Guest Relations Manager

Manager – Guest Relations

Location: Wonderla Amusement Park, Bengaluru

Experience: 8–10 Years

About Wonderla

Wonderla is one of India's leading amusement park and hospitality brands, operating world-class amusement parks, premium resorts under Terrea by Wonderla, and Isle by Wonderla. We are committed to delivering memorable guest experiences through innovation, safety, and exceptional service.

If you're passionate about creating exceptional customer experiences and leading high-performing teams, we'd love to hear from you.

Key Responsibilities

• Lead the Guest Relations team to deliver exceptional guest experiences.
• Manage guest feedback, escalated complaints, and special requests.
• Train, coach, and mentor Guest Relations executives.
• Drive service excellence and maintain high customer satisfaction.
• Collaborate with Operations, Maintenance, F&B, Security, and other departments to ensure seamless guest experiences.
• Conduct service quality audits and implement continuous improvement initiatives.
• Plan and execute guest engagement initiatives during events and peak seasons.
• Handle crisis situations professionally while ensuring guest satisfaction.
• Ensure adherence to Wonderla's service standards and operating procedures.

Requirements

• Bachelor's degree in Hospitality Management, Business Administration, or a related field (MBA preferred).
• 6–8 years of experience in a customer service leadership role, preferably in the hospitality, entertainment, aviation, retail, or leisure industry.
• Excellent communication, interpersonal, and leadership skills.
• Strong problem-solving, conflict resolution, and decision-making abilities.
• Excellent organizational and time management skills.
• Sound knowledge of customer service best practices and quality assurance processes.
• Passion for delivering exceptional guest experiences.
• Ability to thrive in a dynamic, fast-paced environment.
• Willingness to work rotational shifts, including weekends, public holidays, and evenings as required.