Guest Services Lead (Seasonal)_Park at Morgan's… · San…

Description

REPORTS TO: Assistant General Manager 

DEPT: Guest Relations / Welcome Center 

POSITION SUMMARY:

Assist in the check-in process of groups, birthdays, and general admission arriving at Morgan’s Wonderland. This position is directly responsible for admission check in, the assistance with birthday parties, and group coordination. Will be the liaison between clients and guests prior to, during, and after birthday parties to ensure the pavilion, physical set-up and personnel provided meet the requirements of the birthday party and the guidelines of the park.

ESSENTIAL FUNCTIONS

Be knowledgeable about Morgan’s Wonderland, programs, policies, and procedures to ensure excellent customer service when providing assistance or answering questions of guests and visitors. 

•  Supervise and lead the guest relations team, providing training, guidance, and support.
•  Assign tasks and manage team schedules to always ensure adequate coverage.
•  Conduct regular team meetings to communicate updates, gather feedback, and ensure alignment with company goals.
•  Monitor team performance, providing constructive feedback and managing performance reviews. 
•  Oversee all guest interactions to ensure a positive experience from arrival to departure. 
•  Address and resolve guest complaints or concerns promptly and professionally. 
•  Coordinate with other departments to ensure smooth operations and exceptional service.

Requirements

Job Requirements and Qualifications

•  Education / Training:
•  Minimum of 3-5 years in guest relations or customer service, with at least 2 years in a supervisory role. 
•  Proficient in Microsoft Office, including the use of Outlook, Excel and Word
•  Must have excellent written and verbal skills
•  Cash handing skills are a plus
•  Other Business Knowledge Requirements:
•  Answer incoming calls on multi-line phone system
•  Self – driven with strong interpersonal skills
•  Ability to maintain effective working relationships in a diverse community
•  Ability to communicate effectively
•  Ability to work with special needs individuals in a learning environment
•  Other Information
•  Shifts vary day and evening.
•  Available any day of week, specifically weekends
•  Must be able to work during the holiday seasons
•  Seasonal/ hourly position.
•  Given hours are subject to change
•  Must have reliable form of transportation
•  Must be able to lift 15 pounds or more.
•  Morgan’s Wonderland is a non-smoking environment

WORKING CONDITIONS:

The working conditions described herein are representative of those an employee encounters while performing the essential functions of the position. Reasonable accommodation may be made to enable individuals with disabilities to perform essential job functions. 

•  Frequent standing, walking, bending, and twisting upper body for long periods of time.
•  The work environment is an outdoor park environment with continuous outdoor activity and exposure to extreme weather conditions.
•  Must remain alert with no lapses of consciousness.
•  Continuous requirement for professional demeanor and appropriate park staff attire.

Morgan’s Wonderland is an equal opportunity employer. All qualified employees and applicants will receive consideration for employment without regard to race, color, religion, sex, age, pregnancy, marital status, national origin, citizenship status, disability, military status, sexual orientation, genetic predisposition or carrier status or any other legally protected characteristic.