Water Country - Guest Relations Lead

Herschend • Portsmouth, NH

24d • 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. We are currently looking for a: Water Country - Guest Relations Lead Roles & Responsibilities: The Guest Relations Department is responsible for delivering amazing customer service and maintaining exceptional first impressions for both prospective and existing guests. The Guest Relations Lead serves as a park ambassador to provide superior customer service to all Guests and support the entire Guest Experience team, while also assisting with the training and daily supervision of the Guest Relations team. The ideal candidate will be friendly, have strong communication skills, and have a knack for exceptional customer service.

Requirements

• No education requirements for this role
• Must be at least 16 years of age to comply with NH 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 handle high-pressure situations, meet the demands of constant deadlines and coordinate multiple priorities in a dynamic environment.
• Must possess strong written and verbal communication skills
• Must possess strong attention to detail and problem-solving abilities
• 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 extended periods of time, while using a computer or POS equipment
• Ability to carry, push, pull, lift, and hold objects weighing 20 pounds or more
• Ability to read, write, and speak fluent English

Nice To Haves

• 1+ years of related work experience preferred
• Previous hospitality, amusement park, theme park, or waterpark experience preferred
• Spanish or other bilingual language skills are a plus.

Responsibilities

• Assist with the daily supervision of the Guest Relations team and any other assigned departments
• Lead by example, attitude, and as a representation of Water Country’s core values
• Act as an approachable mentor and coach to all assigned team members
• Ensure compliance with company and industry best practices, policies, and procedures to create a safe and productive environment for colleagues and guests.
• Acquire the skills necessary to perform all guest experience duties and provide backup support as needed
• Participate in new-hire orientation and training activities for all assigned employees
• Ensure that all required meals and other breaks are being given in accordance with NH law
• Ensure daily sign-in sheets are completed and submitted each day
• Assist with team scheduling and timekeeping activities
• Be an ambassador for Water Country and focus on delivering exceptional customer service to prospective and existing guests.
• Welcome guests to the park in a warm and friendly manner.
• Serves as primary point of contact for all general park questions and inquiries
• Courteously assist guests with questions and complaints
• Deescalate guest concerns with a positive attitude
• Direct and transfer department specific requests to the appropriate manager
• Sell and collect tickets and season passes
• Utilize Point of Sale (POS) technology to sell tickets, products, and services
• Assist with administrative tasks, including reporting, data tracking, and office organization
• Assist other Guest Experience departments as needed
• All other duties assigned by leadership

Benefits

• Flexible schedule
• Ability to cross-train and learn unique skills across various departments
• Enjoy free entry to Water Country and select Herschend parks at no cost on your days off
• Invitations to exclusive company-sponsored employee events throughout the season

What This Job Offers

• Career Level: Entry Level
• Education Level: No Education Listed