Manager - Guest Relation

Dear Jobseeker!!!

Manager Guest Relations

Manager Guest Relations

Department: Guest Relations

Reports To:

Job Summary:

The Manager Guest Relations is responsible for ensuring a seamless and delightful guest experience throughout the park. The role includes leading guest-facing operations, managing escalations, coordinating across departments, handling group visits from educational institutions and Corporates, managing crowd flow, and contributing to seasonal and special event planning. The position demands proactive leadership, good communication, and the ability to maintain high service standards in a dynamic environment.

Key Responsibilities:

Guest Experience Management

• Oversee the entire guest journey from entry to exit, ensuring high levels of satisfaction and service consistency.
• Address and resolve escalated guest complaints with professionalism and empathy.
• Analyze guest feedback to drive improvements in service quality.

Crowd Flow & Show Timing Coordination

• Monitor guest entry flow and dynamically adjust show timings (e.g., MI, Wave pool, Rain disco etc) to manage crowd distribution across the park.
• Coordinate with ride operators/assistants, security, water management, and park scheduling teams to ensure smooth guest flow and minimize congestion within the park

Team Leadership

• Lead and guide the Guest Relations team to deliver exceptional guest service.
• Conduct periodic training programs on service etiquette, safety, communication, and emergency handling.
• Monitor team performance, grooming, and discipline while promoting a culture of guest-first mindset.

Operational Oversight

• Ensure smooth functioning of guest service points including entry gates, helpdesks, lost & found, and information counters.
• Maintain SOP adherence, safety standards, and ensure timely reporting of daily operations.
• Act as the primary point of contact for any guest-related emergencies or incidents.

Educational Institution Group Handling

• Plan entry, briefings, safety instructions, and dedicated assistance for large student groups.
• Coordinate with Sales, Security, and Operations to ensure hassle-free movement and supervision.

Seasonal Events & Festival Operations

• Play a key role in planning and execution of park operations during special seasons such as

  Summer Vacation

  ,

  Dasara

  ,

  Christmas

  ,

  New Year

  , etc.
• Ensure increased guest traffic is handled efficiently with extended support hours, additional helpdesks, and crowd management plans.
• Coordinate with the Marketing, Events, and Operations teams to ensure guest services are aligned with festival themes and special activities.

VIP & Special Guest Handling

• Ensure smooth handling and personalized attention for VIPs, corporate groups, and celebrities.
• Work closely with event management teams to deliver high-quality hospitality for special events or private bookings.

Qualifications & Skills:

• Any degree, Business Administration, or a related field.
• 8–12 years of experience in guest services, preferably in the amusement, hospitality, or events sector.
• Leadership skills with good communication and people management abilities
• Strong organizational skills with the ability to manage multiple responsibilities and adapt in high-pressure environments.
• Experience in handling large crowds, seasonal traffic, and group visits is highly preferred.

Working Conditions:

• Full-time, on-ground presence required during operational hours.
• Must be available on weekends, holidays, and during peak/festival seasons.
• Will be required to manage and respond during emergency situations or high guest flow days.

Interested candidate can drop resume at priyanka@wonderla.com or contact - 9148591006(Priyanka)