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Guest Experience Team Lead

1 week ago

Auckland, Auckland, New Zealand Merlin Entertainments Full time

Job Description:

This role oversees the daily operation of the Guest Experience team, ensuring seamless delivery across all areas. As a key member of the operations team, you will work closely with the Operations Manager to drive excellent guest experiences and promote a positive team culture.

The success of this role is measured by maintaining operational excellence throughout the guest journey. You will be responsible for overseeing team productivity, monitoring labor productivity, and developing strategies to improve departmental performance.

A key aspect of this role is training and coaching the team to ensure they are equipped to deliver exceptional guest engagement. You will also be responsible for rostering, responding to guest reviews, and completing Admission Month End tasks.

Main Responsibilities:

  • Oversight of team productivity and performance
  • Development of strategies to improve departmental performance
  • Training and coaching of team members
  • Rostering and labor management
  • Responding to guest reviews and feedback

Business Impact/Results:

  • Achieving maximum upsell percentage for all products
  • Meeting SLSC KPI results and Mystery Visit target scores
  • Driving revenue growth through upselling and maximizing RPC opportunities

Creativity & Communication:

  • Effective communication and collaboration with teams
  • Continuous improvement and engagement through identifying opportunities and implementing solutions
  • Drive self-development and seek opportunities for growth

Decision Making & Autonomy:

  • Effective decision-making and problem-solving
  • 'Manage in the moment' regarding team performance
  • Develop alternate courses of action based on logical assumptions and facts

Complexity & Problem Solving:

  • Handling or escalating guest complaints and queries
  • Maintaining a vigilant approach to contractor, team, and facility H&S