Manager - Guest Care Center

six flags and Aquarabia
Riyadh
SAR 150,000 - 200,000
Job description

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
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