Raging Waters Sydney - Guest Experience Team Leader

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 Team Leader
About the role:
The Guest Experience Team Leader is responsible for overseeing the Guest Experience team to ensure the delivery of exceptional customer service both in the Call Centre and in-park Guest Services. This role involves leading and motivating the team, managing daily operations, and ensuring a seamless and enjoyable experience for all guests.
Roles & Responsibilities:
Roles & Responsibilities

Team Leadership:

• Supervise and support the Guest Experience team members, providing guidance and training as needed.
• Foster a positive and collaborative team environment.
• Monitor and motivate team members to achieve a high standard of guest service

Customer Service Management:

• Ensure the team delivers outstanding customer service in the Call Centre and in-park Guest Services.
• Address and resolve escalated guest complaints and issues promptly and professionally.
• Monitor guest interactions to ensure accuracy and professionalism.
• Complete all relevant paperwork to maintain correct record-keeping processes.
• Report any issues that may affect Guest Services operations immediately to Guest Experience Coordinator or the Sales & Marketing Director.
• Demonstrated discretion and an ability to maintain confidentiality.
• Conduct training and assess the competency of Team Members to assist in team development & mentoring.
• Demonstrate knowledge of current ticketing options available online and in park and distribute promotional flyers as required.
• Assist with supervisory responsibilities in the absence of the Supervisor to ensure operational efficiencies are adhered to.
• Assist in other areas of the Guest Experience Department.
• Oversight of front gate areas (retail, admissions, guest service) as required.
• To carry out all duties and responsibilities as assigned by the Guest Experience Coordinator, Sales & Marketing Director or member of the Management Team.

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!

Please refer the Job description for details