Guest Correspond. Supervisor

Primary Responsibilities

• Correspond with guests via email, phone, written communication, online platforms, and face-to-face interactions
• Coordinate, schedule, coach, and motivate operations team in a fast-paced environment
• Enforce a positive and professional team culture focused on exceptional guest service
• Ensure team members comply with company grooming guidelines and employment standards
• Train, mentor, and support team members in all areas of guest relations
• Aid senior leadership with special projects and departmental initiatives
• Oversee guest service functions including ticketing, season passes, reservations, park products, RAP and Special Access enrollment
• Resolve escalated guest concerns professionally and efficiently
• Troubleshoot guest account issues, reservations, purchases, mobile app concerns, website issues, and LED board discrepancies
• Maintain accurate processing of monetary transactions and register accountability

Digital Engagement

• Manage and respond to guest feedback in guest comments inbox
• Coordinate responses with park leadership and corporate marketing teams as necessary
• Develop and implement proactive strategies to encourage positive guest reviews
• Maintain daily logs, records of guest correspondence, and required paperwork
• Monitor weather conditions and communicate updates to departments while maintaining accurate logs
• Maintain organization and cleanliness of work areas
• Ensure compliance with safety standards, PPE requirements, and safe work practices
• Perform additional duties as assigned

Requirements And Competencies

• Minimum 18 years of age
• High School Diploma or GED required
• Minimum 6 months of park experience (internal preferred)
• Strong leadership, coaching, and team development skills
• Excellent verbal and written communication skills with the ability to adapt communication style
• Strong guest relations and conflict resolution abilities
• Proficiency in Microsoft Office and familiarity with Windows operating systems
• Valid driver’s license (preferred)
• Ability to work up to 40 hours per week with flexible scheduling, including weekends, evenings, holidays, and special events
• Ability to work indoors and outdoors in varying weather conditions, including extreme heat
• Enthusiastic and confident leader
• Positive, solution-oriented mindset
• Passion for delivering exceptional guest experiences
• Commitment to safety, compliance, and company standards