GUEST SERVICES TEAM LEADER

Crealy Theme Park & Resort is the South West’s largest family theme park which offers over 60 rides and attractions.
At Crealy, we’re excited to be growing our team! We’re seeking individuals to join our dynamic and supportive workplace. You’ll enjoy fantastic rewards such as Friends and Family passes, discounted tickets, flexible schedules, and excellent opportunities for career growth.
The park prioritises teamwork, training, and staff development and promotes an environment where employees feel appreciated and inspired.
The Guest Services Team Leader is responsible for overseeing a team of Guest Services team members, ensuring the highest levels of service, front-of-house assistance and overall guest satisfaction are always maintained. Along with assisting the Guest Services Manager in recruiting, training and providing on-going support to the team you will personally act as an ambassador for the Theme Park throughout the day, helping to troubleshoot service-interruptions and maintain the best possible guest- and team-experience. This role also offers varied support to the rest of the operational departments across the resort.

• Ensure the smooth, friendly and efficient running of the admissions (entry and exit) operation
• Assist in recruiting suitable team members in a timely and professional manner, including Turnstile Hosts and Guest Service Advisors
• Effectively train and mentor all new team members, ensuring all documentation is well recorded and filed
• Provide hands-on, front line operational support throughout the day
• Provide clear and positive communication to all team members, guests and other company stakeholders
• To ensure all health and safety procedures are being correctly followed
• Monitor guest feedback and take action accordingly
• Demonstrate a high level of customer service at all times
• Help to ensure all parkwide marketing materials are accurate, up-to-date and well presented
• Complete opening and closing checklists of the main admissions area in full, including close-down of tills, ambient music and lighting and emptying bins
• Maintaining compliance in health and safety, GDPR and cash handling procedures within the Guest Services remit, including the Annual Pass hub, turnstiles, admissions and ticket office locations
• To ensure that department personnel are observing the company’s policies and procedures
• Have a good knowledge of all systems and procedures used within the department, so that you are able to give decisive direction and troubleshoot issues in a timely manner
• Help to co-ordinate group bookings and special-events
• Communicate any changes to the daily schedule with guests, including ride closures and show cancellations
• Provide ‘immediate service recovery’ for guest complaints
• Effective management of lost property
• Assist in ‘lost child’ procedures
• Implement the company’s ‘accessibility’ policy
• Deputise for the Guest Services Manager as necessary
• Actively work to maintain high levels of morale and engagement within the Guest Services team
• Actively participate in training and development programs and maximize opportunities for self-development
• Other duties as required for the Operation of the Business

What We’re Looking For:

• A passion for customer service and creating exceptional experiences.
• Comfort working outside in all weather.
• Excellent observational and communication skills.
• Confidence when interacting with the public.
• Willingness to undertake Health and Safety training and assessments.

Our team is the key to our success; we are all one team working together. We offer full training and on-going support throughout the season. Whatever stage you are at in your working life, we have something for you. All we need is for you to have a positive attitude and enjoy working as part of a team and in a fast-paced environment.
We believe in “Warm & Welcoming” service, creating “Great Spaces”, making things “Easy for All”, and delivering “Moments of Joy”. If you share our values and love working in a fast-paced, guest-focused environment, we’d love to hear from you.
You will need to have proof of right to work in the UK (either a birth certificate or current passport) and be able to provide details of a reference. Please ensure you have both before applying