Manager - Guest Care Center

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