Raging Waters Sydney - Guest Experience Coordinator

at  Raging Waters Sydney

Palace Entertainment is a leading leisure park operator in the United States and Australia overseeing more than 25 entertainment venues, hotels and educational venues across 11 different states.
Palace Entertainment owns and operates some of the largest and most prestigious venues including: National Historic Landmark, Kennywood Park, America’s Oldest Amusement Park, Lake Compounce, the world’s first ever Cartoon Network Hotel, Best Family Theme Park Dutch Wonderland and a variety of other family-friendly parks and campgrounds throughout the United States.
Palace Entertainment is a subsidiary of Parques Reunidos, one of the leading global operators, with more than 60 different assets (theme parks, zoos and marine parks, water parks and other attractions), spread out over various countries across Europe, North America, the Middle East and Australia.
Raging Waters Sydney is the place to make lifetime memories. Offering water slides, attractions and one of the biggest wave pools - Sydney’s biggest water park has something for everyone.
We are currently looking for a:
Raging Waters Sydney - Guest Experience Coordinator
About the role:
The Guest Experience Coordinator is responsible for managing and coordinating the activities of the Guest Experience team to ensure exceptional service delivery. This role involves overseeing daily operations, implementing service improvement initiatives, and acting as a liaison between guests and management. The Guest Experience Coordinator ensures that all guest interactions are handled efficiently and professionally, enhancing overall guest satisfaction.
Roles & Responsibilities:
Roles & Responsibilities

Team Management:

• Oversee the daily operations of the Guest Experience team in both the Call Centre and in-park Guest Services.
• Schedule and assign tasks to team members, ensuring optimal coverage during all shifts.
• Monitor team performance and provide coaching and feedback to improve service delivery.

Guest Service Excellence:

• Ensure that guests receive timely and accurate information both over the phone and in person.
• Handle escalated guest issues and complaints, ensuring a satisfactory resolution.
• Maintain a high standard of professionalism in all guest interactions.

Operational Coordination:

• Develop and implement procedures to improve operational efficiency and guest service quality.
• Ensure all guest interactions and issues are recorded accurately and follow proper protocols.
• Coordinate with other departments to ensure seamless guest experiences.

Training and Development:

• Develop and deliver training programs for new hires and ongoing training for existing staff.
• Ensure team members are knowledgeable about all tickets, experiences, and promotional offers.
• Foster a culture of continuous learning and professional development.

Administrative Duties:

• Ensure all administrative tasks are completed accurately and on time.
• Maintain records of guest interactions, feedback, and resolutions.
• Prepare reports on team performance and guest satisfaction for management review.

Facility Management:

• Ensure all guest service areas, offices, and desks are clean, organized, and welcoming.
• Manage lost property, assist with lost children, and address any in-park issues.
• Support special events and activities, ensuring they run smoothly and guests have a positive experience.

Collaboration:

• Work closely with the Guest Services Team Leader, Sales & Marketing Director, and other members of the Management Team.
• Collaborate with other departments to develop and implement guest experience initiatives.
• Act as a liaison between guests and management to communicate feedback and improve service delivery.
• Oversight of front gate areas (retail, admissions, guest service) as required.

Workplace Health & Safety (WHS):

• Follow and comply with Work Health Safety policies, procedures and guidelines.
• Correctly use all safety and personal protective equipment
• Act as a role model by demonstrating safe work behaviours.
• Report WHS incidents, injuries and safety activities to your direct Manager and First Aid at the time it occurs.
• Promote proactive hazard/ near miss reporting. Report any hazards or near-miss incidents to your direct Manager and the People & Culture Director.
• Attend Work Group Meetings to discuss and promote safety.

Requirements

Skills:

• Customer service skills.
• Effective communication skills and competency in conflict resolution.
• Guest Service experience with effective communication skills and competency in conflict resolution.
• Be able to handle multiple priorities simultaneously.
• Ability to interact in a professional and positive manner.
• Strong time management and organisational skills with attention to detail.
• Analytical problem-solving skills.
• Professional and friendly disposition with an ability to work under pressure, multi-task and meet deadlines.

Languages: Fluent English

Experience:

• Experience in leading a team
• Experience in point of sale systems
• Microsoft Office (Excel, Word, Outlook, Power point)
• Utilising equipment such as a computer and two-way radio
• Answering and managing incoming calls

Relationships
Internal: General Manager / Facilities / Finance / Food & Beverage / Guest Experience/ Operations / People & Culture / Retail / Sales & Marketing
External: Contractors / Suppliers / Business Partners
Organization

Any other relevant comments:

• Ability to work flexible working hours including but not limited to weekends, evenings and public holidays.
• Adhere to the Company Code of Conduct policy.
• Represent the Company well internally and externally; convey a professional and positive image of the organization and business affiliates.
• Be able to work in all weather conditions including sun and rain, hot and cold climates, indoor and outdoor work.
• To carry out all duties and responsibilities as assigned by your Direct Manager, General Manager or any member of the Management Team.
• Adhere to the Employee Handbook content and requirements.

Smoking in the workplace is allowed in designated smoking areas only where permitted by the applicable legislation of the jurisdiction.

You are required to be physically fit, physical requirements include but are not limited to:

• Walking
• Carrying
• Lifting
• Reaching
• Bending
• Pushing
• Pulling
• Squatting
• Sitting
• Standing
• Twisting
• Repetitious movement

Team member benefits:
Do not miss the chance to spark your career now!

• Ensure all administrative tasks are completed accurately and on time.
• Maintain records of guest interactions, feedback, and resolutions.
• Prepare reports on team performance and guest satisfaction for management review