Guest Services Associate

Job Description

This is a guest facing role which ensures that all guests who visit our leisure facilities enter the palace with ease and

are provided with exceptional guest care. The position welcomes guests to the facility and ensures that they are informed about the shows, attractions, facilities,

and services, thus enhancing the guest experience. The position is responsible for selling tickets, other products,

services, and attractions, directing guests, and responsibly managing cash.

Job Scope

·Welcome guests in a friendly and professional manner

· Engage each guest as a unique individual and listen attentively to their requests

· Manage and maintain queue lanes efficiently

· Sell tickets and other products via a computerised Point of Sale (POS) system

· Collect payments/make change by accepting cash, vouchers, credit card and listed foreign currencies

· Balances cash drawer/register/float by counting cash at beginning and end of work shift and ensure timely

remittance of sales to cash control

· Maintain awareness and adherence to company’s cash handling policies

· Maintain knowledge and awareness of ongoing promotions

· Provide pricing, promotion, shows information and suggestions to guests, keeping them well informed to

enhance/maximize the guest experience

· Consistently upsell/cross-sell and promote products, activities, and services to generate additional revenue

· Proactively anticipate, listen to guest’s needs and concerns and act appropriately to resolve any issues in a

timely manner in adherence to company’s guest complaint policy

· Efficiently manage turnstiles to ensure guests are able to enter/leave the palace with ease by holding a

valid ticket/pass

· Efficiently manage all guest services operational areas

· Manage lost and found counter according to company’s lost and found policy

· Conduct guest surveys using a company provided tablet, ensuring that all questions are completed and submitted

· Maintain awareness and ability to act or respond to any emergency situations while ensuring guest safety

· Work outdoors, in extreme temperatures, wet, humid or windy conditions caused by weather

· Fondly bid farewell to all guests exiting the palace

· Participate in any evacuation (drill or real) if necessary

To be considered for this role, you will need:

Essential:

· Higher secondary or equivalent

· Minimum 1-year operational experience in a guest or customer service setting

· English proficiency (spoken & written)

· Basic computer knowledge

· Ability and genuine willingness to entertain/engage guests

· Flexibility

· High levels of respect and integrity

Desirable:

· Cash handling experience

· Arabic, Russian, Farsi or Chinese proficiency