Play Arena

Kasavanahalli, Bangalore

Role and ResponsibilitiesCommunicationResponsible for handling all customer enquiries over telephone and email.Ensure all enquiries are responded to on the same working day.Customer ServiceProvide information in a calm and patient manner.Capture the requirements and avoid confusion on the booking calendar.Reduce the number of missed calls. (No Missed Calls Should be there in the EOD)Conversion RatioRatio of enquiries received and confirmed bookings.Upsell wherever possible. Provide alternatives to customers.Able to negotiate and close the deal.Database (Kylas CRM)Responsible for maintaining a database of all such enquiries.Keep track of regular bookings. Maintain a database of all regulars for the various activities.Track and update the birthday booking calendar. Ensure a separate database is maintained.Coordination - EventsEnsure that all the stakeholders or other departments are informed and so that their contribution is on time for all the events. Avoid any communication gaps/complaints.Qualifications and Education RequirementsExcellent communication skills with a super positive attitude.Preferred Skills Interpersonal skills Customer orientation Teamwork Communication skills Maintain quality Takes Initiative Attention to details

As the Guest Service Manager & Head of Department at PLaY Arena, you will play a crucial role in ensuring exceptional guest experiences and efficient operations. Your responsibilities will include: 1. Guest Services Leadership: Overseeing all aspects of guest services, including admissions, ticketing, inquiries, and customer relations. Leading a team of guest service staff to provide outstanding hospitality and assistance to visitors. Developing and implementing guest service standards and procedures to enhance guest satisfaction. 2. Feedback Monitoring: Monitoring feedback from both online platforms (e.g., review sites, social media) and offline sources (e.g., comment cards, surveys). Analyzing feedback data to identify trends, areas for improvement, and opportunities to enhance the guest experience. Implementing strategies to address guest concerns and continuously improve service quality. 3. Corporate & Birthday Bookings: Managing corporate event bookings, including meetings, team-building activities, and corporate retreats. Facilitating birthday party bookings, ensuring seamless planning and execution of celebrations for guests of all ages. Collaborating with the sales and marketing team to promote and market corporate and birthday booking packages. 2 P a g e4. Operations Coordination: Coordinating with various departments (e.g., Sales, Activities, Maintenance, Food & beverage, Events etc) to ensure smooth execution of events and bookings. Overseeing event logistics, including setup, staffing, equipment rentals, and Food arrangements. Conducting regular inspections of facilities and Activity equipment to maintain safety standards and optimal guest experiences. 5. Staff Training & Development: Providing training and guidance to guest service staff on service standards, communication skills, and conflict resolution. Conducting performance evaluations and implementing development plans to enhance team.

Role and Responsibilities: Operationso Responsible for day to day operations activities such as Go karting, Bowling Alley, Laser Tag,Paintball, Climbing,Trampoline Park, Air Rifle shooting, Archery, ATV, etco Ensure all activities are available at the allotted time and are at 100% operational capacityo Ability to multi-task, and change priorities constantly as needed in a fast-paced environment.o Conduct day briefing for activity supervisors to ensure smooth operations for the days events.o Responsible to prepare weekly and monthly maintenance roaster for activity. o Oversee the service provided in each activity as per our company standards.o Responsible for meeting full operating capacity of activities and Resolving customers issues with non-availability of slotso Recommend improvements to operational flows and reassigns staff as necessary o Perform other tasks as assigned Reportso Responsible for updating day to day sales of each activity.o Responsible for meeting sales target.o Responsible for creating and maintaining daily Reports. o Responsible for updating inventory reports and consumables usage reports.o Responsible for overseeing slots allocation reports and need to take necessary action for betterment of slots reservations. o Oversee consumables utilization to ensure optimal usage and prevent wastageo Ensure equipment is maintained properly to avoid down time and repairs.o Ensure inventory of consumables and spares are at an optimal level for every activity. Customer Service/ Customer flowo Customer experience is standardized through efficient process flows at all activities.o Performs daily walkthrough for cleanliness in Activity zone and to take action if required.o Customer feedback is recorded and to take necessary action against the feedback. o Ensure all customer touch points are as per standards expected at all times.o Ensuring that the customer have a positive and memorable experience every time they visit.