Adventureland Park 2027 - Lodging Guest Experience Agent

Splish Splash Water Park • Altoona, IA

3d • Onsite

About The Position

The Lodging Guest Experience Agent provides courteous, prompt service to potential and resident guests. The role answers calls, makes reservations, checks guests in and out, processes payments, and interacts with guests in a friendly and professional manner to create a memorable experience. This position is essential to making a positive first impression and is based primarily at the campground front desk in an indoor lodging setting.

The agent uses the property management system and office equipment, responds to guest requests and complaints, delivers amenities, and works with housekeeping and maintenance to resolve issues. The role also shares information about property services, nearby parks, and activities, documents overnight shift happenings, and escalates emergencies or maintenance issues. The position is seasonal and requires a flexible schedule that may include evenings, weekends, and holidays.

Requirements

• Must be at least 18 years of age to comply with Iowa Child Labor Laws.
• Ability to work a flexible schedule, including evenings, weekends, and holidays.
• Must have reliable transportation to and from work for scheduled shifts.
• Ability to comply with all uniform policies.
• Exceptional customer service skills and the ability to resolve questions, problems, issues, and concerns positively and professionally.
• Ability to portray a positive, outgoing, professional attitude.
• Ability to handle pressure and difficult situations with poise and finesse.
• Strong written and verbal communication skills.
• 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 a PC, software, and copier.
• Proficiency in Microsoft Outlook, Excel, Word, and PowerPoint.
• Ability to follow directions, multitask, and work both as part of a team and independently.
• Ability to stand in place for long periods and stand, walk, and remain on one's 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 50 pounds.

Nice To Haves

• High school diploma, GED, or equivalent; equivalent work experience will also be considered.
• One or more years of hospitality or front desk experience.
• Spanish or other bilingual language skills.

Responsibilities

• Greet and interact with guests in a warm, friendly, fun, and professional manner.
• Maintain a neat, clean, and professional appearance.
• Use the property management system to make reservations, check guests in and out, process payments, maintain a cash drawer, and operate office equipment.
• Ensure a smooth check-in and check-out process.
• Deliver guest amenities as requested.
• Accurately process guest payments while maintaining PCI compliance.
• Operate internal communication devices, such as a PBX switchboard, efficiently and professionally while answering and transferring calls.
• Anticipate guest needs, listen attentively, and promptly respond to guest requests and complaints.
• Partner with housekeeping and/or maintenance to resolve guest requests and complaints in a timely manner.
• Keep the front desk area clean and neat by sanitizing surfaces and office equipment.
• Demonstrate working knowledge of the property's services and facilities.
• Comply with all standard operating procedures.
• Accurately document overnight shift happenings and routinely provide updates to lodging leadership.
• Provide guests with information about nearby parks and properties.
• Inform guests about events and activities occurring during their visit.
• Promptly escalate maintenance issues or emergencies to the appropriate authorities.
• Perform other duties assigned by leadership.

Benefits

• Flexible schedule.
• Ability to cross-train and learn skills across various departments.
• Free admission to Adventureland Theme Park/Waterpark and other select parks on days off.
• Invitations to exclusive company-sponsored host events throughout the season.

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED