Water Park Guest Services Specialist

23 hours ago

Oswego, United States Broadwell Hospitality Group Full time
Position Summary: Provides guests with excellent service while maintaining, an efficient and effective operation in all areas of guest services and the front office area. Thoroughly welcoming and assisting 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 directs appropriately. Monitors third party review sites and responds to guest comments.

Pay Rate: $15 per hour

Essential Position Responsibilities:

Oversees daily operation of the front desk area and maintains a welcoming presence as the "first impression" for many guests, fellow associates and vendors. Maintains a welcoming presence to the property and in the front office area, especially when in view of guests. Immediately acknowledge guests, requests, and questions.

Observes the company's "10-4" rule for all guests (Within 10 feet of physical proximity to a guest, make eye contact and acknowledge their presence by nodding and smiling. Within 4 feet of physical proximity to a guest, verbally acknowledge them, this can be by simply saying "Hello, how are you today?".

Is neat and clean in appearance, wears proper uniform, name/ID badge, correct department footwear, and a smile.

Provides excellent customer service that goes "above and beyond" the expectations of Waterpark guests. Conducts themselves in a professional, courteous manner at all times. Immediately addresses all guest requests and follows through to ensure resolution and 100% satisfaction.

Immediately addresses all guest requests or complaints and follows through to ensure resolution and 100% satisfaction.

Answer phone calls and assist guests with inquiries, reservations and general information.

Follows proper cash and credit card handling procedures. Accurately completes required paperwork and cash out procedures. Completes ticket reconciliation and tracking form daily.

Practices excellent communication skills, shares information to other shifts and to management through use of the daily logbook or other approved channels. Communicates all necessary information to current or future guests to ensure maximum satisfaction and revenue potential.

Has a thorough understanding of all systems used at the front office, including POS System, the phone system, and intercom and paging system. Ensures the hotel equipment, such as fax machines, copiers and the PMS system are maintained properly and secured.

Has thorough understanding of all emergency plans, safety and operating procedures/standards-especially with regard to handling guests and maintaining service if an emergency or other issue arises.

Well informed and confident in ability to appropriately handle missing child alert.

Follows procedure and reports all incidents or injuries to supervisor immediately.

Provides input and ideas on the operation of the front office, participates in training initiatives and skill development, and provides feedback to improve the department.

Completes any other task as requested by a supervisor, including the training new associates.

Position Specific Requirements, Knowledge, Skills and Abilities:
  • Must have aptitude with regard to cash counting and handling of cash and credit transactions.
  • Must have ability to pass any related competency or skills based training that is necessary for the department.
  • Must learn and be able to pass all tests on the POS.
Physical, Schedule and Work Requirements:
  • Availability to work on all shifts, during the normal operating hours of the waterpark
  • Availability to work during the entire season Memorial Day through Labor Day with minimal requests for extended periods of time off (any prior commitments must be addressed before start date)
  • Ability to stand for extended periods of time

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