As the Guest Service Manager & Head of Department at PLaY Arena, you will play a
crucial role in ensuring exceptional guest experiences and efficient operations.
Your responsibilities will include:
1. Guest Services Leadership:
Overseeing all aspects of guest services, including admissions, ticketing,
inquiries, and customer relations.
Leading a team of guest service staff to provide outstanding hospitality and
assistance to visitors.
Developing and implementing guest service standards and procedures to
enhance guest satisfaction.
2. Feedback Monitoring:
Monitoring feedback from both online platforms (., review sites, social
media) and offline sources (., comment cards, surveys).
Analyzing feedback data to identify trends, areas for improvement, and
opportunities to enhance the guest experience.
Implementing strategies to address guest concerns and continuously improve
service quality.
3. Corporate & Birthday Bookings:
Managing corporate event bookings, including meetings, team-building
activities, and corporate retreats.
Facilitating birthday party bookings, ensuring seamless planning and
execution of celebrations for guests of all ages.
Collaborating with the sales and marketing team to promote and market
corporate and birthday booking packages.
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4. Operations Coordination:
Coordinating with various departments (., Sales, Activities, Maintenance,
Food & beverage, Events etc) to ensure smooth execution of events and
bookings.
Overseeing event logistics, including setup, staffing, equipment rentals, and
Food arrangements.
Conducting regular inspections of facilities and Activity equipment to
maintain safety standards and optimal guest experiences.
5. Staff Training & Development:
Providing training and guidance to guest service staff on service standards,
communication skills, and conflict resolution.
Conducting performance evaluations and implementing development plans
to enhance team.