Guest Relations Specialist (FT)

Rock City Enterprises•Lookout Mountain, GA

2d•Onsite

About The Position

The Guest Relations Specialist plays a highly visible leadership role in delivering exceptional guest experiences across Rock City Gardens. This position serves as Manager-on-Duty (MOD), supports Hospitality Ambassadors, the Ticket desk, and provides hands-on operational and partner support throughout the property. Under the direction of the Rock City Guest Relations Manager, this role champions Rock City Enterprises’ Culture of Excellence while serving as a key point of escalation for guests, partners, and daily operations.

Requirements

High school diploma or GED required.
Minimum of two (2) years of experience in hospitality, guest service, or event-based environments preferred.
At least one (1) year of leadership experience preferred.
Strong leadership and coordination skills with the ability to lead up to 20 partners.
Excellent interpersonal and communication skills in one-on-one and small group settings.
Strong guest service orientation with a calm, professional demeanor.
Proficiency in Microsoft Office (Word, Excel, Outlook).
Ability to read, understand, and apply operational documents and procedures.
Ability to perform basic math functions using U.S. currency.
Ability to work effectively in a fast-paced, dynamic environment.
CPR and First Aid certification required or willingness to obtain upon placement.
Valid driver’s license required.
Flexible availability, including nights, weekends, holidays, and special events as needed.
Regular use of hands and fingers.
Ability to lift and/or move up to 30 pounds.
Frequent walking, standing, stooping, kneeling, or crouching.
Comfortable using ladders and/or lifts.
Ability to stand for extended periods while working outdoors in varying conditions.

Nice To Haves

EMT or EMR certification preferred.

Responsibilities

Deliver excellent guest service to internal and external customers in alignment with Rock City Enterprises’ mission, culture, and values.
Model the Culture of Excellence through professional, engaging, and solution-oriented guest and partner interactions.
Proactively engage with guests throughout Rock City Gardens to enhance their experience.
Serve as the primary point of contact for guest requests, feedback, and concerns, resolving issues with professionalism and care.
Serve as Manager-on-Duty (MOD) and active member of the Emergency Response Team.
Provide consistent physical presence across Rock City Gardens to support daily operations and address partner and guest needs.
Lead daily operational oversight for gardens operations and special events, including setup and teardown of sound, lighting, props, and décor.
Support safety policies, procedures, and emergency response protocols.
Coordinate with contracted performers and vendors, including on-site support and payment facilitation when required.
Communicate operational updates, guest issues, and partner needs to managers across departments.
Assist with training Wayfinders and Hospitality Ambassadors.
Monitor new partner progress to ensure training completion and high guest service standards.
Serve as a resource and support partner for Rock City Gardens teams across departments.
Lead by example in enforcing company policies and procedures.
Provide coverage for Guest Relations Ambassador breaks, including answering incoming calls in a friendly and professional manner.
Provide accurate information and encourage potential guests to visit Rock City attractions.
Assist the Guest Relations Manager with community partnership initiatives and contract performer relations.
Support the planning and execution of special events in collaboration with the Senior Manager of Innovation.
Serve as escort and/or coordinator for media visits in partnership with the Marketing Team.
Assist with administrative tasks, including sign requests, work orders, and related operational needs.
Adhere to all organizational processes and procedures consistently.
Perform other duties as assigned by management.