Guest Experience Lead

5 days ago


Singapore DREAMUS EDUTAINMENT PTE. LTD. Full time

DreamUs Group was created with a vision to bring serious happiness to children and families. We believe in the magical power of play to unleash creativity, build confidence and bring people together.

We take pride in offering high-quality, themed indoor activity centers designed to bring lasting memories among loved ones. Our indoor playgrounds are each unique in their own way suitable for the young and the young at heart.

As a leading provider of experience-based play facilities in Singapore, we provide unique interactive play experiences through:

- SuperPark in Suntec City Mall
- Pororo Park Singapore in Marina Square
- Tayo Station in Downtown East
- Petite Tayo KidsClub in Kallang Wave Mall

**Job Responsibilities:
- Ensure all enquiries for all 3 indoor playparks are attended
- Resolve all complaints and escalate cases in a professional manner
- Build and maintain strong relationship with all parks manager
- Coordinate and manage communication with all internal staff
- Manage the guest experience team to ensure compliance of all standards and operating
- procedures
- Train and manage Guest Experience team members
- Implement procedures to improve GE efficiency
- Plan Guest Experience schedule and manage team requests
- Examine daily duties and assigned tasks
- Ensure the team comply with PDPA for all channels
- Handle refund and cancellation request
- Manage refund gift card in ticketing system
- Conduct Bi-Weekly meeting with Ops/Marketing team
- Appraise team’s performance monthly basis
- Responsible for all parties in all 3 indoor playparks
- Promote the party through various channels
- Create reports to report to the management
- Coordinate with internal staff, managers, and vendors to establish needs for party
- Establish standard procedures and train staff to execute them
- Manage the team to send out necessary contracts, confirmations, and other information in a timely manner
- Prepare files for each birthday for day of event including notes, invoices, food orders and guest lists
- Provide data & insight to Marketing team bi-weekly basis
- Identifies potential new sources to increase parties' revenue

**Requirements**:

- Computer literate
- Have an outgoing personality
- Possesses strong sense of responsibility
- Outstanding communication abilities
- Working experience in hospitality is a plus
- Customer-oriented and professional attitude
- Have an excellent organizational and time-management skills
- Possesses leadership skills along with the ability to motivate team into high performance
- Able to work flexible hours
- At least 3 years relevant working experience



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