Guest Experience Representative

The main purpose of the Guest Experience Team Member is

• To ensure all guests visiting have a positive experience by acting as the front-line representative for our American Dream owned attraction, retail, and guest service areas.

Primary Responsibilities:

• Greeting all guests with a professional, welcoming, and friendly manner.
• Assist guests with the purchase of American Dream tickets, add-on products, gift cards, merchandise, and rental items (such as strollers, wheelchairs, lockers, etc.).
• Prepare, organize, and restock product for display and purchase throughout the day.
• Ensure retail storefronts are clean and presentable.
• Communicate inventory levels to the leadership team.
• Oversee safety and cleanliness of all areas and explaining safety instructions for The Rink.

• Ensuring proper skate, helmet rentals, and seal skate aids, are distributed, sanitized, processed, and collected at the end of use.
• Operate and perform driving conductor duties for the Geoffrey’s Express Train.
• Answer guest questions via phone, online inquiry, or review, in a prompt and courteous manner.
• Maintain knowledge of Loss Prevention procedures.
• Maintain knowledge of current sales, promotions, and discounts.
• Maintain the knowledge of Cash Handling Policy and Procedures when operating a POS system.
• Operate a computerized POS (point of sale) system in an efficient and timely manner.
• Operate and perform park command duties
• Listen to guest issues and direct the matter to appropriate staff for resolution.
• Direct and queue guests for entrance lines during peak times.
• Guide guests to exits or provide other instructions or assistance in case of emergency.
• Coordinate American Dream lost and found program.
• Training on First Aid, CPR, Emergency Protocols, and bodily fluid clean-up.
• Maintain the knowledge of American Dream and Guest Experience department policies and procedures.
• Provide support in other work areas/departments as needed.
• Perform other duties as assigned.

Desired Qualifications:

• Must be at least 16 years of age.
• Ability to multi-task in a fast paced, sometimes stressful environment.
• Strong verbal and written communication skills
• Previous cash handling experience preferred.
• Previous guest service experience preferred.
• Basic knowledge of computers is preferred.
• Basic math skills.
• Point of Sale experience preferred.
• Interpersonal skills -- working alone and with team.

• This position requires flexible availability Monday through Sunday, days, evenings, overnight and weekends.

Physical Job Requirements:

• Stand and move - frequently, 90% of time
• Perform repetitive motion - frequently, 90% of time
• Kneel and bend - occasionally, 30% of time
• Reach at or below shoulder level - frequently, 80% of time
• Reach at or above shoulder level - infrequently, 25% of time
• Stoop/Squat - infrequently, 10%
• Lifting/carry up to 10 pounds - occasionally, 30% of time
• Lift/Carry up to 30 lbs - infrequently, 20% of time
• Ability to lift up to 50 pounds - infrequently, 10%
• Handle larger items such as boxes or packages - infrequently, 10% of time
• Must be available holidays, days, evenings, and weekends

American Dream is an equal-opportunity employer and is committed to providing a workplace free from harassment or discrimination. All employment decisions are to be made without regard to race, color, age, gender, sexual orientation, religion, marital status, pregnancy, national origin/ancestry, citizenship, physical/mental disability, military status, or any other basis prohibited by law.