Team Leader

• To supervise, coordinate, direct, and monitor staff activities to ensure prompt, courteous, and accurate responses are provided to customers.

• To select and train assigned staff, ensuring equal employment opportunity in hiring and promoting.

• To monitor efficiency and quality efforts of personnel and provide training and coaching support.

• To ensure adherence to service and safety policies, procedures, and practices.

• To recommend and implement new or improved systems to enhance or expedite work.

• To create and maintain a positive, respectful work environment for staff.

• To develop or update job aids, SOP to clarify/simplify processing procedures.

• To instruct, direct, and evaluate employees, and to resolve work related problems.

• To maintain records, prepare reports, and compose correspondence related to the work.

• To act as duty manager in absence of Guest Service Manager.

• To ensure PDP is reviewed and collected.

• To ensure staffs level development is carried out as planned.

• To regularly liaise with cross functional departments to deliver guest services.

• To supervise the workload of the team, allocating team members to optimize service provision and administrative support across the hours of operation.

• To organize regular team meetings, and six-monthly appraisal and personal development meetings.

• To continuously improve guest service satisfaction by collecting guest service problems from front line staff and provide guest service prevention action.

• You are responsible for all aspects of Health, Safety & Security within their team, in line with the Group Policy (HS001). They must ensure that risk assessments have been carried out, that safe working procedures are in place for all work activities and that all employees in their teams are aware of the Group Health, Safety and Security Policy and their obligations under it. They must ensure that safe working practices are monitored, and that risk assessments and procedures are reviewed regularly. Where incidents do occur, they must ensure that they are investigated appropriately and that where necessary, corrective action is taken to ensure that such incidents are not repeated.

• To work with the Technical Manager, ensure that compliance and adherence to all health and safety regulations. Ensure that all operational staff are trained and have a full understanding of emergency procedures including the security and evacuation of the premises, the administration of first aid etc.

Perform the day-to-day processing of cash and non-monetary transactions to ensure that all related data and documents are monitored, up to date and accurate manner, including but not limited to:

• Managing all the cash sale transactions in the attraction.

• Balancing and reconciling the daily cash account at the end of each day.

• Verifying and checking the daily cash balances in the main vault.

• Support solving all their cash related queries.

• Verifying and checking for the price of admission and any discounts or offers against discount and promotional vouchers.

• Validation checks, monitoring and reporting and discrepancies (over and under) arising from day end cash count for each till.

• Receive payment by cash, check, credit cards, vouchers, or automatic debits.

• Issue receipts, refunds, credits, or change due to customers.

• Prepare and count money in cash drawers (Float) at the beginning of shifts ensuring amounts are correct and that there is adequate change.

• Ensure admission pricing is correct.

• Issue tax invoice for cash and transfer visitors.

• Weekly post tax invoices to Clients.

• Check the completeness and accuracy of the sales report from Accesso and Simphony.

• Issue admission bulk, discount coupon, free of charge (FOC) and complimentary tickets.

• Check and verify details of sales from Travel agent and online i.e., visitors number and pricing against related documents.

• Any other ad-hoc assignment in relation to cashier function