Guest Services Supervisor

4 weeks ago

Gold Coast, Australia Village Roadshow Limited Full time

**Guest Services Supervisor**
**Full Time - Salary**
**Movie World & Wet ‘n’ Wild, Oxenford, Gold Coast**

**About the Perks**
- Unlimited free entry to our amazing theme parks
- Earn complimentary passes for family and friends
- Enjoy discounts on food & beverage, retail and animal experiences
- Enjoy a wide variety of discounts throughout our properties and access to our Village Employee Benefits App which is partnered with more than 65 major retailers
- Exclusive and unique team member events and awards
- Reward and Recognition incentives and prizes
- On site Wellbeing Team and access to our EAP with 24/7 support
- Opportunity for professional development & internal training, we strive to grow our talent

**The opportunity**:
To oversee the day to day operation of the Guest Services Office, ensuring all Park policies and procedures are conformed to, all health and safety requirements are met and ensuring that the highest form of Guest Service is provided to all guests.

**Your day to day**:

- Ensure all Hosts follow the correct procedures as outlined in the Guest Services Manual to ensure the highest quality service is provided to guests
- Demonstrate customer service and safety as a top priority, to both internal and external customers
- Resolve any guest complaints immediately and follow up to ensure a positive business outcome is achieved wherever possible
- Ensure all necessary reporting and paperwork is completed in a timely and professional manner
- Document and follow up on any noteworthy conversations, complaints and incidents on a daily basis
- Coordinate the recruitment process for Guest Services Hosts
- Monitor the Guest Services staffing levels to deliver the highest level of guest service whilst still maintaining efficiency
- Develop Guest Services Hosts through effective mentoring and coaching processes, conducting discipline and review sessions
- Ensure all Hosts have a thorough knowledge of the park’s attractions, facilities, operational and ERT procedures
- Perform a key role in the Emergency Response Team

**What you’ll bring**:

- Quality customer service and problem-solving skills
- Clear verbal and written communication
- Highly developed interpersonal and conflict resolution skill
- Thorough knowledge of the park’s attractions, facilities, operational and ERT procedures
- High level of Health & Safety knowledge and awareness
- Performance Management experience
- Experience in leading a team of people, motivating staff and maximising performance levels

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