Guest Experience Team Member

Description

Job Title:Guest ServicesDepartment:Guest ExperienceReports To:Guest Experience ManagerStatus: SeasonalAge:18 years or older
SUMMARY

The primary purpose of Guest Services is to assist our guests with navigation of the park and answering their questions to enhance their Knoebels' experience. This is a seasonal position, reporting to the Guest Experience Manager.

Park's operational summer hours are typically Sunday through Tuesday 12pm to 8pm and Wednesday through Saturday 12pm to 9pm. This position requires hours on evenings, weekends, and pre- or post- operational hours.


RESPONSIBILITIES

• Learn to Sell ride tickets and passes
• Accurately ring up sales, receive correct money and give correct change, learn and apply cash handling procedures, be responsible for cash accuracy in register
• Maintain stock of wristbands and tickets
• Learn to use the Point of Sale (POS) system, including refunds, gift card sales, exchanges, upgrades, etc.
• Perform official height measurements
• Execute all policies and discounts pertaining to Military Programs, accessibility program, lost persons wristbands, Give Kids the World, etc.
• Be knowledgeable of Sensory Room/quiet areas for guests
• Assist the special events team as needed
• Assist in any capacity as requested by Public Relations Director and Guest Relations/Services Managers, who provide oversight of customer service functions
• Treat guests in the Nursing Mothers area with kindness and respect
• Receive, record, store and return lost & found items; provide consistent, friendly service and attentiveness to guests who have lost items; exhibit integrity and honesty while dealing with found property, understanding that found property does not belong to you at any point in the process
• Verify legitimate owners of found property and return found items to the correct owner, including mailing items to those who have left the park
• Assist guests in-park, via phone and via Chatbot, with the goal of answering as many inquiries as possible in real time.
• Assist Park guests by mailing literature, providing local lodging information and providing information on other attractions in the region.
• Maintain detailed, descriptive reports on guest contact and incidents for future reference; provide this information to park management as needed
• Acknowledge guest concerns and provide an understanding environment until a supervisor/manager arrives to resolve guest concerns.
• Explain and assist in enforcing all park policies
• Be knowledgeable of park background and trivia information

• Candidates will be cross trained in the three main areas of Guest Services: Admissions, Lost and Found, and Guest Services/Relations.

KEY COMPETENCIES

• Candidate should possess strong communication skills, high degree of integrity, positive attitude, attention to detail and the ability to solve problems
• Candidate with prior customer service experience preferred
• Candidate must have a current valid driver's license
• Candidate should have the ability to build strong relationships with guests, provide a high level of guest service, and be an effective member of a team
• Excellent organizational skills with attention to detail and accuracy
• Strong customer service skills, both internal and external
• Maintain a positive attitude
• Exceptional communication skills while relating to people in a friendly, professional manner; skilled in professional and friendly phone and radio etiquette
• Self-motivated; acts without needing directions
• Perform cleaning duties as needed to maintain a clean, safe work environment

This job description describes the general nature of the duties and requirements of this job. It is not intended to be an exhaustive list or limit the supervisor's ability to modify work assignments as appropriate.