Guest Experience Team Leader - Sea Life Scheveningen

Job Description

Rollen en verantwoordelijkheden

SEA LIFE Scheveningen is looking for a new Team leader

Will you soon be joining our Guest Experience Crew?

Then dive into this vacancy quickly!

Scope of Job:

Ensure that every guest we welcome enjoys a magical, memorable, world-class guest experience and that every member of our team embraces and exhibits our company values (known collectively as The Merlin Way).

Supports the Guest Experience Manager to oversee the efficient, effective, and safe day-to-day running of assigned areas of the attraction, while maximizing profitability through a proactive approach to people, process and the overall guest experience.

Essential Job Functions:

• To provide high levels of customer service to all guests in line with Merlin Standards.
• To have up to date product knowledge of the attraction to assist guests.
• To actively promote the attraction and deliver interaction with guests in line with Brand guidelines.
• To be courteous, pleasant and approachable always when dealing with our guests to ensure each guest has a memorable experience and to help drive sales.
• Be passionate by your role and understand how it fits in with the business and ensure this is filtered through the team accordingly.
• Be actively part of the Guest Experience team and to contribute your ideas and team ideas to relevant managers across the attraction.
• Maintain and improve the Guest Experience targets by training the Guest Experience Host accordingly.

Main Responsibilities:

• • The Guest Experience TL is responsible for providing excellent guest service throughout all the attraction and interactive areas, while at the same time ensuring the safety of all guests who are visiting the attraction.
  • The Guest Experience TL is ensuring quality customer care is delivered by all hosts and leads by example to provide a courteous, efficient, helpful and entertaining service to our guests.
  • Follows opening and closing procedures as detailed in the department’s operating plan.
  • To greet all visitors with eye contact, a smile and a verbal greeting on every transaction and interaction.
  • Monitor sales and feedback appropriately to the team to ensure they know their targets and strive to exceed them.
  • Assist guests and help them in purchasing their tickets and communicate promotional lines such as combination tickets & MAP.
  • Receive feedback from the Guest Experience team to develop successful methods of promoting and improving the department through regular meetings.
  • Ensure that the Mystery Visit criteria are always adhered to and team members are trained to follow the criteria.
  • Train and assist the team in managing the queues as and when required, in correct operation of the POS system and guest service in the attraction itself (presentations, rockpool, sea explorer, etc).
  • Ensure that all cash handling and till processes are carried out in line with the Merlin guidelines.
  • Provide guests with correct information regarding queue lengths, tickets and education.
  • Co-ordinate and manage the smooth flow of customers through the attraction, maximising throughputs with strong queue management skills.
  • Address any external queuing concerns and work closely with the Guest Experience Manager to ensure all issues are resolved with a minimal impact to those that may not be visiting the attraction.
  • Act as a Fire Marshal to co-ordinate an area-specific evacuation of both staff and guests, as Duty First Aider should anyone require assistance and as Duty Manager if there is no Duty Manager present.
  • Actively promote an efficient and friendly working ethic.
  • Assist in actively promoting sales of secondary spends and SEA Scan
  • Attend company training programmes to develop capabilities such as Manual Handling, Customer Care & Cash Handling etc.
  • Champion and promote the Merlin Way Values and apply them to your role and to your team.
  • Work together as a team, support, communicate and encourage one another creating a fun and professional environment where both the Merlin and the attractions’ brand values are embedded and promoted.

Health & Safety:

Employees are responsible for the safety of themselves, their colleagues and guests (where appropriate), in line with the Group Policy (HS001), the Group Policy (HS001) and HS(P)002: Merlin Health & Safety Manual and the law. They must ensure that they follow safe working procedures for all work activities that they undertake and they must not use any tools or equipment for which they have not been trained. Where incidents do occur, they must ensure that they are reported to their line manager and must cooperate with any investigation as appropriate.

Kwalificaties en ervaring

1. Leadership & coaching

• Manages teams in a motivating and coaching way
• Develops employees and stimulates ownership

2. Gastgerichtheid (customer experience)

• Put the visitor first and ensure an optimal experience
• Recognizes and seizes opportunities to increase guest satisfaction

3. Operational Insight

• Keep an overview of the daily operation
• Focuses on KPIs such as visitor experience, safety and turnover

4. Communication skills

• Communicates clearly with team members and other departments
• Can switch between different audiences (team, management, guests)

Voordelen

• A competitive base salary.
• A unique workplace on the Boulevard in Scheveningen;
• Visitors from various corners of the world and of all ages;
• A (dry) dive in the sea every working day;
• Experts of the underwater world as colleagues;
• Opportunities to grow, both within our team and within Merlin worldwide;
• Partial travel allowance;
• Relevante trainingen;
• Various incentives on a team and individual basis;
• Merlin Magic Pass - your free admission to all Merlin attractions worldwide;

Everyone Matters at Merlin

​At Merlin we welcome the world to our magical attractions and resorts every day and we want to reflect that same multicultural mix inside our business too. We strive to create an inclusive and diverse workplace where people can be themselves, have the same opportunities and thrive together. Because at Merlin, everyone matters!

Together, we work to create a workplace where everyone feels valued, no matter their age, race, gender, disability or sexual orientation. Although we understand that we'll always be learning and growing, we aim to be the most inclusive and flexible employer in our industry.

Are you interested? Pease send us your CV together with a motivation letter in 1 file and who knows, maybe see you soon!

Betaalbereik

EUR €16.92/Hr.