Sandcastle - Guest Experience Agent

Herschend • Munhall, PA

2d • Onsite

About The Position

Our story began 75 years ago when the Herschend family discovered wonder deep in an Ozark Mountain cave—and chose to share it with the world. Today, Herschend is the largest family-held themed attractions company, with 49 leading attractions and immersive experiences that reach audiences worldwide. While each brand offers something unique, all are united by a shared purpose: Bringing Families Closer Together by Creating Memories Worth Repeating®. Our passionate hosts make this purpose possible through everyday acts of love and service—what we call Heartspitality®—the intersection of heart and hospitality. As an equal-opportunity employer, we strive to provide environments where every host, guest, and partner feel welcome, valued, and loved. We firmly believe that words and actions matter, which is why all individuals are to be treated equally and with respect. Sandcastle is the only waterpark in the Pittsburgh area and has been open for over 35 years. This world-class oasis along the banks of the Monongahela River offers scenic views and more fun than you can imagine. We are currently looking for a: Sandcastle - Guest Experience Agent Roles & Responsibilities: The Guest Experience Department is responsible for delivering amazing customer service and maintaining exceptional first impressions for both prospective and existing guests. Guest Experience Agents are responsible for handling transactions at main gate ticket booths, parking, as well as assisting with bag checking and answering guest inquiries.

Requirements

• No education requirements for this role
• No previous work experience needed
• Must be at least 14 years of age to comply with Pennsylvania Child Labor Laws
• Ability to work flexible schedule, including evenings, weekends, and holidays
• Must have reliable transportation to and from your scheduled shift
• Ability to comply with all uniform policies
• Must possess exceptional customer service skills, with an ability to resolve questions, problems, issues, and concerns in a positive and professional manner
• Ability to speak with guests directly while maintaining a high degree of professionalism
• Ability to follow direction, multi-task, and work as part of a team as well as independently
• Ability to stand, walk, and remain on feet for majority of the workday
• Ability to occasionally stoop, twist, kneel, bend, squat, or reach above shoulders
• Ability to remain sedentary for periods of time, while using a computer or POS equipment
• Ability to carry, push, pull, lift, and hold objects weighing 20 pounds or more

Nice To Haves

• Language: Ability to read, write, and speak fluent English; Spanish or other bilingual language skills are a plus.

Responsibilities

• Parking: Welcome guests to the park, while guiding them to an open parking spot
• Accurately complete all POS financial transactions for paid parking lots
• Ensure the smooth process of parking cars; courteously assist guests with questions and complaints
• Follow the designated safety procedures when directing cars in the parking lot
• Follow patterns of parking cars in an efficient manner and adapt quickly
• Prevent guests from carrying unauthorized items through to bag check
• Maintain overall upkeep of the parking lots, including trash clean up and removal
• Direct emergency services such as fire and police in the event of an emergency
• Assist with special parking details in emergency situations or for special events
• Assist other Guest Experience departments as needed
• All other duties assigned by leadership
• Ticket & Pass Processing: Provide exceptional guest service by greeting guests and being knowledgeable on various ticket promotions both online and at the gate
• Communicate with guests and answer questions regarding park passes, policies, and guest services
• Accurately sell parking passes, admission tickets, and season passes
• Operate all POS equipment accurately to finalize all purchases
• Conduct transactions while ensuring all PCI procedures are being followed – including credit and refund transactions, loss prevention
• Process season passes and reissue cards as needed
• Activate annual and season passes through point of sales-based programs and equipment
• Validate online tickets or coupons before allowing guest to enter
• All other duties assigned by leadership
• Admissions: Measure height of all persons entering the park as they purchase tickets; enforce any height restrictions that the park may have
• Scan all passes, tickets, and wristbands to ensure accurate attendance and valid guest entry
• Issues any additional materials, promotions, or souvenirs to each pass holder as they enter
• Check guests’ bags to ensure no prohibited items are brought into the park
• Monitor all guests exiting and re-entering the park
• Monitor all park communication including incoming calls and radio traffic
• Maintain a clean work Main Gate operation (wiping down counters, vacuuming, sweeping, picking up trash, etc.) to maintain a great first impression for incoming guests
• Replenish Park maps while maintaining a clean work area
• Ensure that park rental items do not leave the park (e.g. strollers, wheelchairs, and ECV.)
• Maintain compliance with company and industry best practices, policies, and procedures to create a safe environment for colleagues and guests.
• Assist in other departments as needed
• Perform any additional duties instructed by Guest Experience leadership
• All other duties assigned by leadership
• Guest Relations: Delight all guests by providing exceptional customer service by promptly and professionally addressing their questions and concerns
• Serve as primary point of contact for all general park questions, complaints, and inquiries
• Connect with guests using a variety of communication methods, including email correspondence, phone calls, and in-person follow ups
• Direct and transfer department specific questions or requests to the appropriate manager
• Respond to guest needs appropriately and provides accommodations as necessary
• Actively listens to radio and relays relevant information clearly to all departments
• Manage and secure all guest and employee “lost-&-found” items.
• All other duties assigned by leadership

Benefits

• Flexible schedule
• Ability to cross-train and learn unique skills across various departments
• Free admission to Sandcastle and other parks on your days off
• Invitations to exclusive company-sponsored employee events throughout the season

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: No Education Listed