Guest Relations Manager

Skills

1. Excellent communication and interpersonal skills.
2. Strong leadership ability with experience in managing guest-facing teams.
3. Customer-first mindset with excellent conflict resolution and problem-solving skills.
4. Ability to multitask and remain calm under pressure in a fast-paced environment.
5. Hands-on experience in guest feedback management (NPS, online reviews).
6. Proficiency in English; regional language skills are an advantage.
7. Flexibility to work on weekends, holidays, and extended hours.

Role & responsibilities:

We are looking forward to hiring a smart and dynamic individual to join our Operations Department as an Manager Guest Relations

• Set up and lead Guest Relations operations for Wonderla Chennai (new park launch).
• Design and implement SOPs and service processes to establish best-in-class guest experience standards.
• Greet and engage guests, ensuring smooth entry and personalized attention throughout their visit.
• Address and resolve guest concerns related to rides, dining, lost & found, accessibility, and park facilities.
• Deliver personalized services for VIPs, differently-abled guests, and families with children.
• Train, guide, and supervise the Guest Relations team (including reception/front office staff).
• Promote park amenities, restaurants, retail outlets, and special programs to maximize guest engagement.
• Collect and analyze guest feedback (NPS, reviews, surveys) and take corrective actions for continuous improvement.
• Coordinate effectively with internal teams (operations, F&B, security, rides, retail) to resolve issues promptly.
• Build strong guest loyalty through personalized engagement and relationship management.
• Coordinate with the Cash Team and NTR (Non-Ticket Revenue) Team to drive in-park sales and upselling opportunities.
• Promote and support revenue initiatives such as Fast-Track ticket sales, seasonal offers, dining packages, merchandise, and festive/event-based promotions.
• Engage guests proactively in cross-selling park services and special experiences to enhance revenue per visitor.
• Prepare and present regular reports on guest satisfaction, complaint trends, revenue contribution from guest relations, and service improvement initiatives.

Requirements :

• Proven experience as Guest Relations Manager, Hotel Manager, or in a customer-focused leadership role (hospitality, amusement park, aviation, or retail industry).
• Strong organizational and team management skills.
• Ability to handle large guest volumes and deliver service excellence in a high-pressure environment.
• Professional grooming, strong sense of responsibility, and commitment to guest delight.
• MBA in Hospitality/Tourism/Business Administration preferred.

Proficiency in English and Tamil.