JOB SCOPE
Managing both teams of Admission and Commercial's Guest Experience Hosts, to create an outstanding first and last impression to our guests. You’ll ensure that quality initiatives and standards are implemented and measured, making sure your area operates within brand standards and that health and safety regulations are adhered to at all times.
KEY OBJECTIVES
- Lead a team of Guest Experience Hosts from Admission and Commercial to deliver exceptional guest service. This includes rostering and leave management of the teams, and act as the 1st point of escalation from team member.
- Take a hands-on approach to area oversight, collaborating closely with team members while actively participating in daily shift duties within Admissions and Commercial operations.
- Lead and develop a high-performing team, maximizing individual potential while driving commercial excellence through sales trend analysis and continuous improvements to optimize revenue growth.
- Train your team effectively to increase quality of service, presentation and delivery of product. Ensuring all team members deliver consistent standards.
- Resolve customer complaints and concerns swiftly and with a smile.
- Live and breathe the Merlin Way values and encourage others to do the same.
- Always be aware of health and safety – keep our guests and your team safe by managing and controlling potential risk and always following health and safety regulations.
- Support General Manager and Guest Experience Manager in relations to other ad hoc projects assigned.