ROLE SUMMARY:
The Events and Experience Lead is critical in bringing to life the guest excellence vision of ‘Own your welcome’, ‘make it memorable’ and ‘creating lasting moments’. The role is responsible for on-the-job supervision, guiding, and supporting a team of frontline guest-facing E&E hosts. The role is focused on ensuring operational excellence and delivering outstanding guest experiences. It will provide leadership and coaching to frontline staff organizing Animal and VIP experiences, organizing new experiences and operationally delivering the Event space in the Hotel, all while maintaining a strong focus on teamwork and service quality. The E&E Lead will be the first point of escalation for any operational issues, colleague support, or guest-related concerns and will work closely with the Event and Experience Manager to maintain a high standard of service delivery.
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Ensure First class guest engagement is delivered throughout all aspects of E&E experiences.
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First point of escalation for the E&E Department, both in terms of guest experience, client engagement in conferencing and Stakeholder engagement throughout the park.
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Ensure all team members are knowledgeable and maintain the highest standards of appearance; using ‘in the moment’ coaching and guidance when this is not the case.
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In collaboration with the E&E Manager, make any adjustments to resource headcount and upskilling ensuring continuous improvement of standards and guest experience.
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Oversee a key experiences and enhance the package of experiences to ensure sales growth vs the previous year.
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Maintain and deliver high standards and appearance of E&E staff
KEY RESPONSIBILITIES:
Operational Leadership
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Manage and ensure delivery all resort events and experiences, including animal encounters, VIP experiences, corporate events, hotel packages, and seasonal activations.
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Manage and develop team to deliver year round experiences and achieve revenue targets.
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Maintain SLAs for back of house operations including booking lines, inbox management, and third party sales channels.
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Deliver the strategy for celebrations and guest birthday parties.
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Implement actions to build guest experience based on feedback anecdotal and recorded (including but not limited to guest comments & KPI data),
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Ensures day to day operation of experiences is managed efficiently through appropriate allocation of resources.
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Increase sales in all areas of operational delivery and demonstrate improvements in experiences and offers for the CWoA guest.
Team Engagement & Development
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Lead, coach, and develop the E&E team to deliver operational excellence and share commercial performance.
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Work alongside E&E Coordinator to drive a seamless guest and client experience.
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Foster collaboration across Hotel, Zoo, Entertainment, and Operations teams to support new initiatives and experience delivery.
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Provide real-time coaching to team members, offering feedback and further training as needed
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Guest Experience
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Ensure the guest and client experience is delivered to the highest standard, aligned with brand values, mission, and vision.
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Implement with the support from the Co-ordinator a seamless booking journey for guests upgrading their experience.
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Creative additional commercial opportunities to enhance guest engagement (animal experiences, VIP days, short breaks, character dining, seasonal events).
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Continuously review products and services to ensure they meet guest expectations and EBITDA targets.
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Deliver SLA standard for telephone calls and Voicemails and ensure these targets are met.
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Implement a smooth operational process, to deliver the client experience within Events
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Ensure guest queries are handled efficiently and team members achieve service excellence.
Collaboration & Communication
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Ensure all communication, including daily briefing is communicated to team members and that teams feel engaged within the department.
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Collaborate with Zoo, Hotel, and Entertainment managers to implement new ideas and commercial concepts.
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Maintain strong relationships with third party providers to ensure seamless client experiences.
Health & Safety
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Ensure Health & Safety remains the resort’s highest operational priority across all experiences and events.
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Guarantee that all experiences, events, and operational processes meet required safety standards and compliance expectations.
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