POSITION SUMMARY:
World of Illumination is searching for a highly skilled and dynamic Event/Guest Relations Manager to join our team. This individual will play a crucial role in ensuring exceptional guest experiences during our Holiday Drive-Through events.Â
WE ARE LOOKING FOR SOMEONE WHO:
- Takes pride and initiative in their work.
- Goes above and beyond to enhance the customer experience.
- Demonstrates strong communication skills and can convey clear, concise messages to different levels of management and staff.
- Possesses effective listening skills to understand and resolve customer issues.
- Can efficiently manage a team of Guest Relations Representatives.
- Works well within a team.
- Is a quick learnerÂ
- Is flexible and can adapt positively to various situations.
- Exhibits strong presentation skills.
- Is highly self-motivated and reliable.
RESPONSIBILITIES:
Event Management:
- Participate in the Event Manager training program by conducting and developing training sessions alongside the VP of Operations.
- Provide guidance and support to Event Managers, offering resources and feedback to improve their performance.
- Conduct ongoing training sessions with Event Managers during the season to ensure they are up to date with the latest park information.
- Ensure Event Managers are fully briefed and equipped with all necessary documentation in order to provide the best park experience.Â
- Assist with organization of Front of House equipment such as supplies, ticket scanners and iPads.Â
- Assist with configuring and organizing event reports such as phase sheets and production reports.
- Assist with Off-Duty Officers schedule
Guest Relations:
ZendeskÂ
- Subject matter expert with our company Customer Support Experience software – Zendesk.Â
- Configure Zendesk according to our company’s needs.Â
- Ensure all tickets are being responded to in a timely mannerÂ
- Define user roles & permissions to agent control access and ensure it is up to date.
- Ensure each customer inquiry or issue is represented as a ticket to ensure optimal guest solution & agent accountability.Â
- Categorize and priority tickets using tags, ground and custom fields.Â
- Create and update automations and triggers to streamline ticket routing & responses.Â
- Set up the knowledge base within Zendesk to provide self-service options for customers.Â
- Populate the knowledge base with articles, FAQs, and tutorials to address common questions.Â
- Provide training to representatives on how to use Zendesk effectively.Â
Guest Engagement & Communication
- Act as the primary point of contact for guest inquiries, requests, and concerns.Â
- Provide information about the World of Illumiantion’s services and event details.Â
- Deliver concise, clear, and accurate information to all guestsÂ
- Prepare reports on guest satisfaction and trends.Â
- Manage guest databases for follow up and marketing purposes.Â
- Create events in our ticketing systemÂ
- Adjust events based on park needs during the season.
Issue ResolutionÂ
- Listen attentively to guest concerns and complaints in order to resolve them promptly and effectively.Â
- Maintain a log of guest feedback and report trends to the management team.Â
- Assist guests with any ticketing needs such as but not limited to, rescheduling, refunds and redemptions.Â
- Collaborate with other departments to address and resolve issues.Â
SupervisionÂ
- Manage the Guest Relations team, ensuring proper training and consistent feedback.
- Ensure the Guest Relation team is properly resolving guest inquiries using all Guest Standards.Â
- Create a Guest Relation Representative schedule and ensure proper coverage for all necessary dates.Â
- Handle emergency situations with professionalism and composure. Â
- Regularly assess the performance of staff to ensure daily goals are being met.Â
- Set clear goals and expectations for the teamÂ
WHAT WE PREFER:
- 3+ years of experience in the Guest Experience or Customer Service field.
- Experience in training others at all levels.
- Live entertainment experience.
- Bachelor’s degree in a related field.
- 2+ years of management experience.
- Knowledge of Zendesk.
- Online Event Ticketing experience.
Join our team and contribute to creating unforgettable guest experiences and successful events!
World of Illumination
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