Guest Correspond. Supervisor

SeaWorld•Philadelphia, PA

69d

About The Position

Guest Correspondence Full Time Supervisor As the Full Time Guest Correspondence Supervisor, you will oversee guest digital correspondence, Guest Arrival leadership team, and frontline guest service teams. This role ensures exceptional guest experiences both in-park and online by providing leadership, resolving escalated concerns, managing communication channels, and supporting operational and marketing initiatives.

Requirements

Minimum 18 years of age
High School Diploma or GED required
Minimum 6 months of park experience (internal preferred)
Strong leadership, coaching, and team development skills
Excellent verbal and written communication skills with the ability to adapt communication style
Strong guest relations and conflict resolution abilities
Proficiency in Microsoft Office and familiarity with Windows operating systems
Valid driver’s license (preferred)
Ability to work up to 40 hours per week with flexible scheduling, including weekends, evenings, holidays, and special events
Ability to work indoors and outdoors in varying weather conditions, including extreme heat
Enthusiastic and confident leader
Positive, solution-oriented mindset
Passion for delivering exceptional guest experiences
Commitment to safety, compliance, and company standards

Responsibilities

Correspond with guests via email, phone, written communication, online platforms, and face-to-face interactions
Coordinate, schedule, coach, and motivate operations team in a fast-paced environment
Enforce a positive and professional team culture focused on exceptional guest service
Ensure team members comply with company grooming guidelines and employment standards
Train, mentor, and support team members in all areas of guest relations
Assist senior leadership with special projects and departmental initiative
Oversee guest service functions including ticketing, season passes, reservations, park products, RAP and Special Access enrollment
Resolve escalated guest concerns professionally and efficiently
Troubleshoot guest account issues, reservations, purchases, mobile app concerns, website issues, and LED board discrepancies
Monitor guest trends and provide analytical reporting to leadership
Accurately process monetary transactions and ensure register accountability
Manage and respond to guest feedback in guest comments inbox
Coordinate responses with park leadership and corporate marketing teams as necessary
Develop and implement proactive strategies to encourage positive guest reviews
Maintain daily logs, records of guest correspondence, and required paperwork
Monitor weather conditions and communicate updates to departments while maintaining accurate logs
Maintain organization and cleanliness of work areas
Ensure compliance with safety standards, PPE requirements, and safe work practices
Perform additional duties as assigned