Operations Associate

Job Description

This is a guest facing role which ensures that all guests who visit our leisure facilities enter the palace with ease and are provided with exceptional guest care. The position welcomes guests to the facility and ensures that they are informed about the shows, attractions, facilities, and services, thus enhancing the guest experience. The position is responsible for selling tickets, other products, services, and attractions, directing guests, and responsibly managing cash. The position sells branded merchandise, souvenirs and photo products to guests by using a computerized cash register. Ensures the stores are well stocked and clean. Assists and advises guests using variety of selling skills, product knowledge and demonstrating service enhancing behavior.

Responsibilities:

• Greeting and welcoming guests in a friendly and professional manner. Fondly bid farewell to all guests exiting the Palace.
• Engage each guest as a unique individual and listen attentively to their requests and questions.
• Assist and advise guests to make purchases by recommending, describing and demonstrating products.
• Manage and maintain queue lanes, turn stiles, entrances and exits.
• Sell tickets and retail products via a computerized Point of Sale (POS) system.
• Collect payments/make change by accepting cash, vouchers, credit card, digital payments and listed foreign currencies.
• Balance cash drawer/register/float by counting cash at beginning and end of work shift and ensure timely remittance of sales to cash control.
• Maintain awareness and adherence to company's cash handling policies.
• Maintain knowledge and awareness of ongoing promotions.
• Provide pricing, promotion, shows information and suggestions to guests, keeping them well informed to enhance/maximize the guest experience.
• Consistently upsell/cross-sell and promote products, activities, and services to generate additional revenue.
• Arrange and maintain product displays with approval, stock shelves (refill) and take product inventory.
• Proactively anticipate, listen to guest's needs and concerns and act appropriately to resolve any issues in a timely manner in adherence to company's guest complaint policy.
• Applying product knowledge while handling guests and improve the same on a regular basis.
• Manage lost and found counter and locker area according to company's lost and found policy.
• Conduct guest surveys using a company provided tablet, ensuring that all questions are completed and submitted.
• Maintain awareness and ability to act or respond to any emergency situations while ensuring guest safety. Participate in any evacuation (drill or real) if necessary.
• Work outdoors, in extreme temperatures, wet, humid or windy conditions caused by weather.
• Working on promotions and achieving set targets.
• Assisting in quarterly and yearly inventory.
• Any other tasks that may be required from time to time to perform to meet the needs of the business.
• Medically able to work in all weather conditions.
• Physically able to carry/lift items, climb ladder etc.

Minimum Requirements:

• Higher secondary or equivalent.
• Moderate verbal communication skills.
• Basic knowledge of cash handling skills.
• Good communication skills.

Desirable:

• Previous retail experience.
• Previous customer care experience.
• Previous experience in handling guest complaints.
• Previous cash handling skills.