Guest Relations Supervisor

Description:

Reports to: Operations Manager

General Responsibilities

1. You are to assist the Operations Manager in all aspects of your department administration. This role will have a broad range of responsibilities and being able to multi-task under pressure will be required. You will be a key member of the management team and will be expected to pitch in where required to ensure we maximise operational potential. Our business is weekend and school holiday focussed therefore regular flexible weekday and fixed weekend working is required within this role to be able to fulfil its main duties.

2. You will be handling customer queries in the Park, responsible for ensuring that all guests have a fantastic experience, with outstanding customer service skills to ensure the guest experience at Pleasureland is the best it can possibly be. Core Duties

3. The Guest Relations team are the “Smiley face” of Southport Pleasureland, welcoming our guests, checking them into the park and assisting them while they’re with us, ensuring excellent customer interaction so that our guests have a great experience whilst with us.

4. Ensure the Guest relations team always operates in a professional manner, portraying a positive working culture and work ethic. Your team are the Company representatives, either at the ticket office or on the front gate and need to have a friendly outgoing and approachable nature.

5. You will be responsible for the teams on the entrance gates and in the main Ticket Office, and you will be expected to assist them whenever required.

6. Host daily briefings for Guest Relations team to provide information about any new offers, marketing campaigns, VIP Guests, ticket changes or information generally

7. You are to ensure they portray a happy, friendly and helpful company and that they consider no task too small. Operational

8. Allocate staff to the rotas for your department, using PlanDay (Training will be provided), ensuring that we always have enough staff relevant to the daily requirements.

9. Allocate responsibility for each person to an area of the park. This should be monitored and checked by you on a frequent basis.

10. You are to ensure all Guest Relations personnel are in place and that the Ticket Office is ready to check guests in before the park opens. At the end of each day closing up the Ticket Office and preparing it for the next day including monitoring and reporting on stock of wristbands.

11. Administration work including answering customer emails and social media direct messaged and answering telephone calls from guests.

12. Liaison with Office Manager on all customer communications

13. Logging of lost and found property daily

14. Managing any customer queries referred to you by the guest relations team to ensure wherever possible that guest queries are resolved in a fact and efficient manner in the park before the guest leaves

15. Ensure that all areas of responsibility are always clean, safe and secure.

16. Comply with all Company policies/procedures and site rules and regulations.

17. To recruit and manage the team, induct, train, motivate and appraise staff to promote good employee relations and operate within Company procedures, and legislation.

18. Ensure that all employees project a positive, approachable, friendly and professional image.

19. To monitor and report all staff absences. Key skills: • Excellent customer service skills. • Friendly and approachable manner. • Strong written and verbal communication skills. • Calm under pressure. • Proven ability to lead a busy team. • Confident in the use of technology

To apply please contact Katy Colton on the details below -

Katy Colton – Employer Liaison Officer, Sefton@Work Inward Investment \& Employment Service, Sefton Council 286 – 288 Stanley Road, Bootle, Merseyside, L20 3NJ DL:  0151 832 2085  / MOBILE:  07815468616 E:  katy.colton@sefton.gov.uk W:  www.sefton.gov.uk / www.seftonatwork.net

Contract Type: AnyContractType

Hours of Work: FullOrPartTime

Expiration Date: 18/02/2023