About the job Guest Services Manager
OVERVIEW AND PURPOSE OF YOUR ROLE
You will play a central role in creating a welcoming, safe, efficient and memorable experience for every guest, while ensuring service standards, operational processes and business targets are consistently achieved.
Leading from the front, you will inspire and support the Guest Services team to deliver outstanding service across all customer touchpoints, working collaboratively across departments to ensure a seamless experience aligned with mission and values.
ROLE RESPONSIBILITIES
1
Customer Experience & Service Standards
· Lead and role model exceptional customer service across all interactions · Create a customer-centric culture that is friendly, knowledgeable and solutions-focused · Handle guest enquiries, concerns and complaints with professionalism and empathy · De-escalate issues effectively while protecting both guest experience and business interests · Ensure a consistent, high-quality guest journey across all touchpoints (digital and on-site) · Promote and uphold Bahrain Surf Park's Vision and Values · Ensure guests receive accurate and timely information before, during and after visits
2
Operations & Site Presence
· Oversee daily guest services operations across all service points · Carry out duty management shifts and provide visible leadership on site
· Plan and allocate team workload effectively · Respond to changing operational needs and redeploy resources as required · Maintain strong knowledge of site operations, including emergency procedures · Conduct site walks to ensure high standards of cleanliness and presentation · Support cash handling and till procedures
3
Guest Journey Management
· Oversee the full guest journey from booking to post-visit follow-up · Ensure smooth booking, check-in and waiver processes · Maintain consistency in guest communication and service delivery · Work closely with other departments to deliver a seamless experience · Monitor feedback and implement improvements · Review audits, inspections and guest satisfaction data
4
Systems, Reporting & Continuous Improvement
· Act as a super user for guest service systems (e.g. Wavescapes, Vivaticket) · Monitor KPIs, service metrics and operational performance · Produce reports and implement improvements based on data insights · Maintain internal knowledge bases and communication tools · Identify opportunities for innovation, efficiency and cost savings
5
People Leadership
· Lead, motivate and support the Guest Services team · Create a positive, inclusive and engaging team environment · Provide coaching, feedback and development opportunities · Manage performance and conduct issues constructively · Recognize success and maintain high standards · Ensure clear and consistent communication across the team
6
Team Administration & Resourcing
· Manage scheduling, timesheets and payroll support · Oversee holiday and absence processes · Support recruitment, onboarding and training · Ensure staffing levels meet operational needs
7
Health, Safety & Compliance
· Maintain strong knowledge of health and safety procedures · Ensure compliance with operational and safety standards · Support audits and inspections · Promote a safe environment for guests and team members
Qualifications
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Relevant qualification in hospitality, tourism, business or related field (preferred but not essential)
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Fluet Arabic and English speaker (other languages preferred but not essential)
Experience
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Proven experience in a customer service, guest experience or hospitality leadership role
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Experience managing teams in a fast-paced environment
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Experience working with KPIs, service targets and operational reporting
Professional Skills&Attributes
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Strong leadership and team development skills
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Excellent customer service and problem-solving abilities
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Strong organisational and time-management skills
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Commercial awareness and data-driven decision-making
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Excellent communication skills (Both English and Arabic speaking required)
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Strong attention to detail
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Ability to remain calm and effective under pressure
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Systems and operational platform proficiency
Personal Qualities
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Positive, proactive and hands-on approach
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Passion for delivering memorable guest experiences
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Inclusive and people-focused mindset
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Resilient, adaptable and solution-oriented
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Strong sense of ownership and accountability
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Interest in wellbeing, outdoors and active lifestyle
Benefits and Perks
Attractive remuneration package with opportunity to grow
An amazing unique work environment a few meters from the beach
Work alongside a dynamic, qualified and multicultural team
Opportunity to use facilities and surf regularly in state-of-the-art Wavegarden Wavepool
Share the stoke & health benefits of surfing with an island nation new to the sport
Join a new exciting growing industry
Medical insurance, holiday allowance (as per Bahraini Law)
Staff discounts
Performance bonus
HOW YOU DO IT:
Our Team Culture depends on all our team pulling together, and competencies and behaviours matter. Through our performance appraisal process, the Senior Management Team at Bahrain Surf Park is committed to supporting you to behave and perform according to our values.
Waves for All: We are inclusive in everything we do. We nurture everyone from the complete novice to expert surfer and all in between. We do this with equal respect for everyone, and without judgement. We champion diversity. We have integrity and are genuine. We do what we say we will do and do it in a way that aligns with our values – every minute of every day. We deliver 'Waves for all' through positive interactions with our guests and strive to get it right first time.
Bringing the Aloha Spirit to Bahrain:
We love and respect Hawaii - the birthplace of surfing - and we embrace their Aloha Spirit in everything we do. Our positive work environment and culture embodies at its core a unique, nurturing and compassionate essence which promotes kindness, understanding & harmony among people, regardless of their background or beliefs.
Vitality:
We support each other because everyone matters. People are our business, define who we are and what we are. We care. We work collaboratively as one team, sharing ideas, knowledge and insight to achieve our common purpose. We have the knowledge, skills, enthusiasm and passion to make a difference to everyone around us. We do things 'The BSP Way'. We recruit with Attitude in Mind. Our people-centric culture drives everything we do, and underpins the way our guests feel about us, resulting in our ultimate business success.
We Strive for Excellence:
We do everything to the best of our ability and never accept second best. Our first priority is SAFETY. We are resourceful and create the best possible experience for our guests and our BSP team. We look for new ways of doing things, embrace change and overcome difficulties through Teamwork and open and honest communication.
Creating Smiles:
Everything we do and how we do it is about creating safe and memorable experiences for our guests. We are a SMILE FACTORY! . Our passion is to ensure everyone who visits us has THE BEST experience and shares the joy with their friends and family, and wants to return again and again and again..