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Guest Experiences Manager / Customer Service Manager
£20000 - £21000 per annum
Job Title: Guest Experiences Manager
Salary: £20,000 – £21,000 per annum
Job Type: Permanent, Full time
Closing date: Tuesday 21st May 2019
The Aquarium takes each and every one of its guests on a fascinating tour of marine life, seeing the magic of the deep up close with breath taking displays among their exotic species, tropical fish and sharks, they take real pride in educating the next generation in a fun and inspiring way.
They understand that providing guests with an engaging service in unique surroundings requires a team of talented and dedicated people who are committed to producing exceptional results every day. Working with pace and vigour, in a supportive and creative environment, where individual thoughts and opinion are respected and encouraged, they have great expectations of all team members – and understand that you expect the same commitment from them.
You, as a valued member of the Aquarium’s Team are the type of individual who never settles for the status quo, but continually searches for innovative ways to improve the guest experience. You take the same pride in welcoming and engaging with guests as you would someone in your own home and understand that a warm, caring family environment is only supported by true hospitality professionals who not only understand that ‘anything is possible’ but also have the creativity to make the impossible happen.
Delivering outstanding Customer experiences is a priority for the Aquarium. They love entertaining visitors with amazing presentations, events and daily talks that brings the aquarium to life and ensure that guests make memories that last a life time.
The Guest Experiences Manager role lies at the very heart of their reason for being – to engage, inspire, involve and educate every single guest that walks through the doors.
With an enthusiastic management style, you’ll lead and motivate a team of Guest Experience Team Members to provide the highest standards of guest service and experience.
Championing the development of your direct reports and indirect reports, you will demonstrate the ability to bring the best out of all team members in all situations. Whether you’re covering the role of duty manager or working alongside your colleagues to deliver an event, you will continuously look for opportunities to bring the attraction alive through its people.
You will also play an important role in maximising sales through reception and wider areas of the Aquarium by implementing a strategy to enable all members of your team to up sell effectively through your excellent coaching and motivating techniques.
You strive to go the extra mile. You are passionate about Customer Service. You want to show your creative flair for engaging events and wowing guests with service excellence. You have a versatile approach and an eye for detail. You wish to influence the business in its decision making and optimise opportunities for revenue generation. You demonstrate strong people skills and have experience of managing a small team.
Your full focus is on the guest experience, exceeding the expectations of visitors who will enjoy a fun, fulfilling and engaging day at a world-class attraction.
This is a full time post which requires working 5 days a week and includes working regular weekends, bank holidays and school holiday periods.
About the benefits:
Alongside a competitive salary they are offering a benefits package that includes a pension plan, 30 days holiday (inclusive of bank holidays) rising to 33 days following 3 years service and an Annual Pass into the Company’s attractions worldwide.
The Aquarium is part of a Spanish multinational, headquartered in Madrid, who owns and operates over 80 leisure attractions across Europe, 10 of which are located in the UK.
Please click the APPLY button to send your CV and covering letter for this role.
Your covering letter WILL be used as a sifting mechanism so make sure it stands out from the crowd!
If this position receives high volumes of applications the Company reserve the right to close this advert earlier than stated, so please apply early to avoid disappointment.
Candidates with the relevant experience or job titles of; Guest Services Supervisor, Customer Service Manager, Customer Services Coordinator, Senior Customer Service Advisor, Client Services Executive, Hospitality, Retail Manager, Shop Assistant, Retail Store Supervisor, Front of House Manager, Receptionist, Customer Support Assistant, Customer Service Administrator, Visitor Services Manager may also be considered for this role.