About the role

The Guest Services Manager oversees all guest-facing service operations, ensuring exceptional customer experience, efficient problem resolution, and smooth park entry processes. This role manages ticketing, information desks, lost & found, VIP services, and guest relations.

Key duties & responsibilities

• Develop guest service standards and protocols.
• Monitor guest satisfaction and implement improvements.
• Resolve escalated guest complaints professionally.
• Supervise Guest Services Supervisors, Ticketing Agents, and Attendants.
• Ensure all guest service points are fully staffed and operational.
• Maintain cleanliness and organization of guest service areas.
• Oversee ticketing operations, pricing accuracy, and queue management.
• Ensure POS systems and scanners are functioning properly.
• Manage VIP guest programs and premium experiences.
• Coordinate special accommodations for guests with disabilities.
• Track guest feedback, complaints, and resolutions.
• Prepare daily guest service performance reports.

What you'll need

• OND/HND/Bachelor’s degree
• 2+ years customer service management experience

Technical skills

Soft skills

Key performance indicators

• Guest satisfaction ≥ 90%
• Complaint resolution time
• Queue efficiency

Working conditions

Indoor/outdoor guest service areas High-crowd environments