Guest Experience Representative

2 weeks ago

East Rutherford, United States Mall of America Full time
American Dream, developed by Triple Five Group, is an unparalleled mix of world-class entertainment, retail, and dining, comprising more than 3 million square feet just minutes away from New York City in East Rutherford, New Jersey. American Dream is home to leading attractions, including DreamWorks Water Park, Nickelodeon Universe Theme Park, LEGOLAND Discovery Center, SEA LIFE Aquarium, Big SNOW Ski Hill, Dream Wheel - a 300-foot observation wheel overlook the NYC skyline, as well as attractions debuting soon such as The Game Room Powered by Hasbro and Skip Barber Racing Go-Kart Academy. American Dream's immersive luxury shopping and dining experience - The Avenue - features Saks Fifth Avenue, Herms, Saint Laurent, Dolce & Gabbana, Carpaccio, a fine-dining Italian restaurant, and much more. The retail collection is further expanded with flagship locations for Aritzia, H&M, PRIMARK, Uniqlo, Sephora and Zara; as well as the Toys'R'Us global flagship, the only standalone location in the U.S, and the world's first and only "candy department store," IT'SUGAR.

For more information on American Dream, visit www.americandream.com or find us on Instagram @americandream and TikTok @americandream_official.

Key Objective(s):

The main purpose of the Guest Experience Team Member is:
  • To ensure all guests visiting have a positive experience by acting as the front-line representative for our American Dream owned attraction, retail, and guest service areas.
Primary Responsibilities:
  • Greeting all guests with a professional, welcoming, and friendly manner.
  • Assist guests with the purchase of American Dream tickets, add-on products, gift cards, merchandise, and rental items (such as strollers, wheelchairs, lockers, etc.).
  • Prepare, organize, and restock product for display and purchase throughout the day.
  • Ensure retail storefronts are clean and presentable.
  • Communicate inventory levels to the leadership team.
  • Oversee safety and cleanliness of all areas and explaining safety instructions for The Rink.
  • Ensuring proper skate, helmet rentals, and seal skate aids, are distributed, sanitized, processed, and collected at the end of use.
  • Operate and perform driving conductor duties for the Geoffrey's Express Train.
  • Answer guest questions via phone, online inquiry, or review, in a prompt and courteous manner.
  • Maintain knowledge of Loss Prevention procedures.
  • Maintain knowledge of current sales, promotions, and discounts.
  • Maintain the knowledge of Cash Handling Policy and Procedures when operating a POS system.
  • Operate a computerized POS (point of sale) system in an efficient and timely manner.
  • Operate and perform park command duties
  • Listen to guest issues and direct the matter to appropriate staff for resolution.
  • Direct and queue guests for entrance lines during peak times.
  • Guide guests to exits or provide other instructions or assistance in case of emergency.
  • Coordinate American Dream lost and found program.
  • Training on First Aid, CPR, Emergency Protocols, and bodily fluid clean-up.
  • Maintain the knowledge of American Dream and Guest Experience department policies and procedures.
  • Provide support in other work areas/departments as needed.
  • Perform other duties as assigned.
Desired Qualifications:
  • Must be at least 16 years of age.
  • Ability to multi-task in a fast paced, sometimes stressful environment.
  • Strong verbal and written communication skills
  • Previous cash handling experience preferred.
  • Previous guest service experience preferred.
  • Basic knowledge of computers is preferred.
  • Basic math skills.
  • Point of Sale experience preferred.
  • Interpersonal skills -- working alone and with team.
  • This position requires flexible availability Monday through Sunday, days, evenings, overnight and weekends.
Physical Job Requirements:
  • Stand and move - frequently, 90% of time
  • Perform repetitive motion - frequently, 90% of time
  • Kneel and bend - occasionally, 30% of time
  • Reach at or below shoulder level - frequently, 80% of time
  • Reach at or above shoulder level - infrequently, 25% of time
  • Stoop/Squat - infrequently, 10%
  • Lifting/carry up to 10 pounds - occasionally, 30% of time
  • Lift/Carry up to 30 lbs - infrequently, 20% of time
  • Ability to lift up to 50 pounds - infrequently, 10%
  • Handle larger items such as boxes or packages - infrequently, 10% of time
  • Must be available holidays, days, evenings, and weekends
American Dream is an equal-opportunity employer and is committed to providing a workplace free from harassment or discrimination. All employment decisions are to be made without regard to race, color, age, gender, sexual orientation, religion, marital status, pregnancy, national origin/ancestry, citizenship, physical/mental disability, military status, or any other basis prohibited by law.

Other details
  • Job Family AD
  • Pay Type Hourly


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