Key Responsibilities :

Guest Service Leadership: Lead a team of customer service representatives and front-line staff, setting high standards for guest service excellence. Inspire and motivate the team to consistently deliver exceptional service and create a positive atmosphere throughout the park.

• Team Management: Train and develop a team of customer service representatives, ensuring they have the necessary skills and knowledge to provide outstanding service. Set performance goals, provide ongoing feedback, and implement training programs as needed.

• Guest Relations: Handle escalated guest concerns, complaints, and special requests, ensuring they are resolved promptly and to the guest’s satisfaction.

• Operational Efficiency: Work closely with other departments and managers to streamline processes, enhance efficiency, and optimize the guest experience. Collaborate with teams such as operations, maintenance, and entertainment to ensure seamless coordination and delivery of exceptional service.

• Quality Assurance: Implement and monitor quality assurance programs to maintain consistent service standards, including regular audits, mystery shopping, and evaluation of guest feedback to identify areas for improvement and develop action plans.

• Communication and Collaboration: Foster open communication channels among different departments, facilitating effective information sharing and collaboration. Work closely with other managers and supervisors to ensure consistent service delivery and alignment with Wonderla brand standards.





• Guest Experience Enhancement: Contribute to the development and implementation of initiatives and strategies to enhance the overall guest experience, including planning and execution of special events, promotions, or new service offerings.

We are looking for you with

Master’s degree / Bachelor’s degree in hospitality management, business administration, or a related field.

- 10 to 15 years of experience in a customer service leadership role, with industry exposure in Hospitality (reputed hotels / resorts), QSR and Retail.
- Exceptional communication, interpersonal, and leadership skills.
- Strong problem-solving and conflict-resolution abilities.
- Excellent organizational and time management skills.
- Knowledge of customer service best practices and quality assurance processes.
- Working knowledge of customer service software, databases and tools; awareness of the latest industry technology trends.
- Ability to think strategically, analytical skills, and ownership of guest issues through to resolution. • Event-specific skills: briefing, MC.
- Crisis management capability.
- Skilled, well-groomed presentation.
- Language proficiency: English, Kannada and Hindi (mandatory); Tamil, Malayalam and Telugu will be an added advantage.
- Flexibility to work in a dynamic, fast-paced setting, including weekends, holidays, and evenings as needed.

If this opportunity aligns with your experience and career aspirations, kindly share your updated CV at [email protected].

Thanks

📌 Customer Service Operations Manager (Bengaluru)
🏢 Staffington Consulting
📍 Bengaluru