Water Park Guest Services Specialist

About the Role

Provides guests with excellent service while maintaining an efficient and effective operation in all areas of guest services and the front office. Welcomes and assists all guests, balances and reconciles daily accounting records, completes necessary paperwork, performs cash and credit transactions for incoming revenue, handles guest inquiries and complaints, fields incoming calls, and monitors third-party review sites to respond to guest comments.

Responsibilities

• Oversees daily operation of the front desk area and maintains a welcoming presence as the “first impression” for guests, associates, and vendors.
• Immediately acknowledges guests, requests, and questions, following the company’s “10-4” rule (eye contact and smile within 10 feet; verbal greeting within 4 feet).
• Presents a neat, clean appearance, wears proper uniform, name/ID badge, correct department footwear, and a smile.
• Provides exceptional customer service that exceeds guest expectations.
• Conducts themselves professionally and courteously at all times.
• Addresses guest requests and complaints promptly, ensuring resolution and 100% satisfaction.
• Answers phone calls and assists guests with inquiries, reservations, and general information.
• Follows proper cash and credit card handling procedures, completes required paperwork, and performs cash-out procedures.
• Completes daily ticket reconciliation and tracking forms.
• Practices excellent communication skills, sharing information with other shifts and management via the daily logbook or approved channels.
• Communicates necessary information to guests to ensure satisfaction and revenue potential.
• Demonstrates thorough understanding of front office systems, including POS, phone, intercom, and paging systems.
• Ensures hotel equipment (fax machines, copiers, PMS) is maintained properly and secured.
• Understands all emergency plans, safety, and operating procedures, especially regarding guest handling during emergencies.
• Handles missing child alerts confidently and follows procedures.
• Reports all incidents or injuries to a supervisor immediately.
• Provides input on front office operations, participates in training, and offers feedback for department improvement.
• Completes additional tasks as requested by a supervisor, including training new associates.

Requirements

• Aptitude for cash counting and handling cash/credit transactions.
• Ability to pass competency or skills-based training required for the department.
• Must learn and pass all POS system tests.
• Availability to work all shifts during the waterpark’s normal operating hours.
• Availability to work the entire season (Memorial Day through Labor Day) with minimal extended time-off requests.
• Ability to stand for extended periods.

Pay

$16 per hour