Job Description

: Guest Relations HODAs the Guest Service Manager & Head of Department at PLaY Arena, you will play a crucial role in ensuring exceptional guest experiences and efficient operations. Your responsibilities will include: 1. Guest Services Leadership: Overseeing all aspects of guest services, including admissions, ticketing, inquiries, and customer relations. Leading a team of guest service staff to provide outstanding hospitality and assistance to visitors. Developing and implementing guest service standards and procedures to enhance guest satisfaction. 2. Feedback Monitoring: Monitoring feedback from both online platforms (e.g., review sites, social media) and offline sources (e.g., comment cards, surveys). Analyzing feedback data to identify trends, areas for improvement, and opportunities to enhance the guest experience. Implementing strategies to address guest concerns and continuously improve service quality. 3. Corporate & Birthday Bookings: Managing corporate event bookings, including meetings, team-building activities, and corporate retreats. Facilitating birthday party bookings, ensuring seamless planning and execution of celebrations for guests of all ages. Collaborating with the sales and marketing team to promote and market corporate and birthday booking packages.4. Operations Coordination: Coordinating with various departments (e.g., Sales, Activities, Maintenance, Food & beverage, Events etc) to ensure smooth execution of events and bookings. Overseeing event logistics, including setup, staffing, equipment rentals, and Food arrangements. Conducting regular inspections of facilities and Activity equipment to maintain safety standards and optimal guest experiences. 5. Staff Training & Development: Providing training and guidance to guest service staff on service standards, communication skills, and conflict resolution. Conducting performance evaluations and implementing development plans to enhance team capabilities. Fostering a positive and inclusive work environment that motivates staff to deliver exceptional service. Qualifications: Bachelor\'s degree in Hospitality Management, Event Management, Business Administration, or related field. Proven experience in guest service management, preferably in the hospitality, tourism, or events industry. Strong communication, interpersonal, and leadership skills. Excellent organizational and problem-solving abilities. Ability to work effectively under pressure and adapt to changing priorities. Proficiency in Microsoft Office suite and experience with customer relationship management (CRM) software is a plus.

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