Dutch Wonderland Inn PT Guest Experience Lead Supervisor

Splish Splash Water Park • Lancaster, PA

1d • Onsite

About The Position

The Guest Experience Lead Supervisor assists in supervising front desk operations and staff at Dutch Wonderland Inn. The role enforces policies and procedures, helps establish a positive work environment, and may serve as Manager on Duty when the Guest Experience Manager is absent. It combines team supervision and coaching with front desk guest service, administrative work, payment processing, and coordination with housekeeping and maintenance. The position is based predominantly at an indoor lodging front desk and requires a flexible schedule, including evenings, weekends, and holidays.

Requirements

• At least 1 year of previous 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 the ability to resolve questions, problems, issues, and concerns positively and professionally.
• Positive, outgoing, and professional attitude; ability to handle pressure and difficult situations with poise.
• Strong written and verbal communication skills and attention to detail; strong problem-solving abilities.
• Ability to use point-of-sale systems and/or other cash-handling equipment accurately.
• 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 directions, multitask, and work both independently and as part of a team.
• Ability to stand in place for long periods and stand or walk 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.
• High school diploma, GED, or equivalent, or equivalent work experience is preferred.
• Ability to read, write, and speak fluent English.

Nice To Haves

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

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 maintain a safe and productive environment.
• Learn the essential duties of assigned front desk positions and fill in 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 warmly, professionally, and in a friendly manner; maintain a neat and professional appearance.
• Ensure guest experience team members follow front desk policies and procedures.
• Investigate guest complaints and initiate corrective action to maintain brand quality standards.
• Support smooth guest check-in and check-out and accurately process guest payments while maintaining PCI compliance.
• Use internal communication devices professionally and answer and transfer calls.
• Respond promptly and effectively to guest issues, finding appropriate resolutions.
• Coordinate with housekeeping and maintenance to resolve guest requests and complaints.
• Perform administrative tasks, including answering phones, scanning, copying, typing, and printing.
• Keep the front desk clean and clutter-free.
• Maintain working knowledge of property services and facilities; provide guests with information about nearby parks and properties and events or activities during their visit.
• Document overnight shift activity accurately and routinely update lodging leadership.
• Escalate maintenance issues and emergencies to appropriate authorities.
• Assist with the retail point-of-sale system as needed.
• Perform other duties assigned by leadership.
• Serve as Manager on Duty in the Guest Experience Manager’s absence, when needed.

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