Guest Experience Associate

TOCA•Rocky River, OH

2d•Onsite

About The Position

The Guest Experience Associate is the face of TOCA and helps create welcoming, high-quality guest experiences while supporting the smooth operation of the facility. The role includes greeting guests, answering questions, addressing feedback and concerns, resolving issues or involving a teammate, and helping keep guests happy. Associates may work in concessions as needed; maintain a clean, stocked facility; assist with scheduling, check-ins, sign-ups, and events; and handle waivers, payments, and reports. The associate learns TOCA’s operating approach and develops skills for continued growth. They uphold TOCA’s service standards by being professional, welcoming, aware, outgoing, and proud, and work with leadership to support a unified culture and strong engagement throughout the center. The position is located in Rocky River, Ohio, reports to the General Manager, and requires evening and weekend availability on at least four days.

Requirements

Love working with people.
Strong communication skills.
Ability to stay calm under pressure.
Familiarity with Google Suite and scheduling tools; on-site training is provided.
Availability to work evenings and weekends, with at least four days of availability.
Ability to lift more than 30 pounds and move with energy.

Responsibilities

Greet guests, answer questions, and help each guest feel welcome.
Handle guest questions, feedback, and concerns with care; resolve issues promptly or involve a teammate.
Collaborate with coworkers to keep operations flowing and guests happy.
Work in concessions as needed.
Keep the facility clean, stocked, and ready for use.
Assist with scheduling, check-ins, sign-ups, and events.
Manage front-desk activities.
Process waivers and payments and complete reports.
Learn TOCA’s methods and participate in development and training.
Uphold service standards by being professional, welcoming, aware, outgoing, and proud.
Work with leadership to maintain a unified culture and strong engagement throughout the center.