Job Summary:
The Front Desk Head is responsible for overseeing all front desk and guest reception operations at the Arena. This role ensures exceptional guest experiences by managing ticketing, guest services, admissions, customer inquiries, and the front desk team. The Front Desk Head maintains high standards of customer service, resolves guest concerns efficiently, and coordinates with various departments to ensure smooth daily operations.
Key Responsibilities:
Leadership & Strategic Management:
- Lead and manage all front desk operations to ensure exceptional guest service and operational excellence.
- Develop and implement front office policies, standard operating procedures (SOPs), and service standards.
- Set departmental goals, monitor performance, and drive continuous improvement initiatives.
- Collaborate with senior management to support the organization’s business objectives and guest experience strategy.
Operational Excellence:
- Ensure seamless guest admissions, ticketing and information desk operations.
- Monitor guest traffic patterns and implement crowd management strategies during weekends, holidays, and special events.
- Oversee opening and closing procedures for all front desk and ticketing operations.
- Ensure compliance with safety, security, and emergency response protocols.
Team Management:
- Recruit, train, supervise, and motivate front desk staff.
- Prepare employee schedules and manage shift allocations.
- Conduct performance evaluations and provide ongoing coaching.
- Ensure staff maintain professional appearance and excellent customer service standards.
Guest Experience & Service Quality:
- Develop initiatives to enhance guest satisfaction and loyalty.
- Analyze guest feedback and implement corrective and preventive actions.
- Resolve escalated guest concerns and ensure timely service recovery
- Prepare and present daily, weekly, and monthly operational and performance reports.
- Use operational data to identify trends, forecast staffing needs, and improve service delivery.
- Maintain accurate records of incidents, complaints and VIP visits.
- Monitor inventory of tickets, wristbands, stationery, brochures, and front desk supplies.
Cross-Department Coordination:
- Inter – department coordination required for smooth operations.
- Support the planning and execution of promotional campaigns, seasonal events, and festivals
- Participate in management meetings and provide operational updates and recommendations.
Compliance & Risk Management:
- Ensure compliance with company policies, statutory requirements, and health and safety regulations.
- Conduct regular audits of front desk operations, ticketing processes, and cash management.
- Maintain confidentiality of guest information and company records. Ensure adherence to data privacy and information security standards.
Business Development:
- Support initiatives to increase memberships, annual passes, and guest retention.
- Recommend new guest services and process improvements to enhance the overall visitor experience.
- Motivate the team through incentive programs and recognition initiatives to achieve upselling and revenue goals.
- Ensure all upselling activities are conducted ethically, transparently, and in line with the park's guest service standards.
- Gather guest feedback on products and services to identify opportunities for new revenue streams and enhance the overall guest experience.
Qualifications:
- Bachelor's degree in Hospitality Management, Business Administration, Tourism, or a related field.
- 10 – 15 years of experience in front office, guest services, hospitality, retail, entertainment, or theme park operations.
- Minimum 5–8 years of supervisory or managerial experience preferred.
Required Skills:
- Strong leadership and people management skills.
- Excellent verbal and written communication.
- Outstanding customer service and guest relations skills.
- Ability to manage high guest volumes in a fast-paced environment.
- Strong problem-solving and conflict-resolution abilities.
- Proficiency in POS systems, ticketing software, and Microsoft Office.
- Strong organizational, multitasking, and time management skills.
- Attention to detail and accuracy in cash handling and reporting.
Key Competencies:
- Guest-centric mindset
- Leadership and team development
- Decision-making under pressure
- Conflict resolution
- Operational planning and execution
- Adaptability and flexibility
- Professionalism and integrity
Working Conditions:
- Full-time position with rotational shifts, including weekends, public holidays, evenings, and peak seasons.
- Requires prolonged standing, walking, and active interaction with guests.
- Must be comfortable working in a high-energy entertainment environment and outdoors when required.
Key Performance Indicators (KPIs):
- Guest satisfaction and feedback scores.
- Average guest waiting time at admissions and guest service counters.
- Front desk operational efficiency.
- Accuracy of ticketing and cash reconciliation.
- Resolution time for guest complaints.
- Team productivity and attendance.
- Compliance with operational, safety, and customer service standards.
- Achievement of membership and ticket sales targets (where applicable).
Reporting To:
General Manager / Asst. General Manager / Chief General Manager
Direct Reports:
- Front Desk Manager
- Asst Managers
- Executives ( Guest Relations & Cashiers)
Important Note:
Interested Candidates will reach send your resumes to 8431911704 and [email protected]
Pay: ₹60,000.00 - ₹90,000.00 per month
Benefits:
- Cell phone reimbursement
- Health insurance
- Life insurance
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
