Park Operations Guest Correspondence Ambassdor

Guest Correspondence Ambassador

At SeaWorld, we're passionate about caring for animals. In fact, we've already rescued over 40,000 animals (and counting!). And we can save you from being stuck in just another job. Join us and help bring joy, excitement, and lasting memories to people from around the world. We're seeking enthusiastic, dedicated, and hard-working individuals in a wide variety of roles. Join us and play an important part on our incredible team!

What You'll Do

• Deliver exceptional guest service by responding to guest inquiries, feedback, and concerns through email, phone, written correspondence, social media, and in-person interactions.
• Assist the Guest Correspondence Supervisor with daily operations, departmental initiatives, special projects, and continuous process improvements.
• Monitor and manage park social media platforms by responding to guest questions, providing accurate information, and escalating concerns when appropriate.
• Serve as a positive brand ambassador by engaging with guests online in a professional, timely, and guest-focused manner that reflects SeaWorld's service standards.
• Proactively identify opportunities to improve the guest experience by resolving concerns, recovering guest satisfaction, and encouraging positive online engagement and reviews.
• Coordinate with Park Operations and other departments to gather information, resolve guest issues, and communicate operational updates affecting the guest experience.
• Maintain and update ride wait times, attraction status, entertainment schedules, and other guest-facing information within the SeaWorld mobile app and digital platforms.
• Support website, mobile app, and digital content updates by ensuring information is accurate, current, and guest-friendly.
• Monitor park operations, weather conditions, attraction closures, and other operational impacts, communicating updates to internal departments while maintaining accurate logs and documentation.
• Maintain accurate records of guest interactions, correspondence, recovery efforts, and operational reports, providing data and trend analysis to leadership.
• Assist in identifying guest experience trends and recommend opportunities for operational improvements based on guest feedback and correspondence.
• Collaborate with Marketing, Park Operations, Information Technology, Entertainment, Culinary, Merchandise, and other departments to ensure consistent communication and a seamless guest experience.
• Maintain confidentiality of guest information while adhering to company policies, procedures, and service standards.
• Work a flexible schedule, including weekends, holidays, evenings, and special events such as Summer Spectacular, Christmas Celebration, Howl-O-Scream, and other seasonal operating periods.
• Perform other duties as assigned to support park operations and enhance the overall guest experience.

What it takes to succeed:

• Be at least 18 years old
• Have a High School diploma or GED
• Have 6 months of park experience (Internal only)
• Have excellent negotiating and communication skills (written and oral) with an ability to adapt communication style to a number of different audiences
• Be proficient in Microsoft Office applications
• Have strong guest relations skills
• Have a professional demeanor
• Have strong technical aptitude including understanding or ability to learn multiple content management systems and digital suites
• Ability to use analytical skills to troubleshoot issues with guest pass member account(s), mobile app issues, and website issues.
• Enthusiastic, confident performer and team player with the ability and passion to work in a demanding and fast paced environment
• Ability to manage and prioritize diverse projects
• Valid Driver's License and ability to meet company driving guidelines, preferred
• Be willing to transfer to other Operations positions in event of CDC recommendations

Availability:

• May be scheduled up to 29 hours per week.
• Must have a flexible schedule including weekends, evenings, and holidays
• Hours may vary based on department need
• Must have 3 days of open availability to include at least 1 weekend day.

What else is important:

• Be able to lift, carry, push and pull up to 50 pounds occasionally
• Be able to sit for long periods of time
• Perform tasks that require occasional; bending from waist to floor, kneeling and squatting, and reaching overhead
• Position will perform frequent simple hand grasping and fine manipulation (use of keyboard/writing) work
• Be able to work indoors and outdoors, in varying weather, to include extreme heat. Considerable walking and transitioning between indoor and outdoor environments is required

EEO Employer: SEA WORLD PARKS & ENTERTAINMENT IS AN EQUAL OPPORTUNITY EMPLOYER. ALL APPLICANTS WILL BE CONSIDERED WITHOUT REGARD TO AGE, RACE, COLOR, RELIGION, SEX, NATIONAL ORIGIN, SEXUAL ORIENTATION, PREGNANCY, GENDER IDENTITY OR EXPRESSION, DISABILITY, OR COVERED VETERAN STATUS.

The perks of the position: Ambassadors will enjoy a fun, fast-paced environment, and great teammates, as well as:

• FREE park admission
• Discounts on park admission tickets and passes for family and friends
• Park discounts on food, merchandise, etc.
• Scholarship opportunities
• Exclusive employee events and giveaways