Manager - Guest Care Center

3 weeks ago

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

JOB SUMMARY

At Six Flags & Aquarabia Qiddiya City, The Manager - Guest Care Cente will oversee the daily operations of the Guest Care Center,

ensuring exceptional customer service and seamless guest experiences. This role is responsible for managing a team of customer service

representatives, handling guest inquiries and complaints, and implementing strategies to improve overall guest satisfaction and loyalty.

The Manager will collaborate closely with the Guest Experience & Loyalty department to align the care center's objectives with the

broader goals of guest engagement and retention.

JOB RESPONSIBILITIES
- Manage and develop a team of customer service representatives, providing training, performance evaluations, and support to ensure a high level of guest satisfaction.
- Establish feedback mechanisms to drive service improvements based on guest insights.
- Create training programs tailored to enhance the skills of guest care representatives, focusing on empathy, problem resolution, and product knowledge.
- Collaborate with IT and digital teams to implement and enhance chatbots, automated responses, and self-service solutions to streamline guest interactions.
- Develop guest care escalation protocols, ensuring that complex or high-priority issues are addressed efficiently and resolved at the appropriate level.
- Monitor guest journeys to ensure consistency, identifying ways to personalize experiences and exceed expectations.
- Benchmark service performance against industry standards, ensuring that Six Flags & Aquarabia remains competitive in terms of guest care.
- Monitor team productivity and morale, implementing team-building activities and engagement strategies to foster a positive and motivated working environment.
- Coordinate with HR to ensure that recruitment, onboarding, and retention of guest care representatives align with the department’s goals and service standards.
- Support budget management for the Guest Care Center, ensuring resources are optimized for high service standards.
- Ensure seamless integration of guest care data with the larger CRM system, helping the marketing and loyalty teams leverage guest insights for targeted campaigns.
- Oversee guest loyalty initiatives, working with the loyalty team to handle queries related to rewards programs, points accrual, and benefits.
- Prepare detailed reports for senior management, summarizing guest satisfaction trends, resolution rates, and other key guest care metrics, offering strategic recommendations for improvement.

**Requirements**:
**REQUIREMENTS**:
**Education**
- Bachelor’s degree in Hospitality Management, Business Administration, Marketing, or a related field.

**Experience**
- 3-6+ years of experience in customer service, guest relations, or a similar role, in a supervisory or managerial capacity.

**Skills**
- Excellent communication skills, enabling clear and effective collaboration with team members and stakeholders.
- Proficient in using customer relationship management (CRM) systems and other guest service tools.
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoints, Outlook).
- Strong Knowledge of customer service best practices, service recovery, and loyalty-building strategies.
- Proficiency in data analysis and reporting tools, with experience tracking and improving key performance metrics.
- Skilled in identifying problems and finding quick, effective solutions.
- Adaptable to change while maintaining strong performance.
- Time management skills ensure the timely completion of tasks with a focus on quality.
- Strong leadership and team management skills, with a proven ability to motivate and develop staff.

**Languages**: Fluent in English.

**Core**
- Competencies
- Self-Actualization & Fulfilment: Proficiency Level - ADVANCED
- Team Synergy & Development: Proficiency Level - ADVANCED
- Entrepreneurial Mindset & Drive: Proficiency Level - ADVANCED
- Business Acumen & Diligence: Proficiency Level - ADVANCED

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