Guest Experience Representative

POSITION TITLE: Guest Experience Representative

DEPARTMENT: Guest Experience and Event Operations

REPORTS TO (TITLE): Guest Experience Manager

POSITION TYPE: Seasonal and Part-Time, Non-Exempt (Hourly)

JOB SUMMARY: The Guest Experience Representative plays a key role in delivering exceptional customer service and ensuring smooth guest interactions across multiple locations, including the Contact Center, Launch Plaza, Launch Boardwalk, and Nalo Kai. Reporting to the Guest Experience Manager, this part-time, hourly position involves providing assistance before, during, and after guest visits while supporting the operations of the Guest Experience and Event Operations department.

As the first point of contact for guests, representatives greet visitors, assist with memberships or reservations, and address inquiries about the facility’s offerings. Responsibilities also include intake calls, completing bookings over the phone or in person, supporting onsite events, and working Stoke Monitor shifts. Stoke Monitor shifts require engaging with guests as onsite ushers, providing guidance, monitoring the property, and creating a welcoming environment. Representatives also serve as in-person check-in attendants to assist guests with activity check-ins, booking activities, and ensuring all required documentation is completed accurately. They are expected to ensure all guest interactions are efficient, accurate, and memorable.

DUTIES/RESPONSIBILITIES:

Guest Services and Engagement

• Act as the front-line representative by greeting guests at entrances and assisting with memberships, passes, or reservations.
• Serve as an in-person check-in representative, assisting guests with activity check-ins, booking activities, and ensuring required documentation is accurate.
• Provide information about the facility’s activities, hours, pricing, amenities, and events, ensuring an exceptional guest experience.
• Monitor property areas as a Stoke Monitor, engaging with guests, answering questions, providing directions, and ensuring guest satisfaction.

Inquiries and Communication

• Answer phone calls and respond to in-person inquiries related to bookings, services, and general facility information.
• Assist guests in navigating policies, availability, and other needs, offering personalized recommendations when appropriate.
• Handle call center responsibilities, including completing bookings and managing guest profiles.

Operational Support

• Process transactions and payments accurately using the Point of Sale (POS) system.
• Maintain detailed and accurate guest booking information, including waivers, contact details, and other required documentation.
• Collaborate with team members and supervisors to resolve issues and escalate concerns when necessary.

Problem Resolution:

• Address and resolve guest concerns such as refunds, rescheduling bookings, special requests, and complaints.
• Identify and escalate complex issues to supervisors or the Guest Experience Manager.

Event and Property Support:

• Provide onsite support for events, ensuring seamless guest experiences and operations.
• Assist with setup and breakdown as needed for events or activities.

Cleanliness and Organization:

• Ensure all work areas, including POS stations, kiosks, and tablets, are clean, organized, and fully operational.
• Charge devices and maintain tidy and professional workspaces.

Team Collaboration:

• Work collaboratively with