Guest Experience Representative

POSITION TITLE: Guest Experience Representative

DEPARTMENT: Guest Experience and Event Operations

REPORTS TO (TITLE): Guest Experience Manager

POSITION TYPE: Seasonal and Part-Time, Non-Exempt (Hourly)

JOB SUMMARY: The Guest Experience Representative plays a key role in delivering exceptional customer service and ensuring smooth guest interactions across multiple locations, including the Contact Center, Launch Plaza, Launch Boardwalk, and Nalo Kai. Reporting to the Guest Experience Manager, this part-time, hourly position involves providing assistance before, during, and after guest visits while supporting the operations of the Guest Experience and Event Operations department.

As the first point of contact for guests, representatives greet visitors, assist with memberships or reservations, and address inquiries about the facility’s offerings. Responsibilities also include intake calls, completing bookings over the phone or in person, supporting onsite events, and working Stoke Monitor shifts. Stoke Monitor shifts require engaging with guests as onsite ushers, providing guidance, monitoring the property, and creating a welcoming environment. Representatives also serve as in-person check-in attendants to assist guests with activity check-ins, booking activities, and ensuring all required documentation is completed accurately. They are expected to ensure all guest interactions are efficient, accurate, and memorable.

DUTIES/RESPONSIBILITIES:

Guest Services and Engagement

• Act as the front-line representative by greeting guests at entrances and assisting with memberships, passes, or reservations.
• Serve as an in-person check-in representative, assisting guests with activity check-ins, booking activities, and ensuring required documentation is accurate.
• Provide information about the facility’s activities, hours, pricing, amenities, and events, ensuring an exceptional guest experience.
• Monitor property areas as a Stoke Monitor, engaging with guests, answering questions, providing directions, and ensuring guest satisfaction.

Inquiries and Communication

• Answer phone calls and respond to in-person inquiries related to bookings, services, and general facility information.
• Assist guests in navigating policies, availability, and other needs, offering personalized recommendations when appropriate.
• Handle call center responsibilities, including completing bookings and managing guest profiles.

Operational Support

• Process transactions and payments accurately using the Point of Sale (POS) system.
• Maintain detailed and accurate guest booking information, including waivers, contact details, and other required documentation.
• Collaborate with team members and supervisors to resolve issues and escalate concerns when necessary.

Problem Resolution:

• Address and resolve guest concerns such as refunds, rescheduling bookings, special requests, and complaints.
• Identify and escalate complex issues to supervisors or the Guest Experience Manager.

Event and Property Support:

• Provide onsite support for events, ensuring seamless guest experiences and operations.
• Assist with setup and breakdown as needed for events or activities.

Cleanliness and Organization:

• Ensure all work areas, including POS stations, kiosks, and tablets, are clean, organized, and fully operational.
• Charge devices and maintain tidy and professional workspaces.

Team Collaboration:

• Work collaboratively with other departments to ensure smooth daily operations.
• Keep supervisors and the Guest Experience Manager informed about guest feedback and operational issues.

General Responsibilities

• Carry out all other duties as assigned by management to support the overall success of the Guest Experience and Event Operations department.

WHO WE ARE LOOKING FOR: The LineUp is looking for highly organized individuals with exceptional people skills to join the Guest Experience team. As a Guest Experience Representative, you will be responsible for ensuring memorable guest experiences, maintaining professionalism, and supporting the team in delivering excellence. Key qualities include:

• Customer Focus: Tremendous patience and enthusiasm when accommodating guest needs.
• Problem-Solving: Ability to resolve issues calmly and efficiently.
• Communication: Exceptional active listening and verbal communication skills.
• Teamwork: Willingness to collaborate across departments.
• Adaptability: Flexibility to adjust to a fast-paced environment and changing guest needs.
• Knowledge/Skills: Skills, knowledge, and interest in water sports (e.g., surfing, stand-up paddling, kayaking) are ideal but not required.

PERSONAL ATTRIBUTES:

• Integrity and honesty.
• Exceptional work ethic and attention to detail.
• Entrepreneurial mindset; ability to work independently with best practices in mind.
• Optimism, energy, and passion for the brand and its future.
• Strong organizational skills and collaborative nature.

EDUCATION AND EXPERIENCE:

• No prior experience required; training will be provided.
• Customer service experience is a plus but not necessary.
• Ideal for individuals seeking their first job or building early career skills.

WORKING CONDITIONS / PHYSICAL REQUIREMENTS:

• Fluency in oral and written English.
• Must have open availability, including a minimum of one weekday, one weekend day, and holidays, as well as flexibility to support special events and staffing needs.
• Prolonged periods of sitting at a desk and working on a computer, with some standing, walking, bending, and kneeling.
• Light work: Exerting up to 20 pounds of force occasionally and/or up to 10 pounds frequently to lift, carry, push, or pull objects.