What are the responsibilities and job description for the Lake Compounce - Seasonal Guest Experience Agent position at Palace Entertainment?
Palace Entertainment is a leading leisure park operator in the United States and Australia overseeing more than 25 entertainment venues, hotels and educational venues across 11 different states.
Palace Entertainment owns and operates some of the country’s largest and most prestigious venues including: National Historic Landmark, Kennywood Park, America’s Oldest Amusement Park, Lake Compounce, the world’s first ever Cartoon Network Hotel, Best Family Theme Park Dutch Wonderland and a variety of other family-friendly parks and campgrounds throughout the United States.
Palace Entertainment is a subsidiary of Parques Reunidos, one of the leading global operators, with more than 60 different assets (theme parks, zoos and marine parks, water parks and other attractions), spread out over various countries across Europe, North America, the Middle East and Australia.
Guest Experience Agents are responsible for handling transactions at main gate, turnstiles, Guest Relations, parking booths, or our Guest Experience Center.
We are currently looking for a:
Lake Compounce - Seasonal Guest Experience Agent
Roles & Responsibilities:
The Guest Experience Department is responsible for delivering amazing customer service and maintaining exceptional first impressions for both prospective and existing guests.
Guest Experience Agents are responsible for handling transactions at main gate, turnstiles, Guest Relations, parking booths, or our Guest Experience Center.
Roles & Responsibilities:
Parking Booths:
- Accurately complete all POS financial transactions for paid parking lots
- Courteously assist guests with questions and complaints
- Direct emergency services such as fire and police in the event of an emergency
- Assist with special parking details in emergency situations or for special events
- Assist other Guest Experience departments as needed
- All other duties assigned by leadership
Ticket & Pass Processing:
- Provide exceptional guest service by greeting guests and being knowledgeable on various ticket promotions both online and at the gate
- Communicate with guests and answer questions regarding park passes, policies, and guest services
- Accurately sell parking passes, admission tickets, and season passes
- Operate all POS equipment accurately to finalize all purchases
- Conduct transactions while ensuring all PCI procedures are being followed – including credit and refund transactions, loss prevention
- Process season passes and reissue cards as needed
- Activate annual and season passes through point of sales-based programs and equipment
- Validate online tickets or coupons before allowing guest to enter
- All other duties assigned by leadership
Turnstiles:
- Scan all passes and tickets to ensure accurate attendance and valid guest entry
- Issues any additional materials, promotions, or souvenirs to each pass holder as they enter
- Monitor all guests exiting and re-entering the park
- Monitor all park communication including incoming calls and radio traffic
- Maintain a clean work Main Gate operation (wiping down counters, vacuuming, sweeping, picking up trash, etc.) to maintain a great first impression for incoming guests
- Ensure that park rental items do not leave the park (e.g. strollers, wheelchairs, and ECV.)
- Maintain compliance with company and industry best practices, policies, and procedures to create a safe environment for colleagues and guests.
- Assist in other departments as needed
- Perform any additional duties instructed by Guest Experience leadership
- All other duties assigned by leadership
Guest Relations:
- Delight all guests by providing exceptional customer service by promptly and professionally addressing their questions and concerns
- Serve as primary point of contact for all general park questions, complaints, and inquiries
- Connect with guests using a variety of communication methods, including email correspondence, phone calls, and in-person follow ups
- Direct and transfer department specific questions or requests to the appropriate manager
- Respond to guest needs appropriately and provides accommodations as necessary
- Actively listens to radio and relays relevant information clearly to all departments
- Manage and secure all guest and employee “lost-&-found” items.
- All other duties assigned by leadership
Education & Experience:
- No education requirements for this role
- No previous work experience needed
Language: Ability to read, write, and speak fluent English; Spanish or other bilingual language skills are a plus.
Requirements:
- Must be at least 16 years of age to comply with Connecticut Child Labor Laws
- Ability to work flexible schedule, including evenings, weekends, and holidays
- Must have reliable transportation to and from your scheduled shift
- Ability to comply with all uniform policies
- Must possess exceptional customer service skills, with an ability to resolve questions, problems, issues, and concerns in a positive and professional manner
- Ability to speak with guests directly while maintaining a high degree of professionalism
- Ability to follow direction, multi-task, and work as part of a team as well as independently
Physical Requirements:
- Ability to stand, walk, and remain on feet for majority of the workday
- Ability to occasionally stoop, twist, kneel, bend, squat, or reach above shoulders
- Ability to remain sedentary for periods of time, while using a computer or POS equipment
- Ability to carry, push, pull, lift, and hold objects weighing 20 pounds or more
Working Conditions:
- This role will predominantly be based in both an office setting as well as frequent exposure to outdoor environments
- Frequent exposure to the variable outside temperatures, including high heat, cold, direct sun, humidity, dust, rain, snow, ice, and other weather conditions
- Subject to loud noise levels, flashing lights, and heavily populated environments
- Subject to frequent interruptions and requests that may require reprioritization of activities
Team member benefits:
Working at Lake Compounce is about making people happy! It’s about being independent and having fun, making new friends and earning extra money while doing so. As a Lake Compounce employee, you can be the smiling face that makes a great first impression for incoming guests, a cook that serves up tasty treats and culinary delights, a lifeguard who soaks up the sun while keeping guests safe, or a ride operator that keeps guests coming back for more thrills! There are many exciting seasonal job opportunities available to take your summer job to new heights!
Palace Perks & Benefits:
- Flexible schedule
- Ability to cross-train and learn unique skills across various departments
- Free admission to Lake Compounce and all Palace Entertainment parks on your days off
- Invitations to exclusive company-sponsored employee events throughout the season
We’ve got great jobs for people just starting out in the workforce, looking for a second job or staying active after retirement. If you want a fun, flexible job with an innovative company, look no further than Lake Compounce. Apply today!
Do not miss the chance to spark your career now!
