Assistant Manager
4 days ago
**Job Summary**:
Six Flags & Aquarabia Qiddiya City
At Six Flags Qiddiya City, the Assistant Manager - Guest Services is responsible for overseeing the daily operations of guest service areas, including ticket counters, entrance gates, and information desks, ensuring a seamless and exceptional guest experience. This role involves supervising and leading the Guest Services team, providing guidance and support to maintain high service standards across allguest-facing touchpoints. The Assistant Manager will manage guest service budgets, monitor and analyze guest feedback, and collaborate with other departments to drive initiatives that enhance overall guest satisfaction.
**Job Duties**:
- Comply with the Six Flags Qiddiya’s code of conduct and ethics
- Promote the Six Flags Qiddiya vision, mission, values and model desired behaviors
- Promote Six Flags Qiddiya and spread its culture
- Commit to Six Flags Qiddiya’s rules and regulations
- Perform tasks as directed in the pursuit of the achievement of organizational goals
- Share with team know-how and encourage their development
- Oversee the daily operations of the guest service areas, including ticket counters, entrance gates, information desks,
and any other guest-facing touchpoints.
- Supervise and lead the Guest Services team, providing guidance and support as needed.
- Ensure smooth operations at ticket counters, entrance gates, and other guest service areas.
- Maintain a high level of guest satisfaction by resolving guest concerns and complaints in a timely and professional
manner.
- Monitor and analyze guest feedback, identify trends, and implement improvements.
- Collaborate with other departments to coordinate guest service initiatives and enhance the overall guest experience.
- Manage guest service budgets and expenses
- Maintain accurate records and generate reports on guest service performance.
- Develop and implement guest service protocols, policies, and standard operating procedures to maintain consistent
high-quality service across all guest service touchpoints.
- Empower guest service team members to resolve guest issues on the spot, while also escalating complex or sensitive
matters for your own intervention as needed.
- Analyze guest feedback data, including surveys, comments, and complaints, to identify areas for improvement in guest
service delivery. Implement strategic initiatives to address pain points.
- Serve as the primary point of contact for guests with elevated concerns, handling sensitive situations with diplomacy
and professionalism to maintain the park's reputation.
- Manage the guest service budget, forecasting staffing and resource needs, and optimizing spend to ensure financial
efficiency.
- Collaborate cross-functionally with other department heads, to align guest service initiatives with the overall park
strategy.
- Prepare detailed reports on guest service metrics, team performance, and improvement plans for review by the Park
Manager and executive leadership.
**Requirements**:
**Education**
Bachelor’s degree in Hospitality Management, Business Administration, or a related field, or equivalent.
**Experience**
3-6+ years of experience in guest services, hospitality, or a similar customer-focused role.
**Skills**
Strong leadership and team management skills, with the ability to motivate and support a diverse team in a fastpaced environment.
Excellent interpersonal and communication skills, with a customer-focused mindset.
Problem-solving abilities, capable of making quick, effective decisions under pressure.
Ability to analyze guest feedback and performance metrics, identifying trends and implementing improvements.
Proficiency in using guest service software and familiarity with point-of-sale (POS) systems.
Adaptability and cross-functional collaboration skills to work effectively with other departments.
Languages: Fluent in Arabic & Excellent 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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