Dutch Wonderland Inn Lead Guest Experience Agent

About Us

Our story began 75 years ago when the Herschend family discovered wonder deep in an Ozark Mountain cave—and chose to share it with the world. Today, Herschend is the largest family-held themed attractions company, with over 40 leading attractions and immersive experiences that reach audiences worldwide. While each brand offers something unique, all are united by a shared purpose: Bringing Families Closer Together by Creating Memories Worth Repeating®. Our passionate hosts make this purpose possible through everyday acts of love and service—what we call Heartspitality®—the intersection of heart and hospitality.

About the Role

The Lead Guest Experience Agent (Lodging) assists in supervising the front desk operations and staff. This position enforces policies and procedures, establishes a positive work environment, and may serve as the Manager on Duty in the absence of the Guest Experience Manager.

Responsibilities

Supervisory Duties

• Supervise the daily operations of the guest experience/front desk team and any other assigned departments
• Lead by example, attitude, and as a representation of Dutch Wonderland’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 assigned front desk 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 PA law
• Assist with team scheduling and timekeeping activities

Departmental Duties

• Greet and interact with guests in a warm, friendly, fun, and professional manner
• Maintain a neat, clean, and professional appearance
• Ensure that all guest experience team members are consistently following all policies and procedures outlined for the front desk
• Assist in maintaining brand quality standards by investigating complaints and initiating corrective action
• Ensure a smooth check-in and check-out process for guests
• Accurately process guest payments while maintaining PCI compliance
• Operate internal communication devices in an efficient and professional manner while answering and transferring calls
• Quickly and expertly respond to guest issues with resolutions that may require “thinking outside the box”
• Partner with housekeeping and/or maintenance to ensure guest requests and complaints are resolved
• Perform administrative tasks such as answering the phones, scanning, copying, typing, and printing
• Maintain the front desk area to ensure cleanliness and a clutter-free environment
• Demonstrate a working knowledge of all services and facilities of the property
• Accurately document the overnight shift happenings and provide updates to lodging leadership on a routine basis
• Provide guests with insightful information about other nearby parks and properties
• Inform guests of events and activities that may be occurring during their visit
• Promptly escalate any maintenance issues or emergencies to the appropriate authorities
• Assist with operating the retail Point-of-Sale (POS) system, as needed
• All other duties assigned by leadership

Requirements

• High school diploma, GED, or equivalent preferred (equivalent work experience will also be considered)
• 1+ year of previous hospitality or front desk experience required
• Previous supervisory experience a plus
• Ability to read, write, and speak fluent English (Spanish or other bilingual language skills are a plus)
• Must be at least 18 years of age to comply with PA Child Labor Laws
• Ability to work flexible schedule, including evenings, weekends, and holidays
• Must have reliable transportation to and from work for your scheduled shift
• Ability to comply with all uniform policies
• Exceptional customer service skills, with an ability to resolve questions, problems, issues, and concerns in a positive and professional manner
• Ability to portray a positive, outgoing, professional attitude
• Ability to handle pressure and difficult situations with poise and finesse
• Strong written and verbal communication skills
• Strong attention to detail and problem-solving abilities
• Ability to accurately use Point of Sale (POS) and/or other cash handling equipment
• Ability to use office technology and equipment, such as PC, software, and copier
• General understanding of accounting practices and ability to compile facts and figures
• Proficient in Microsoft Outlook, Excel, Word, and PowerPoint
• Ability to follow direction, multi-task, and work as part of a team as well as independently

Physical Requirements

• Ability to stand in place for long periods of time
• Ability to stand, walk, and remain on feet for the 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
• Ability to carry, push, pull, lift, and hold objects weighing up to 20 pounds

Working Conditions

• This role will be based in an indoor lodging setting, predominantly at the front desk
• Potential exposure to variable outside temperatures on occasion, including high heat, cold, direct sun, humidity, dust, rain, snow, ice, and other weather conditions
• Subject to frequent interruptions and may need to reprioritize activities
• Subject to constant repetitive motion

Benefits

• Flexible schedule
• Ability to cross-train and learn unique skills across various departments
• Free admission to Dutch Wonderland 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 Dutch Wonderland.