Job Description: Guest Relations HOD

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 (e.g., review sites, social media) and offline sources (e.g., 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. 

4. Operations Coordination:  Coordinating with various departments (e.g., 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 capabilities.  Fostering a positive and inclusive work environment that motivates staff to deliver exceptional service. Qualifications:  Bachelor's degree in Hospitality Management, Event Management, Business Administration, or related field.  Proven experience in guest service management, preferably in the hospitality, tourism, or events industry.  Strong communication, interpersonal, and leadership skills.  Excellent organizational and problem-solving abilities.  Ability to work effectively under pressure and adapt to changing priorities.  Proficiency in Microsoft Office suite and experience with customer relationship management (CRM) software is a plus.