Guest Relations & Events Manager

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. 

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 learner 
• 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. 
• Assist with organization of Front of House equipment such as supplies, ticket scanners and iPads. 
• Assist with configuring and organizing event reports such as phase sheets and production reports.
• Assist with Off-Duty Officers schedule

Guest Relations:

Zendesk 

• Subject matter expert with our company Customer Support Experience software – Zendesk. 
• Configure Zendesk according to our company’s needs. 
• Ensure all tickets are being responded to in a timely manner 
• 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. 
• Categorize and priority tickets using tags, ground and custom fields. 
• Create and update automations and triggers to streamline ticket routing & responses. 
• Set up the knowledge base within Zendesk to provide self-service options for customers. 
• Populate the knowledge base with articles, FAQs, and tutorials to address common questions. 
• Provide training to representatives on how to use Zendesk effectively. 

Guest Engagement & Communication

• Act as the primary point of contact for guest inquiries, requests, and concerns. 
• Provide information about the World of Illumiantion’s services and event details. 
• Deliver concise, clear, and accurate information to all guests 
• Prepare reports on guest satisfaction and trends. 
• Manage guest databases for follow up and marketing purposes. 
• Create events in our ticketing system 
• Adjust events based on park needs during the season.

Issue Resolution 

• Listen attentively to guest concerns and complaints in order to resolve them promptly and effectively. 
• Maintain a log of guest feedback and report trends to the management team. 
• Assist guests with any ticketing needs such as but not limited to, rescheduling, refunds and redemptions. 
• Collaborate with other departments to address and resolve issues. 

Supervision 

• 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. 
• Create a Guest Relation Representative schedule and ensure proper coverage for all necessary dates. 
• Handle emergency situations with professionalism and composure.  
• Regularly assess the performance of staff to ensure daily goals are being met. 
• Set clear goals and expectations for the team 

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