departments Coordinate any inventory/stock take activities required in the area ensuring sufficient stock remains on hand at all times and reducing stock loss/wastage Facilitate efficient, convenient, and secure entry processing To generate financial and attendance report as required for daily, weekly, monthly and yearly periods using MS Excel and BOS ticketing systems Lead and contribute to meetings and presentations as required Develop and maintain effective working relationships with colleagues, partners & third-party stakeholders To work closely with other departments to coordinate promotions that increase attendance To manage BOS ticketing system and ensure that methods are in place to generate applicable reports on effectiveness of variance initiatives To contribute to company KPI’s and objectives by contributing guest service information, recommendations to strategic plans and reviews To monitor accuracy in external & internal audits Assure compliance with all contracts and agreements Identify financial and operational opportunities which will maximise profit and efficiency for the Business Assist in planning of all future guest service operations that might need to meet the anticipated increased attendance growth Implement strategies to maintain, improve guest satisfaction survey, happiness survey and mystery shopper Implement strategies to improve operational systems Prepare the annual operating and capital budget Produce a monthly status report for on KPI’s Ensure that all guest services department colleagues provide the best possible services to the guest Identify guest services trends managing passive income streams and make recommendations for improvement Approve ticket extensions requests and complimentary ticket requests when necessary Handle any routed guest complaints, take corrective action and route related communications to appropriate colleagues Ensure that corrective action is taken where discrepancies are found in the business Participate in daily operations alongside their colleagues setting a positive example Foster a harmonious atmosphere among colleagues in their area and brings team members together through team activities To complete any additional tasks provided by the line manager Particip

Oversee daily operations of guest services functions including ticketing, school/group entrance, valet parking, turnstiles, stroller and wheelchair rentals, lost & found, information point, paid attractions, flash pass, and annual pass; support Operations Senior Manager with strategic and operational planning; manage Guest Services team including training, attendance, grooming, coaching, appraisals and development; recruit and develop future leaders; ensure multi-skill training; communicate information through department meetings; implement incentive and recognition programs; ensure policies and performance standards are maintained; review policies and performance standards; review health & safety documents; ensure accuracy of checklists and records; establish department budget and yearly goals to maximize sales and net revenue; develop staff utilization strategies; coordinate inventory/stock takes; facilitate efficient entry processing; generate financial and attendance reports; lead meetings and presentations; maintain relationships with colleagues, partners and stakeholders; coordinate promotions to increase attendance; manage BOS ticketing system and reporting; contribute to KPIs and strategic plans; monitor audits; ensure contract compliance; identify opportunities to maximize profit and efficiency; assist in planning future operations for attendance growth; implement strategies to improve guest satisfaction, happiness, and mystery shopper outcomes; implement and improve operational systems; prepare annual operating and capital budgets; produce monthly KPI status reports; ensure best possible guest service; identify guest services trends and passive income opportunities; approve ticket extensions and complimentary tickets when necessary; handle guest complaints and route corrections; take corrective action for discrepancies; participate in daily operations; foster a harmonious team environment; complete additional tasks as assigned by line manager.