Palace Entertainment is a leading leisure park operator in the United States and Australia overseeing more than 25 entertainment venues, hotels and educational venues across 11 different states.

Palace Entertainment owns and operates some of the country’s largest and most prestigious venues including: National Historic Landmark, Kennywood Park, America’s Oldest Amusement Park, Lake Compounce, the world’s first ever Cartoon Network Hotel, Best Family Theme Park Dutch Wonderland and a variety of other family-friendly parks and campgrounds throughout the United States.

Palace Entertainment is a subsidiary of Parques Reunidos, one of the leading global operators, with more than 60 different assets (theme parks, zoos and marine parks, water parks and other attractions), spread out over various countries across Europe, North America, the Middle East and Australia.

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 Senior Supervisor 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 the management of the Guest Relations team.


The ideal candidate will be friendly, have strong communication skills, and have a knack for exceptional customer service.

We are currently looking for a:

 

Idlewild and Soakzone: Guest Experiences Senior Supervisor

Roles & Responsibilities:

 

Roles & Responsibilities:

Supervisory Duties:

· Supervise the daily operations of the Guest Relations team and any other assigned departments

· Lead by example, attitude, and as a representation of Idlewild and Soakzone’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 guest experience and Admissions 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 Pennsylvania law

· Assist with team scheduling and timekeeping activities

Guest Experiences:

· Delight the guests with exceptional customer service and a guest-centric approach

· Oversee guest arrival process including parking fee transactions, in-park ticket sales, season pass processing and turnstiles

· Ensure compliance with all PCI related standards, policies and procedures

· Oversee customer relations efforts, including customer relations office, call center operations and replies to customer inquiries via telephone, email and other media channels

· Interact with guests on a face-to-face basis, asking for feedback, and promptly addressing concerns.

· Ensure tickets and products are setup correctly within POS and Inventory system in Workday

· Perform administrative duties including assisting with entering daily revenue, typing, preparing reports, and ordering supplies in coordination with revenue and park leadership

· Ensure that all team members are enforcing park entrance and exit policies

· Immediately report security, safety, or maintenance concerns to the proper channels

· Promptly notify the security team or the operator of team member and guest injuries or emergencies

· Ensure that all Front Gate protocols are executed during emergencies or inclement weather situations

Guest Relations:

· 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

· All other duties assigned by leadership

** Assists and leads within all areas of Guest Experiences including Relations, Admissions, and all backside ticketing and pass process

Education & Experience:

· High School Diploma or equivalent preferred

· 3+ years of work experience in a similar role

· 1-2 years of previous supervisory experience a plus

· Previous amusement park, theme park, or waterpark experience highly desired but not required

Language: Ability to read, write, and speak fluent English; Spanish or other bilingual language skills are a plus.