Guest Services Team Leader

Role Overview

Guest Services Team Leader at Miral Destinations, a leisure facility operator. This role is open as an opportunity for Emirati talent.

Role Purpose

Oversee daily guest services operations and lead a front-line team to deliver exceptional guest experience while protecting and maximizing facility revenue. Create a positive environment for guests and colleagues during opening, daily operation and closing of the leisure facility.

Key Responsibilities

Team Leadership & Development

• Develop the guest services team to provide outstanding guest service through daily supervision of operations.
• Manage a team of front-line colleagues including on-the-job training, daily attendance, grooming, coaching, appraisals and personal development plans.
• Engender a culture of positivity and teamwork within the department across all levels.
• Schedule breaks and rotate colleagues fairly to ensure position coverage, increased productivity and maintained colleague well-being.
• Coach and discipline colleagues in a fair and consistent manner to motivate and improve performance.
• Conduct colleague performance appraisals in a timely, fair and constructive manner to promote their personal and career growth.
• Conduct departmental training as required.
• Train staff on promotions and discounts programs and upsell to meet related goals.
• Train staff on point-of-sales automated system using Omni ticketing software.

Operations & Standards

• Ensure that all safety rules and procedures are being adhered to at all times.
• Ensure that policies, procedures and performance standards in place in the department are being followed.
• Ensure a clean and safe operating environment and raise any deficiencies to a manager's attention.
• Ensure all departmental checklists including opening and closing checklists are being consistently completed, any required follow-up action is initiated, and forms and records are being filed appropriately.
• Perform the tasks of Guest Services Associates as required.

Guest Experience & Service Recovery

• Oversee colleague provision of the guest experience in terms of queue line management, selling of tickets, lockers, strollers, turnstile admission and exits, handling guest enquiries, lost and found, information point, guest complaints and friendly guest relations.
• Deal with any internal or external requests and issues that are beyond the scope of front-line colleagues.
• Handle guest concerns courteously and fairly and provide appropriate, available and achievable service recovery as needed.
• Respond to and action web enquiries related to guest services.

Lost & Found Management

• Update lost and found inventories and prepare the items for distribution when necessary.
• Efficiently manage lost and found store room.

Reporting & Administration

• Use BOS and other reporting tools including Microsoft Excel to track attendance and individual staff performance.
• Conduct communication briefings as required.

General Duties

• Perform any other related duties as assigned by the department or management.

Qualifications & Experience

• Higher secondary or equivalent.
• Minimum 2 years' experience in operations.
• Desirable: Completed task trainer or group trainer programs, or a similar course in conducting training to an individual or group.
• Desirable: Minimum 1 year supervisory experience managing a team of 10 or more staff.
• Desirable: Minimum 1 year cash handling experience.

Skills & Competencies

• Strong leadership skills.
• Excellent communication skills.
• High level of respect and integrity.
• Positive and upbeat attitude.
• Desirable: Arabic, Russian, Farsi or Chinese proficiency.