What are the responsibilities and job description for the Guest Relations Team Member position at Wild Waves Theme?
PURPOSE OF POSITION :
This position is responsible for assisting guests at Will Call with ticket orders, season pass questions, and discount questions and concerns.
This position is responsible for the operation of Guest Relations including lost and found, assisting guests with questions and complaints, answering in-bound park phone lines, general park policy knowledge and provide ADA rider program information.
To ensure each of our guests are given the best possible service in a prompt and friendly manner.
SKILLS, REQUIREMENTS AND QUALIFICATIONS :
Prior guest service experience
Proficiency in Microsoft office products
Ability to communicate effectively and appropriately with guests, co-workers and management.
Ability to multi-task, prioritize and manage time effectively.
Ability to work nights, holidays and weekends.
GENERAL DUTIES AND RESPONSIBILITIES :
Guest Service : Provide friendly and helpful service to guests. Abide by all guest service standards and code of conduct guidelines established in the Team Member handbook.
Safety : Wild Waves Theme & Water Park is a Safety-First workplace; the promotion of a safe working environment and elimination of safety hazards is a key function of all positions.
Teamwork : Employees must work together towards the common goals of the park while maintaining a respectful and efficient work environment.
Cleanliness : Keep the work location and the Park clean and sanitary for Guests, as well as fellow employees. Cleaning duties may require standing, stooping, and bending to pick up trash and debris and the use of cleaning tools and chemicals.
SPECIFIC DUTIES AND RESPONSIBILITIES :
The following duties and responsibilities are required to be performed by the person filling this position. To perform the job successfully, the person must possess the abilities and aptitudes to perform each duty and responsibility proficiently.
Will Call : Assist guests with previously purchased tickets, group day-of purchases and working with management to resolve any ticketing issues that arise. The Will Call office is also responsible for answering the main park phone line and responding to guest questions and requests as appropriate.
Guest Relations : Assist guests with complaints, compliments, general knowledge of park policies and procedures, maintaining accurate records of guest interactions and recovery methods. Respond to guests' phone messages in a timely manner.
Guest Relations Lost & Found : Maintain accurate records of items reported lost and turned in, secure all valuable items, communicate with guests to coordinate retrieval of found items, launder and store clothing, towels and other items.
Season Pass, Ticket Sales, Ticket Taking and Parking Assistance : As needed, assist with the operation of Season Pass, Ticket Sales, Ticket Taking and Parking Lot Sales as directed.
Cleanliness : Maintain the cleanliness and organization of the general Admissions and Guest Relations area and back areas.
Other Duties as Assigned : Additional duties may be assigned based on the needs of the department and the park.
PHYSICAL DEMANDS :
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to stand; walk; and stoop, kneel, crouch or crawl. The employee is occasionally required to sit and climb or balance. The employee must regularly lift and / or move up to ten pounds, frequently lift and / or move up to fifty pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Work environment : While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time. The noise level is generally moderate to high.
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