Water Country Guest Relations Team Lead

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

The Guest Relations Lead serves as a park ambassador to provide superior customer service to all Guests and support the entire Guest Experience team, while also assisting with the training and daily supervision of the Guest Relations team.

The ideal candidate will be friendly, have strong communication skills, and have a knack for exceptional customer service.

Supervisory Duties:

• Assist with the daily supervision of the Guest Relations 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 new hire training activities for all assigned employees
• Ensure that all required meal and other breaks are being given in accordance with NH law
• Assist with team scheduling and timekeeping activities

Departmental Duties:

• Be an ambassador for Water Country and focus on delivering exceptional customer service to prospective and existing guests.
• Welcome guests to the park in a warm and friendly manner.
• Serves as primary point of contact for all general park questions and inquiries
• Courteously assist guests with questions and complaints
• Deescalate guest concerns with a positive attitude
• Direct and transfer department specific requests to the appropriate manager
• Sell and collect tickets and season passes
• Utilize Point of Sale (POS) technology to sell tickets, products, and services
• Assist with administrative tasks, including reporting, data tracking, and office organization
• Assist other Guest Experience departments as needed
• All other duties assigned by leadership

Education & Experience:

• No education requirements for this role
• 1+ years of related work experience preferred
• Previous hospitality, amusement park, theme park, or waterpark experience preferred

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 NH 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 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
• 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 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 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 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!