At Six Flags & Aquarabia Qiddiya City, the Manager - Guest Care Center will oversee the daily operations of the Guest Care Center, ensuring exceptional customer service and seamless guest experiences. This role is responsible for managing a team of customer service representatives, handling guest inquiries and complaints, and implementing strategies to improve overall guest satisfaction and loyalty.
The Manager will collaborate closely with the Guest Experience & Loyalty department to align the care center's objectives with the broader goals of guest engagement and retention.
JOB RESPONSIBILITIES
Oversee the day-to-day operations of the Guest Care Center, ensuring efficient handling of guest inquiries, complaints, and feedback across multiple communication channels (phone, email, social media).
Manage and develop a team of customer service representatives, providing training, performance evaluations, and support to ensure a high level of guest satisfaction.
Establish feedback mechanisms to drive service improvements based on guest insights.
Create training programs tailored to enhance the skills of guest care representatives, focusing on empathy, problem resolution, and product knowledge.
Ensure consistency in service delivery across all guest care channels (phone, email, social media, live chat), ensuring each channel adheres to the same high standards.
Collaborate with IT and digital teams to implement and enhance chatbots, automated responses, and self-service solutions to streamline guest interactions.
Develop guest care escalation protocols, ensuring that complex or high-priority issues are addressed efficiently and resolved at the appropriate level.
Monitor guest journeys to ensure consistency, identifying ways to personalize experiences and exceed expectations.
Benchmark service performance against industry standards, ensuring that Six Flags & Aquarabia remains competitive in terms of guest care.
Monitor team productivity and morale, implementing team-building activities and engagement strategies to foster a positive and motivated working environment.
Coordinate with HR to ensure that recruitment, onboarding, and retention of guest care representatives align with the department's goals and service standards.
Support budget management for the Guest Care Center, ensuring resources are optimized for high service standards.
Ensure seamless integration of guest care data with the larger CRM system, helping the marketing and loyalty teams leverage guest insights for targeted campaigns.
Oversee guest loyalty initiatives, working with the loyalty team to handle queries related to rewards programs, points accrual, and benefits.
Prepare detailed reports for senior management, summarizing guest satisfaction trends, resolution rates, and other key guest care metrics, offering strategic recommendations for improvement.
Desired Candidate Profile
REQUIREMENTS
Education
Bachelor's degree in Hospitality Management, Business Administration, Marketing, or a related field.
Experience
3-6+ years of experience in customer service, guest relations, or a similar role, in a supervisory or managerial capacity.
Skills
Excellent communication skills, enabling clear and effective collaboration with team members and stakeholders.
Proficient in using customer relationship management (CRM) systems and other guest service tools.
Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
Strong knowledge of customer service best practices, service recovery, and loyalty-building strategies.
Proficiency in data analysis and reporting tools, with experience tracking and improving key performance metrics.
Skilled in identifying problems and finding quick, effective solutions.
Adaptable to change while maintaining strong performance.
Time management skills ensure the timely completion of tasks with a focus on quality.
Strong leadership and team management skills, with a proven ability to motivate and develop staff.
Core
Team Synergy & Development: Proficiency Level - ADVANCED
Business Acumen & Diligence: Proficiency Level - ADVANCED