Job Description

- We are seeking an experienced candidate who will be responsible for creating extraordinary guest experiences and ensuring their utmost satisfaction. This role involves overseeing and managing the customer service operations within the park, playing a vital role in crafting enchanting and unforgettable moments for every park visitor.

- Guest Service Leadership: You will be responsible for leading a team of customer service representatives and front-line staff, setting high standards for guest service excellence. You will inspire and motivate your team to consistently deliver exceptional service and create a positive atmosphere throughout the park.

- Team Management: You will train, and develop a team of customer service representatives, ensuring they have the necessary skills and knowledge to provide outstanding service. You will set performance goals, provide ongoing feedback, and implement training programs as needed.

- Guest Relations: You will handle escalated guest concerns, complaints, and special requests, ensuring they are resolved promptly and to the guests satisfaction.

- Operational Efficiency: You will work closely with other departments and managers to streamline processes, enhance efficiency, and optimize the guest experience. You will collaborate with various teams, such as operations, maintenance, and entertainment, to ensure seamless coordination and delivery of exceptional service.

- Quality Assurance: You will implement and monitor quality assurance programs to maintain consistent service standards. This includes conducting regular audits, mystery shopping, and evaluating guest feedback to identify areas for improvement and develop action plans accordingly.

- Communication and Collaboration: You will foster open communication channels among different departments, facilitating effective information sharing and collaboration. You will work closely with other managers and supervisors to ensure consistent service delivery and alignment with Wonderla brand standards.

- Guest Experience Enhancement: You will contribute to the development and implementation of initiatives and strategies to enhance the overall guest experience. This may involve participating in the planning and execution of special events, promotions, or new service offerings.

Requirements :

- Master\'s Degree / Bachelor degree in hospitality management, business administration, or a related field (or equivalent experience).

- Previous experience in a customer service leadership role, preferably within the hospitality or entertainment industry.

- Exceptional communication, interpersonal, and leadership skills.

- Strong problem-solving and conflict-resolution abilities.

- Excellent organizational and time management skills.

- Knowledge of customer service best practices and quality assurance processes.

- Passion for delivering exceptional guest experiences.

- Flexibility to work in a dynamic, fast-paced environment, including weekends, holidays, and evenings as needed.

- Event specific, briefing, MC.

- Crisis management.

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