Guest Experience Team Leader

7 maanden geleden

Den Haag, Nederland SEA LIFE Voltijd

Rollen en verantwoordelijkheden:
**Scope of Job**:Ensure that every guest we welcome enjoys a magical, memorable, world-class guest experience and that every member of our team embraces and exhibits our company values (known collectively as The Merlin Way).

Supports the Guest Experience Manager to oversee the efficient, effective, and safe day-to-day running of assigned areas of the attraction, while maximizing profitability through a proactive approach to people, process and the overall guest experience.

**Essential Job Functions**:

- To provide high levels of customer service to all guests in line with Merlin Standards.
- To have up to date product knowledge of the attraction to assist guests.
- To actively promote the attraction and deliver interaction with guests in line with Brand guidelines.
- To be courteous, pleasant and approachable at all times when dealing with our guests in order to ensure each guest has a memorable experience and to help drive sales.
- Be passionate by your role and understand how it fits in with the business and ensure this is filtered through the team accordingly.
- Be actively part of the Guest Experience team and to contribute your ideas and team ideas to relevant managers across the attraction.
- Maintain and improve the Guest Experience targets by training the Guest Experience Host accordingly.

***

**Main Responsibilities**:

- The Guest Experience TL is responsible for providing excellent guest service throughout all of the attraction and interactive areas, while at the same time ensuring the safety of all guests who are visiting the attraction.
- The Guest Experience TL is ensuring quality customer care is delivered by all hosts and leads by example to provide a courteous, efficient, helpful and entertaining service to our guests.
- Follows opening and closing procedures as detailed in the department’s operating plan.
- To greet all visitors with eye contact, a smile and a verbal greeting on every transaction and interaction.
- Monitor sales and feedback appropriately to the team to ensure they know their targets and strive to exceed them.
- Assist guests and help them in purchasing their tickets and communicate promotional lines such as combination tickets & MAP.
- Receive feedback from the Guest Experience team to develop successful methods of promoting and improving the department through regular meetings.
- Ensure that the Mystery Visit criteria are adhered to at all times and team members are trained to follow the criteria.
- Train and assist the team in managing the queues as and when required.
- Train and assist the team in correct operation of the POS system.
- Train and assist the team in guest service in the attraction itself (presentations, rockpool, sea explorer, etc).
- Ensure that all cash handling and till processes are carried out in line with the Merlin guidelines.
- Provide guests with correct information regarding queue lengths, tickets and education.
- Co-ordinate and manage the smooth flow of customers through the attraction, maximising throughputs with strong queue management skills.
- Address any external queuing concerns and work closely with the Guest Experience Manager to ensure all issues are resolved with a mínimal impact to those that may not be visiting the attraction.
- Act as a Fire Marshal to co-ordinate an area-specific evacuation of both staff and guests
- Act as a Duty First Aider should anyone require assistance.
- Act as Duty Manager if there is no Duty Manager present.
- Actively promote an efficient and friendly working ethic.
- Assist in actively promoting sales of secondary spends and SEA Scan
- Attend company training programmes to develop capabilities such as Manual Handling, Customer Care & Cash Handling etc.
- Work together as a team, support, communicate and encourage one another creating a fun and professional environment where both the Merlin and the attractions’ brand values are embedded and promoted.
- Any other duties as required by the Guest Experience Manager

**Health & Safety**:
Employees are responsible for the safety of themselves, their colleagues and guests (where appropriate), in line with the Group Policy (HS001), the Group Policy (HS001) and HS(P)002: Merlin Health & Safety Manual and the law. In particular, they must ensure that they follow safe working procedures for all work activities that they undertake and they must not use any tools or equipment for which they have not been trained. Where incidents do occur, they must ensure that they are reported to their line manager and must cooperate with any investigation as appropriate.

Kwalificaties en ervaring:
**About you**:

- You have previous experience in a guest service role
- You are flexible and work well under pressure.
- You have excellent communication skills.
- You have experience of supervising a team or willing to develop yourself in a leadership roll.
- You are passionate about guest service and have a positive ‘can do’ attitude t

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