Water Country Guest Experience Supervisor

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.

We are currently looking for a:

Roles & Responsibilities:

The Guest Experience Department is responsible for delivering amazing customer service and maintaining exceptional first impressions for both prospective and existing guests.

The Guest Experience Supervisor is tasked with overseeing the operations for admissions, parking, ticket and pass processing, guest relations, and any other associated areas. In addition to managing and motivating a large number of team members, this position will interact with guests on a daily basis to ensure maximum satisfaction

The ideal candidate will embrace being an ambassador for the park and the brand, by delivering ultimate guest satisfaction, expert knowledge, trusted leadership and financial responsibility throughout all assigned operations.

Supervisory Duties:

• Supervise the daily operations of the Guest Experience team and any other assigned departments
• Lead by example, attitude, and as a representation of Water Country’s core values
• Act as an approachable mentor and coach to all assigned team members
• Ensure compliance with company and industry best practices, policies, and procedures to create a safe and productive environment for colleagues and guests.
• Become knowledgeable of performing the essential duties of all guest experience positions and backfill these positions when needed
• Participate in all aspects of supervision of assigned employees, including hiring, orientation, training, performance coaching, and discipline.
• Ensure that all required meal and other breaks are being given in accordance with NH law
• Ensure daily sign-in sheets are completed and submitted each day
• Assist with team scheduling and timekeeping activities

Departmental Duties:

• Delight the guests with exceptional customer service and a guest-centric approach
• Oversee guest arrival process including parking fee transactions, in-park ticket sales, season pass processing and turnstiles

• Ensure compliance with all PCI related standards, policies and procedures
• Oversee customer relations efforts, including customer relations office, call center operations and replies to customer inquiries via telephone, email and other media channels
• Interact with guests on a face-to-face basis, asking for feedback, and promptly addressing concerns.
• Ensure tickets and products are setup correctly within POS and Inventory system in Workday
• Perform administrative duties including assisting with entering daily revenue, typing, preparing reports, and ordering supplies in coordination with revenue and park leadership
• Ensure that all team members are enforcing park entrance and exit policies
• Immediately report security, safety, or maintenance concerns to the proper channels
• Promptly notify the security team or the operator of team member and guest injuries or emergencies
• Ensure that all Front Gate protocols are executed during emergencies or inclement weather situations
• All other duties assigned by leadership

Education & Experience:

• High School Diploma or equivalent preferred
• 1-2 years of work experience in a similar role
• 1+ years of previous supervisory experience a plus
• Previous amusement park, theme park, or waterpark experience highly desired but not required

Language: Ability to read, write, and speak fluent English; Spanish or other bilingual language skills are a plus.

Requirements:

• Must be at least 18 years of age
• Ability to work flexible schedule, including evenings, weekends, and holidays
• Ability to work hours that extend between 9am to 5pm
• 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 handle high-pressure situations, meet the demands of constant deadlines and coordinate multiple priorities in a dynamic environment.
• Must possess strong written and verbal communication skills
• Must possess strong attention to detail and problem-solving abilities
• Must be proficient in Microsoft Excel, Word, and Power Point.

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 extended 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, 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 Water Country 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 Water Country employee, you can be the smiling face that makes a great first impression for incoming guests, a lifeguard who soaks up the sun while keeping guests safe, or a maintenance technician 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 Water Country 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 Water Country. Apply today!