Guest Services

Summary

The Guest Service associate’s primary function is to field all Guest Service issues during park operation as well as incoming phone calls and emails.  The Guest Service associate will maintain an accurate log of all small group sales and donation requests, is empowered with reasonable delegation of authority to resolve guest issues.

Essential Job Duties:

• Answers incoming email and phone calls, coordinates donation requests, sells and facilitates small birthday parties.
• Maintains general park knowledge of attraction locations, height and weight restrictions, special events and general safety in order to answer guest’s questions. 
•  Coordinates communication across all departments to facilitate successful group events.

Job Duties

• Performs front office duties, including answering phones, routing calls, greeting guests, photocopying, scanning, and file management.
• Responds to incoming email inquiries appropriately and escalates if necessary.
• Keeps accurate call out log.
• Completes ticket sales for incoming calls for groups up to one hundred guests.
• Completes birthday party reservations and facilitates in conjunction with Food and Beverage department accurate and timely operation.
• Escalates large group sales to Guest Service Lead as appropriate.
• Maintains general park knowledge of attraction locations, height and weight restrictions, special events and general safety in order to answer guest’s questions.
• Modify reservations at the guest’s request.
• Assists guests with completing reservations, as necessary.
• Responds to and resolves guest complaints.
• Evaluates and responds to donation requests.
• Keeps accurate record of donation ticket distribution and redemption.
• Coordinates communication across all departments to facilitate successful group events.
• Coordinates group wristband distribution as appropriate
• Reports facilities issues to building management.
• Maintains a high-level of confidentiality, takes initiative, and uses good judgment.
• Establishes and maintains cooperative and productive working relationships with internal and external customers.
• Maintains punctual, regular and predictable attendance.
• Works collaboratively in a team environment with a spirit of cooperation.
• Respectfully takes direction from manager.
• Other duties as assigned.

Qualifications

Ability to perform essential job duties with or without reasonable accommodation and without posing a direct threat to safety or health of employee or others. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

We aim to find the best candidate for the job - we are open to candidates from all backgrounds. If being a part of a team and collaborating with others excites you, this is the right place for you. Even if you do not believe you meet the requirements, go ahead and apply - we have other positions that may fit your skills.

Wings and Waves is an equal opportunity employer that promotes diversity and inclusion and offers a learning and team-focused environment.