Guest Services Manager

3 weeks ago

Gold Coast, Australia Village Roadshow Limited Full time

**Guest Services Manager**
**Full Time Salary**
**Sea World Resort, Main Beach, Gold Coast**

Village Roadshow Theme Parks comprises of Warner Bros. Movie World, Wet ’n’ Wild Gold Coast, Paradise Country, Australian Outback Spectaculars Heartland, Village Roadshow Studios, Sea World and Sea World Resort. We encourage a fun, entertaining and enthusiastic environment whilst ‘Creating joy and memories that last lifetimes’

**Benefits**:

- Unlimited free entry to our theme parks
- Food and beverage and retail discounts
- Unique team member events
- Opportunity for professional development

**About the role**:
To ensure optimum guest service standards are met whilst managing staffing levels. Responsible for the smooth operation, security and monitoring of the Resort and effective management of the Hotel Lobby including Front Desk & Concierge Desk.

**Duties**:
Lobby Guest Management:

- Be responsible for proactively engaging with all arriving guests creating a warm welcoming experience.
- Creating special moments for select guests daily. Be aware of events and attractions of Queensland & VRTP venues and be able to curate special experiences for the guests.
- Engaging with guests and providing them with interesting ideas for creating fulfilling memories with their families.
- Be fully aware and informed of daily hotel functions, groups, conferences, and VIPs so as to be able to answer their queries and direct them correctly.
- Pro-actively manage and solve guest issues or complaints.

Lobby Management:

- Ensuring the Lobby and Deck area and facilities are always immaculately presented including lighting, music and furniture arrangement, cleanliness.
- Manage queues in all areas to ensure movement in lobby is smooth.
- Assist Front Office as needed during peak hours.
- Driveway Management using team at Concierge to ensure smooth flow of traffic.

Concierge Department Management:

- Manage the concierge and kids zone teams and department in association with Guest Services Supervisor.
- Foster a culture of empowered team members by training them in basic hospitality skills and guest resolution and recovery.

**Skills and Experience**:

- Previous Guest Services experience essential.
- Front Office Supervisory experience preferred.
- Experience in leading a team of people and maximizing performance.
- Excellent communication and customer service skills

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