Guest Services Representative

Job Description

Job Description

Description:

Location: Remote
Assigned Location: FUNBOX National City
Position Type: Part-Time
Pay Rate: $16.90 per hour
Scheduled Hours: 28 hours per week
Reports To: National City General Manager

Position Overview

• The Remote Guest Services & Sales Representative supports FUNBOX National City by answering incoming phone calls, assisting guests with reservations, following up on missed calls and party inquiries, and converting qualified leads into completed birthday party bookings.
• This position serves as an extension of the National City team. The representative ensures guests receive fast, friendly, and accurate support while allowing the on-site leadership team to remain focused on park operations and the in-person guest experience.
• This is both a customer service and sales position . The successful candidate will be expected to provide excellent guest support while consistently helping the location generate additional birthday party revenue.

Required Work Schedule

Applicants must be consistently available for the full schedule below:

Schedule:

• Monday: 12:00 PM–8:00 PM
• Tuesday/Wednesday: Off
• Thursday: 12:00 PM–8:00 PM
• Friday: 11:00 AM–5:00 PM
• Saturday: 11:00 AM–5:00 PM
• Sunday: Off

Total scheduled hours: 28 per week

The team member must be logged in, prepared, and available to answer calls at the beginning of each scheduled shift.

Requirements:Phone and Guest Support

• Answer incoming phone calls for FUNBOX National City promptly and professionally.
• Return missed calls and voicemails in a timely manner.
• Provide accurate information about:
  • General admission tickets
  • Birthday parties
  • Pricing and available add-ons
  • Park hours
  • Current promotions
  • Waivers
  • Grippy sock requirements
  • Park rules and policies
• Assist guests with questions before and after their visit.
• Handle guest concerns with patience, empathy, and professionalism.
• Escalate concerns requiring management approval to the appropriate leader.
• Maintain an upbeat, friendly, and energetic phone presence that represents the FUNBOX brand.

Reservations and Sales

• Assist guests with booking general admission tickets and birthday parties.
• Explain party packages, pricing, upgrades, and available promotions.
• Help guests select the party option that best meets their needs.
• Convert inbound party inquiries into confirmed bookings.
• Follow up with qualified guests who previously requested party information.
• Contact warm leads, incomplete inquiries, and guests who requested a callback.
• Encourage guests to complete their reservation without using high-pressure sales tactics.
• Accurately enter all booking details and guest information.
• Work toward generating an average of 3–5 additional birthday party bookings per week through phone conversations and follow-up activity.

Reservation Management

• Modify, reschedule, or cancel reservations according to company policy.
• Confirm reservation details with guests before finalizing changes.
• Document refunds, credits, special requests, and escalated concerns.
• Ensure all reservation changes are accurately reflected in the booking system.
• Communicate important booking updates to the National City management and party teams.

Administrative Support

• Review and clear the missed-call and voicemail queue throughout each shift.
• Respond to assigned guest emails and online inquiries.
• Document guest interactions and follow-up needs.
• Maintain an organized list of open party leads.
• Complete assigned follow-up tasks before the end of each shift.
• Provide clear handoff notes for unresolved concerns or pending bookings.
• Stay updated on National City pricing, operating hours, promotions, events, and policies.

Performance in this position will be measured using the following standards:

• Generate an average of 3–5 additional birthday party bookings per week through inbound calls and follow-up efforts.
• Maintain a phone answer rate of 90% or higher during scheduled coverage.
• Maintain a missed-call rate below 10% .
• Return voicemails during the same business day whenever possible.
• Consistently follow up with qualified party leads.
• Maintain accurate guest and reservation information.
• Complete assigned lead and guest follow-up before the end of each shift.
• Provide professional, friendly, and accurate service during every guest interaction.
• Maintain dependable attendance, punctuality, and schedule adherence.
• Meet established call-quality and guest-service standards.

Performance will be reviewed regularly. Coaching, additional training, and accountability may be provided when expectations are not consistently met.

The ideal applicant will have:

• Excellent verbal communication skills.
• A friendly, confident, and professional phone presence.
• Strong listening and problem-solving skills.
• Comfort discussing pricing and asking guests to complete a booking.
• The ability to provide sales support without sounding overly aggressive or scripted.
• Strong computer and typing skills.
• The ability to speak with guests while navigating multiple computer systems.
• Strong organization and attention to detail.
• The ability to work independently with limited direct supervision.
• Dependable attendance and punctuality.
• The ability to remain calm while assisting frustrated or confused guests.
• Bilingual in English and Spanish is preferred.

Preferred Experience

Previous experience in one or more of the following areas is preferred:

• Customer service
• Phone-based sales
• Call center support
• Reservations
• Hospitality
• Retail
• Birthday party or event sales
• Family entertainment or amusement venues

Applicants must have:

• Reliable high-speed internet.
• A quiet, distraction-free workspace.
• A reliable computer or company-approved workstation.
• A headset with a working microphone.
• The ability to maintain professional phone conversations without background noise.
• The ability to protect confidential guest, payment, and company information.
• A backup plan for temporary internet or equipment issues when reasonably possible.