Guest Services Senior Manager

Role Overview

Guest Services Senior Manager at Miral Destinations, Warner Bros. World. This guest-facing role ensures smooth and efficient delivery of experience for all guests while overseeing daily operations of guest services functions to achieve exceptional guest care and revenue generation targets.

Company Overview

Miral Destinations operates Warner Bros. World, an entertainment destination requiring coordination across multiple departments and functions to deliver consistent guest experiences.

Role Purpose

This position is responsible for promoting and maintaining exceptional standards for guest services. The role oversees and improves upon day-to-day operations of ticketing, school/group entrance, valet parking, turnstiles, stroller and wheelchair rentals, lost & found, information point, paid attractions, flash pass, and annual pass services. The Guest Services Senior Manager supports the Operations Senior Manager with strategic and operational planning for the department, guiding both the Guest Services and Operations teams in daily operations.

Key Responsibilities

Financial Management

• Develop the department budget and capital expenditure annually.
• Prepare the annual operating and capital budget.
• Analyse, control and monitor operating expenses and labor expenses.
• Work with management colleagues to establish department budget and set yearly goals to achieve maximum sales and net revenue.
• Identify financial and operational opportunities which will maximise profit and efficiency for the Business.
• Produce a monthly status report on KPIs.

Facilities and Assets

• Maintain building, facilities, equipment and supplies in order to minimise damage, reduce waste and control costs.
• Approve purchases per institutional procurement policy.
• Coordinate any inventory/stock take activities required in the area ensuring sufficient stock remains on hand at all times and reducing stock loss/wastage.

Revenue Generation

• Actively seek and implement other products and packages to increase park revenue.
• Manage BOS ticketing system and ensure that methods are in place to generate applicable reports on effectiveness of variance initiatives.
• Identify guest services trends managing passive income streams and make recommendations for improvement.
• Work closely with other departments to coordinate promotions that increase attendance.

Team Leadership and Development

• 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.
• Develop strategies for the efficient use of staff within and between departments.
• Motivate colleagues through the effective implementation of incentive and recognition and rewards programs.
• Foster a harmonious atmosphere among colleagues in their area and bring team members together through team activities.
• Participate in daily operations alongside their colleagues setting a positive example.

Compliance and Standards

• Ensure department policies, procedures and performance standards are being implemented and maintained through their area.
• Review departmental policies, procedures and performance standards to ensure these are up to date, correct and purpose changes as appropriate to ensure high levels of customer services.
• Review departmental health and safety documents on a timely basis.
• Review accuracy of checklists and records completed in their area and analyse as needed.
• Assure compliance with all contracts and agreements.
• Monitor accuracy in external and internal audits.
• Ensure corrective action is taken where discrepancies are found in the business.

Guest Experience and Satisfaction

• Ensure that all guest services department colleagues provide the best possible services to the guest.
• Implement strategies to maintain, improve guest satisfaction survey, happiness survey and mystery shopper results.
• 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.
• Implement strategies to improve operational systems.

Operations and Planning

• Facilitate efficient, convenient, and secure entry processing.
• Assist in planning of all future guest service operations that might need to meet the anticipated increased attendance growth.
• Participate in the park duty manager program.

Reporting and Communication

• Generate financial and attendance reports as required for daily, weekly, monthly and yearly periods using MS Excel and BOS ticketing systems.
• Openly communicate appropriate and useful information through various channels to include department meetings and briefings.
• Lead and contribute to meetings and presentations as required.
• Contribute to company KPIs and objectives by contributing guest service information and recommendations to strategic plans and reviews.

Stakeholder Management

• Develop and maintain effective working relationships with colleagues, partners and third-party stakeholders.

General

• Complete any additional tasks provided by the line manager.

Qualifications & Experience

Essential

• Higher secondary or equivalent.
• 3 years leadership experience in operations.
• Excellent guest services skills.

Desirable

• Bachelor's Degree.
• ISO Auditor Certification.
• 5 years in guest services.
• 2 years of handling ticketing systems.

Skills & Competencies

Essential

• Excellent interpersonal and communication skills.
• Strong leadership skills.
• Able to work independently.
• Excellent decision-making skills.
• Ability to tactfully handle stressful situations.
• Negotiate and resolve conflicts.
• Maintain confidentiality and respect and observe company protocols.
• Computer skills, able to prepare basic reports in Excel and presentations in PowerPoint.

Desirable

• Ability to speak different languages.
• Develop team for social and cultural events.

Behavioral Competencies

• Create Smiles.
• Share What You Know.
• Deliver Excellence.
• Work as One.
• Lead With a Shared Vision.
• Nurture Talent.
• Build Proactive Partnerships.