Part-Time Ambassador, Entertainment Operations

REQ14848 Part-Time Ambassador, Entertainment Operations (Open)

POSITION SUMMARY:

The Part-Time Ambassador, Entertainment Operations is responsible for the smooth operations within all Entertainment Attractions, ensuring that the overall guest experience is delivered, manage the crowd control, ticket selling and to keep check the condition of all Front of House areas ensuring that the highest service quality standards are met.

PRIMARY RESPONSIBILITIES:

• Greet guests promptly in a warm and friendly manner by smiling and establishing eye contact.
• Responsible for selling tickets while providing general information to guests and handling guests’ enquiries or handle guests’ comments/ issues.
• Receive payment by cash, check, credit cards, vouchers, casino points and room charge for tickets.
• Ensure the security of all cash and tickets and balance money at end of shift with supervisor.
• Issue receipts, refunds, credits, or change due to guests as appropriate.
• Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change.
• Establish or identify prices of goods, services or admission, and tabulate bills using calculators and cash registers.
• Generate daily ticket terminal sales reports and responsible for the balance of total cash and credit card sales receipts, following by the supervisor’s verification.
• Calculate total payments received during a time period, and reconcile this with total sales.
• Check or collect admission tickets and passes from guests at entertainment attractions or events.
• Examine tickets to verify authenticity.
• Guide guests to exits or provide other instructions or assistance in case of emergency.
• Provide assistance with guests' special needs, such as helping those with wheelchairs.
• Direct guests to restrooms, concessions and smoking lounges or any locations as deemed necessary.
• Refuse admittance to undesirable persons or persons without tickets or could not fulfil the requirements as stated on the Condition of Entry.
• Settle seating disputes and help solve any guests concerns.
• Assist guests in finding seats, lighting the way with flashlights if necessary.
• Search for lost articles or for parents of lost children.
• Maintain the queuing/crowd control when necessary.
• Keep all aisles clear so as to comply with the fire regulations.
• Ensure that the safety of guests and colleagues is the highest priority.
• Conduct pre-opening inspections of assigned locations and prepare for opening by sweeping queue lines, platforms, entrance and exit locations, emptying trash and etc.
• Ensure minimum required Personal Protective Equipment (PPE) as described in the Standard Operating Procedures (SOP) is present at the Attraction location and in good repair. Report any missing or damaged PPE to Attractions Supervisor.
• Clearly communicate instructions and safety announcements to guests and monitor the Attraction location to ensure guests are enjoying the attraction or activity safely.
• Operate Attractions exactly as trained by supervisor without deviating from the SOP.
• To be trained and certified to operate attractions and only operate the attractions that they have been trained and certified to operate by their trainer/supervisor.
• Consistently practice safe work habits including, but not limited to, the proper use of PPE, safe lifting and reporting unsafe situations to supervisor immediately
• Administers and coordinates emergency first aid as necessary.
• Provide hospitality services to the VIPs and special guests also ensure to provide a smooth journey for VIPs in every Attractions / Shows according to SOP.
• Screen all guests to ensure they meet the physical requirements of the attractions or activities, in accordance with the Condition of Entry
• Ensure adequate through-put of the attraction is met by working efficiently and allowing the appropriate number of guests onto the attraction as determined by the SOP.
• Responsible for evacuating the attraction and assisting guests through various evacuation methods including extreme heights, various types of platforms, stairs and ladders.
• Assist with the restocking of all office supplies.
• Ensure the proper usage and storage of operational supplies.
• Perform any other duties / activities work as assigned by the relevant department superior.
• Ensure that the applicable Policies and Standard Operating Procedures are adhered to.

KEY PERFORMANCE INDICATORS:

• Customer orientated
• Safety focused
• Mindful with cash handling

QUALIFICATIONS:

Experience

• Practical attractions and customer service experience are preferred

Education

• Secondary school certificate or equivalent professional training
• With appropriate attractions and customer service experience preferable

Skills / Competencies

• Pleasant personality with good customer services sense
• Good command in written and spoken Cantonese, English and Mandarin
• Courteous and presentable appearance
• Always dress and talk in a professional manner
• Maintain a very high standard of personal presentation at all times
• Be customer service oriented
• Work collaboratively and communicate with senior management team
• Work in a fast-paced, busy, and somewhat stressful environment
• Maintain physical stamina and proper mental attitude, and the ability to deal effectively with guests, management, colleagues and outside contacts while working under pressure and meeting deadlines