Dutch Wonderland Inn PT Guest Experience Lead Supervisor

Palace Entertainment • Lancaster, CA

1d • Onsite

About The Position

The Guest Experience Lead Supervisor (Lodging) assists with supervising front desk operations and staff, enforcing policies and procedures, and establishing a positive work environment. This position may serve as Manager on Duty when the Guest Experience Manager is absent. The role is based predominantly at the front desk in an indoor lodging setting, with occasional exposure to outdoor weather conditions. The work may involve frequent interruptions, reprioritizing activities, and repetitive motion.

Requirements

• At least 1 year of hospitality or front desk experience.
• Must be at least 18 years old to comply with Pennsylvania Child Labor Laws.
• Ability to work a flexible schedule, including evenings, weekends, and holidays.
• Reliable transportation to and from work for scheduled shifts.
• Ability to comply with uniform policies.
• Exceptional customer service skills and ability to resolve questions, problems, issues, and concerns positively and professionally.
• Positive, outgoing, professional attitude and ability to handle pressure and difficult situations with poise.
• Strong written and verbal communication skills, attention to detail, and problem-solving abilities.
• Ability to accurately use point-of-sale systems and/or other cash-handling equipment.
• Ability to use office technology and equipment, including a PC, software, and copier.
• General understanding of accounting practices and ability to compile facts and figures.
• Proficiency in Microsoft Outlook, Excel, Word, and PowerPoint.
• Ability to follow direction, multitask, and work both as part of a team and independently.
• Ability to stand in place for long periods and to stand, walk, and remain on feet for most of the workday.
• Ability to occasionally stoop, twist, kneel, bend, squat, or reach above the shoulders.
• Ability to remain sedentary for extended periods while using a computer.
• Ability to carry, push, pull, lift, and hold objects weighing up to 20 pounds.

Nice To Haves

• High school diploma, GED, or equivalent; equivalent work experience will also be considered.
• Previous supervisory experience.
• Spanish or other bilingual language skills.

Responsibilities

• Supervise daily operations of the guest experience/front desk team and other assigned departments.
• Lead by example and represent Dutch Wonderland’s core values; mentor and coach assigned team members.
• Ensure compliance with company and industry practices, policies, and procedures to create a safe, productive environment for colleagues and guests.
• Learn the essential duties of assigned front desk positions and backfill them when needed.
• Participate in hiring, orientation, training, performance coaching, and discipline of assigned employees.
• Ensure required meal and other breaks are provided in accordance with Pennsylvania law.
• Assist with team scheduling and timekeeping.
• Greet and interact with guests in a warm, friendly, fun, and professional manner, and maintain a neat, clean, professional appearance.
• Ensure front desk team members follow applicable policies and procedures.
• Investigate complaints and initiate corrective action to maintain brand quality standards.
• Support smooth guest check-in and check-out and accurately process payments while maintaining PCI compliance.
• Use internal communication devices professionally and efficiently, including answering and transferring calls.
• Respond to guest issues and resolve them, partnering with housekeeping or maintenance as needed.
• Perform administrative tasks, including answering phones, scanning, copying, typing, and printing.
• Keep the front desk clean and clutter-free and maintain working knowledge of property services and facilities.
• Document overnight shift happenings accurately and routinely update lodging leadership.
• Inform guests about nearby parks and properties, as well as events and activities during their visit.
• Escalate maintenance issues or emergencies promptly to appropriate authorities.
• Assist with operating the retail point-of-sale system as needed.
• Perform other duties assigned by leadership.

Benefits

• Flexible schedule.
• Opportunity to cross-train and learn skills across various departments.
• Free admission to Dutch Wonderland Inn and all Palace Entertainment parks on days off.
• Invitations to exclusive company-sponsored employee events throughout the season.

What This Job Offers

• Job Type: Part-time
• Career Level: Mid Level
• Education Level: High school or GED