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Guest Services Supervisor

1 week ago

Auckland, Auckland, New Zealand Merlin Entertainments Full time

What you'll bring to the teamScope of Job: Working closely with the Operations Manager, you will oversee the daily operation of the Guest Experience (including Admissions) team at SEA LIFE Kelly Tarltons.
This role is focused on delivering an incredible guest experience throughout all areas of the GE team including Admissions, talks, tours, and duty supervision.
The success of this role is measured by maintaining excellent operational delivery throughout these areas in the guest's journey and promoting a positive team culture to achieve guest satisfaction and team engagement targets.
This role holds responsibility for the smooth daily operation of the GE and Admissions department and the delivery of ongoing training, focusing on motivating the team to provide excellent guest engagement with every interaction.
This role is also responsible for the coordination, development, and delivery of the education content for all schools and groups.
MAIN RESPONSIBILITIES: Oversee team productivity and performance to ensure efficient functioning of daily operations and monitor labour productivity.As the first point of guest contact, adopt a strategic focus to continually improve, develop, and actively drive the department RPC through upselling opportunities.Train all new starters and provide support in the GE and admission team and continue to coach all GE and admission team members to ensure they are set up for success and receiving regular feedback on their performance.Roster according to the labour budget, ensuring the department budget is not overspent and that the roster is published in a timely manner according to the EA agreement.Respond to guest reviews on YEXT, Facebook messages, and the Optimus inbox to ensure all guests are responded to within 48 hours.Complete Admission Month End.Deliver quarterly 121s with all team members to ensure the team's ongoing success and development is a priority.Deliver performance management conversations when required, with support from the Operations Manager.Ensure staff deliver all Education classes in line with the core SEA LIFE values.Work closely with the booking coordinator to ensure that all programmes align with the current offering at SEA LIFE Kelly Tarltons.Fulfil the role of PCI Champion for the attraction and ensure all payment processing team members are trained and following PCI compliance.Support the GE and Admission team on the floor as required and assist in covering breaks as needed.Fulfil the role of Duty Supervisor when required and ensure enough staff are trained in the role.Assist with GE and related profit protection compliance including but not limited to daily tamper checks, refund log, complimentary tickets log, and lost property processes.Actively manage team performance, including setting clear expectations, providing regular feedback, addressing underperformance, and recognizing high achievers to foster a strong team culture.BUSINESS IMPACT/RESULTS: Achieve maximum upsell percentage for all products across GE related areas.Meet SLSC KPI results and Mystery Visit target scores and motivate the team to deliver these results.Upsell and maximise revenue and RPC opportunities in all GE areas of the business.Ensure the consistent delivery of the attraction's standards and expectations within the GE team.CREATIVITY & COMMUNICATION: Effectively follow policies and procedures with attention to daily sales and service delivery.Provide constructive feedback to improve business efficiency.Communicate and build rapport between departments.Continuous improvement and engagement through identifying opportunities, implementing solutions, and measuring impact.Drive self-development and seek opportunities for growth, expanding knowledge and skill set.DECISION MAKING & AUTONOMY: Effectively resolve any escalated issues or complaints.Ensure all policies and procedures are being adhered to by the GE team.'Manage in the moment' regarding team performance, ensuring that if there's a minor issue to address, it is dealt with at the time to prevent a bigger issue arising.Show a commitment to action after analysing financial, people, and organisational information.Develop alternate courses of action based on logical assumptions, facts, and available resources.Process ticket upgrades and refunds.Handle guest recovery resolutions.Report and resolve H&S issues.COMPLEXITY & PROBLEM SOLVING: Handle or escalate guest complaints & queries.Maintain a vigilant approach to contractor, team, and facility H&S in line with company policy and identifying and reporting risks to avoid incidents occurring.HEALTH & SAFETY: Supervisors are responsible for the safety of themselves, their colleagues, and guests (where appropriate), in line with the Group Policy (HS001) and other relevant company policies, procedures, standards, and the law.Report unsafe work practices, hazards, near misses, and incidents to their line manager, cooperate with any investigations as appropriate, and assist with preventative measures as required.Follow Safe Working Procedures for all work activities undertaken and not use any tools or equipment without training.Understand and undertake risk assessments and ensure the reporting of any new risks or hazards to their appropriate line manager or committee.Remain compliant with all training and safe working procedures for work activities within the scope of their role.Ensure appropriate reporting of incidents, near misses, or accidents in a timely and accurate manner to the appropriate line manager.Actively share ideas, comments, and suggestions for improving safety within their work areas with their appropriate line manager or committee.Our Six Spells for Safety: To Protect the Magic, everyone at Merlin applies our 'Six Spells for Safety'.
It's a simple step-by-step reminder of what everyone can do to help, whatever their role or responsibility.
Use your head: Think 'safety first' before starting every task.
Be on guard: Keep guests, colleagues, and animals safe.
Do it right: Follow all safety rules and practices.
Take a minute: Always keep your work area safe, secure, and tidy.
Tell us now: Report anything unsafe and ask if you're ever unsure.
Help us all: Share your ideas for improving safety.
Qualifications & ExperienceAPPLIED KNOWLEDGE & SPECIALIST SKILLS: Proven ability to demonstrate exceptional guest engagement.Previous experience in payment processing and strong numeracy skills.Intermediate PC Skills.Able to work effectively and efficiently without supervision.Ability to train and coach the team.Ability to mentor and develop the team.Ability to act as a First Aider (where applicable).Ability to act as a Fire Warden (where applicable).An energetic and flexible approach.Proven ability to solve problems and use initiative.Exceptional communication skills.Customer complaint resolution or escalation.Appreciation and attention to H&S policy and procedures.Ability to multi-task.Strong work ethic and demonstrated ability to work within a fast-paced environment.Flexible and adaptable approach.Can work autonomously, but most importantly within a team environment.Pay RangeCompetitive

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