Guest Experience Associate

TOCA•Eastlake, OH

11d•Onsite

About The Position

The Guest Experience Associate is the face of TOCA and helps create welcoming, high-quality experiences for guests while supporting the smooth operation of the facility. The role includes greeting guests, answering questions, addressing feedback and concerns, resolving or escalating issues, and working with teammates to keep guests happy. Associates may also work in concessions as needed. The position supports facility operations by keeping spaces clean and stocked and helping with scheduling, check-ins, sign-ups, and events. Administrative duties include handling waivers, payments, and reports. Associates learn TOCA’s service approach and participate in development, while working with leadership to maintain a unified culture and strong engagement throughout the center. Candidates must be available to work evenings and weekends and be able to lift more than 30 pounds.

Requirements

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.
Ability to lift more than 30 pounds and move with energy.
Enjoys working with people.

Responsibilities

Greet guests, answer questions, and help every guest feel welcome.
Handle guest questions, feedback, and concerns with care; resolve issues promptly or involve a teammate.
Collaborate with teammates to keep operations flowing and guests satisfied.
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 prepare reports.
Learn TOCA’s service approach and participate in professional development.
Uphold service standards by being professional, welcoming, aware, outgoing, and proud.
Work with leadership to support a unified culture and high engagement throughout the center.