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 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
We are all about leading the pack, producing innovative and unforgettable experiences with light and sound experiences. Founded in 2016, World of Illumination is an ever-expanding group of individuals committed to creating the most energizing, awe-inspiring, immersive experiences. From start to finish, we make enlightening transformations in collaborative entertainment.
