Dutch Wonderland Inn Lead Guest Experience Agent

Splish Splash Water Park • Lancaster, PA

5d • Onsite

About The Position

The Lead Guest Experience Agent (Lodging) assists in supervising the front desk operations and staff. This position enforces policies and procedures and establishes a positive work environment. This position may serve as the Manager on Duty in the absence of the Guest Experience Manager.

Requirements

• Must be at least 18 years of age to comply with PA Child Labor Laws
• Ability to work flexible schedule, including evenings, weekends, and holidays
• Must have reliable transportation to and from work for 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 portray a positive, outgoing, professional attitude
• Ability to handle pressure and difficult situations with poise and finesse
• Must possess strong written and verbal communication skills
• Must possess strong attention to detail and problem-solving abilities
• Ability to accurately use Point of Sale (POS) and/or other cash handling equipment
• Ability to use office technology and equipment, such as PC, software, and copier
• Must possess a general understanding of accounting practices and ability to compile facts and figures
• Must be proficient in Microsoft Outlook, Excel, Word, and Power Point
• Ability to follow direction, multi-task, and work as part of a team as well as independently

Nice To Haves

• Previous supervisory experience a plus
• Spanish or other bilingual language skills are a plus

Responsibilities

• Supervise the daily operations of the guest experience/front desk team and any other assigned departments
• Lead by example, attitude, and as a representation of Dutch Wonderland’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
• Become knowledgeable of performing the essential duties of all assigned front desk positions and backfill these positions when needed
• Participate in all aspects of supervision of assigned employees, including hiring, orientation, training, performance coaching, and discipline
• Ensure that all required meal and other breaks are being given in accordance with PA law
• Assist with team scheduling and timekeeping activities
• Greet and interact with guests in a warm, friendly, fun, and professional manner
• Maintain a neat, clean, and professional appearance
• Ensure that all guest experience team members are consistently following all policies and procedures outlined for the front desk
• Assist in maintaining brand quality standards by investigating complaints and initiating corrective action
• Ensure a smooth check-in and check-out process for guests
• Accurately process guest payments while maintaining PCI compliance
• Operate internal communication devices in an efficient and professional manner while answering and transferring calls
• Quickly and expertly respond to guest issues with resolutions that may require “thinking outside the box”
• Partner with housekeeping and/or maintenance to ensure guest requests and complaints are resolved
• Perform administrative tasks such as answering the phones, scanning, copying, typing and printing
• Maintain the front desk area to maintain cleanliness and a clutter-free environment
• Demonstrate a working knowledge of all services and facilities of the property
• Accurately document the overnight shift happenings and provide updates to lodging leadership on a routine basis
• Provide guests with insightful information about other nearby parks and properties
• Inform guests of events and activities that may be occurring during their visit
• Promptly escalate any maintenance issues or emergencies to the appropriate authorities
• Assist with operating the retail Point-of-Sale (POS) system, as needed
• All other duties assigned by leadership

Benefits

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

What This Job Offers

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