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Guest Experience Ambassador

2 months ago

East Rutherford, New Jersey, United States American Dream Full time
About the Role

We are seeking a highly motivated and customer-focused individual to join our Guest Experience Team as a Guest Experience Representative. As a key member of our team, you will be responsible for ensuring that all guests have a positive experience at American Dream.

Key Responsibilities
  • Greet 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.
  • 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 explain safety instructions for The Rink.
  • Ensure 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 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.
Requirements
  • 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.
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.