Supervisor - Guest Care Center

1 day ago

الرياض, Saudi Arabia Six Flags Qiddiya City and Aquarabia Full time

At Six Flags & Aquarabia Qiddiya City, the Supervisor - Guest Care Center will lead the Guest Care Center team to provide exceptional service and support to guests. This role involves supervising daily operations, resolving guest inquiries and complaints, and ensuring the smooth functioning of the department. The Supervisor will focus on maintaining high service standards, managing team performance, and enhancing the overall guest experience through effective communication and problem-solving.

**Responsibilities**:

- Oversee the daily operations of the Guest Care Center, ensuring all processes run smoothly and efficiently.
- Lead and mentor a team of Guest Care agents, providing guidance and support to achieve performance goals.
- Conduct training sessions for team members to enhance their service skills and knowledge of park offerings.
- Monitor and evaluate team performance, providing feedback and coaching to ensure continuous improvement.
- Handle escalated guest inquiries, complaints, and feedback in a professional and timely manner.
- Ensure that all guest concerns are resolved to satisfaction while adhering to company policies and procedures.
- Collaborate with other departments, such as Operations, Sales, and Marketing, to address complex guest issues effectively.
- Maintain accurate records of guest interactions and resolutions to improve service delivery.
- Develop and implement standard operating procedures to enhance the efficiency and effectiveness of the Guest Care Center.
- Ensure that all team members adhere to established protocols and maintain a consistent level of service quality.
- Identify trends and recurring issues in guest feedback to recommend improvements to park operations and services.
- Assist in the development of guest loyalty initiatives and programs to foster long-term relationships with visitors.
- Support special events and promotions by providing additional resources and coordination as needed

**Requirements**:
**Education**:
High school diploma or equivalent is required. Experience 1-2+ years of experience in supervisory role in customer service, hospitality, or a related field.

**Skills**:
Strong leadership abilities.

Excellent communication skills, both verbal and written.

Problem-solving and conflict resolution skills, with the ability to handle difficult situations calmly and professionally.

Organizational and time management skills, ensuring smooth operation of the Guest Care Center.

Attention to detail, ensuring accuracy in guest interactions and service records.

Adaptability and flexibility, thriving in a fast-paced and dynamic environment. Customer-focused mindset, with a passion for delivering exceptional guest experiences.

Proficiency in Microsoft Office Suite and basic CRM tools for managing guest interactions.

Languages: Fluent in English.

**Core Competencies**:
Self-Actualization & Fulfilment: Proficiency Level - EXCELLENT

Team Synergy & Development: Proficiency Level - EXCELLENT

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