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Guest Relations Supervisor
Six Flags Entertainment Corporation
Vallejo, CA, United States
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Job Description
Job Summary: Responsible for leading Six Flags Discovery Kingdom efforts to deliver a superior experience to all Guests. Position will supervise all operations of the Guest Relations Department.
Job Duties:
• Ensure "Guest First" standards are consistently delivered in the Guest Relations department
• Hire, train, lead, and coach a staff of seasonal supervisors and front line team members to manage daily operations
• Partner with HR and Corporate Team Members to develop Standard Operating Procedures and a comprehensive training program for Guest Relations team members
• Manage VIP and Guided Tour operations, to include selecting and training VIP tour guides
• Track and address all Guest concerns, comments and suggestions within guidelines established by Six Flags Corporate Guest Relations
• Track and evaluate relevant Guest satisfaction measures to determine effectiveness of training programs and continuously identify opportunities for improvement
• Partner across all departments to ensure delivery of a seamless Guest experience
• Work closely with Marketing to create awareness and drive sales of services offered to park Guests
• Assist in preparation, implementation and measurement of department business plan and budget
• Support HR in off-season recruiting and hiring of seasonal team members
• Other duties as assigned
Minimum Qualifications:
• Must be at least 18 years of age
• Proven record of strong leadership and Guest Service skills
• Demonstrated ability to work well in a fast-paced, rapidly changing environment
• Demonstrated conflict resolution skills
• Excellent verbal and written communication skills
• Must be able to remain calm and polite in demanding and occasionally stressful or chaotic situations
• Must be professional, energetic, self-motivated, able to motivate others, and have a positive attitude
• Must be able to positively and effectively communicate in English both in verbal and written format
• Must possess the mental and physical capacities necessary to perform the primary job duties
• Must be able to live the Six Flags Mantra and adhere to all grooming standards
• Must be able to use a multiline phone (placing someone on hold, transferring calls, and checking voicemail)
• Must be able to sit, stand, bend, and walk for extended periods of time. Must be able to lift, push, or pull 50lbs with or without assistance
• Strong teamwork skills and ability to work productively across various departments
• Computer proficiency in Microsoft Office products
• Flexible schedule required including nights, weekends, and holidays
• Previous experience in a Theme Park environment preferred