• Exceed guest expectations through ensuring departmental team deliver to agreed service standards.• Plan and implement strategies to achieve continual improvement in guest and employee satisfaction • Supporting the Management Team in organising and implementation of the training ofthe front-line team to required standards within time frames set• Working alongside key operational stakeholders of the theme park to ensure all standards and KPI’s aremet• Show a well-developed sensitivity to customer needs by continually monitoring employee and guest interaction and acting on departmental results.• Actively demonstrate the company values to all colleagues.• Deliver regular meetings with direct team members and attend all required meetings with the middle/senior management team to ensure effective communication within the department• Establish and maintain effective lines of communication throughout the department by providing operational presence• Monitor key indicators (Sick leaves, absenteeism etc.) daily operation updates to be communicated with the Management Team• Motivate, manage and develop the team in line with company standards and values• Promote a fun, engaging and productive work environment• Apply positive performance management effectively throughout the team and minimize the challenges to the team

• Managed team of employees, overseeing hiring, training, and professional growth of employees & Creating training for new staff and refresher training for old staff about tours, events, customer services, and company policies and procedures.• Provided key support to the Park Operations departments such as: Recording Attractions TECH/OPS timings, Downtime & communicate to relevant department• Prepared and forwarded on daily basis, documents, reports and schedules to Business Intelligence, Finance, and Marketing department as at when due, to ensure smooth operations.• Exhibited high level of coordination and planning skills to actively manage and maximize the regular flow of information within the business premises• Utilized the CRM database (VGS), and the parks ticketing system to research and provide guest park admissions report and other related information for management decision making• Computed Hourly Guest Entrance, Hourly Attraction counts at the park.• Ensured that all feedback and reports are inputted into the system and followed up correctly with theconcerned departments.• Consistently provided exceptional back of house support service to members of operations staff, whilealso helping in resolving operational related issues and down-times• Collaborated with the Facility Management, Tech Services team, and IT to ensure downtime, facilities,show quality, CCTV, Parks Statistical data and other related issues are recorded.

• Welcomed and acknowledged guests with smiles, eye contact and friendly verbal greeting using guest's name, boosting overall guest satisfaction scores by 10%.• Advised customers on purchases based on their personal needs, current promotions and other sales- based considerations while helping and answering relevant questions to build rapport and retention.• Maintained highly detailed product knowledge and familiarity with forthcoming product releases. • Utilized POS system to handle customer cash and credit cardtransactions.• Reconciled cash drawer at start and end of each shift, accounting for errors and resolvingdiscrepancies.• Consistently met and exceeded sales targets and objectives by actively promoting park productsfeatures and benefits..• Remedied customer issues quickly and effectively through activelistening, conflict resolution anddynamic communication skills.• Coordinated the team in general upkeep during business hours and after closing, includingmaintaining cleanliness, organizing workstations, and restocking.

100% Customer Service function as a front desk processor.