Guest Experience Manager - Admissions

SCOPE OF JOB

30% Office, 70% Floor

Ensure and facilitate the delivery of world-class Guest care by overseeing the smooth and safe running of the Admissions Department, ensuring I-Drive 360 guest ticket conversion and up-selling budgets are maintained, delivered and exceeded. This is a role that will require continual improvement and will regularly be challenging while being one of the most fun jobs you will ever have!

KEY OBJECTIVES

• Deliver world class customer service achievable by an enhanced/efficient queueing experience and customer service)
• Develop a strong and effective sales strategy to increase ticket and secondary spend to achieve the greatest overall revenue.
• Work alongside the Finance Team to ensure that department procedure compliance is upheld and cash handling discrepancies are kept to a minimum.
• Maintain a strong communicative relationship with the Marketing and Sales Teams to ensure that all new/existing vouchers and coupons are correct and operational within the system.
• Liaise with our POS system provider Accesso on any challenges, package changes, etc.
• Identifies and executes a strong succession plan for all levels of the Admissions department.
• Creates, defines and leads a consistently positive and enthusiastic approach to all aspects of guest interaction at all times.
• Ensure that Merlin Operating Manual is being adhered to, along with Orlando Cluster specifics policies, to ensure compliance in all audits regarding Admissions

KEY RESPONSIBILITIES

• Works alongside the Senior Leadership Team to develop the sales strategy to increase ticket and secondary spend revenues.
• Works closely with the Finance team to ensure proper training for all redemptions, cash handling, and resolve any challenges that may arise.
• Keep constant communication with the Marketing team to ensure that all coupon and vouchers are correct for proper redemption procedures.
• Identifies and executes a strong succession plan for all levels of the Admissions department.
• Creates, defines and leads a consistently positive and enthusiastic approach to all aspects of guest interaction at all times.
• Conducting interviews to select the highest quality new team members and ensure overall department retention.
• Celebrates successes of the Team.
• Supports the Admissions Supervisor to facilitate effective visitor flow through the queue management and entry process of both Attractions and understands the visitor journey and expectations.
• Trained to cover all aspects of the Admission Operations.
• Be a “hands on” leader for the Admissions department, including regular Duty Management shifts and weekend coverage. The Admissions Manager will be expected to be on-site during busy periods to demonstrate effective leadership.
• Responsible for management of Admissions Team, setting objectives, probationary reviews, appraisals and training.
• Support the Admissions Supervisor with scheduling of assigned core teams to ensure proper coverage and staff utilization for the delivery of customer service to our guest in each Attraction in line with the labor budget.
• Actively encourage and support new and innovative ideas from all team members on how to improve the business.
• Support the other members of the Leadership team with their departments where necessary.
• Working closely with the Leadership Team to develop a staff incentive scheme to increase individual motivation, commercial spends and promote teamwork.
• Ensuring all cash handling processes are kept to a minimum and investigating any discrepancies that occur.
• Other tasks as assigned

Health & Safety

• Responsibility to ensure compliance of Health, Safety & Security within the workplace and in line with the Group Policy (HS001).
• Understand risk assessments within own workplace and ensure reporting of any new risks to appropriate line manager.
• Responsible for ensuring that team members follow safe working practices.
• Ensure own compliance of safe working procedures in place for work activities within job role.
• In conjunction with HOO, Facilities Manager, H&S Manager, and HR Team ensure that the H&S within the areas of responsibility are closely monitored and, where possible, improve and constantly review risk assessments and safe operating practices.
• In cases of incidents or accidents ensure appropriate reporting is completed in a timely manner and if necessary the corrective action has been taken to avoid repeat of such incidents and accidents.

Background, Experience & Qualifications

• Experience in a Supervisor/Team Leader/Management role.
• Operations Experience
• Experience in dealing with guests in difficult situations.
• Experience of maintaining the highest level of service in high-pressure situations.
• Experience of 1-2 years as a Supervisor preferably experience in either a visitor attraction, theme park, museum, leisure, hotel or theatre environment
• Knowledge of Microsoft Excel, Outlook and Word.
• Excellent communication and motivational skills.
• Proven ability to work on multiple projects simultaneously and multi task as necessary.

Work Environment, Working Pattern and Other Requirements

Work Environment:

• Various inside areas within the Attractions, with varying floor surfaces. Occasional travel to other Merlin Entertainments Group properties or other sites within the city.

Working Pattern:

• Typically flexible; works within the scope of Attraction operating days/times
• Will require some weekend and holidays
• Days worked are five out of seven

Other Requirements:

• Excellent communicator
• Excellent coach and motivator
• Understanding of Health and Safety regulations
• Computer literate
• Good understanding of staff welfare