Lake Compounce - Seasonal Admissions Team Member (Guest Experience Agent)

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 Experience Department is responsible for delivering amazing customer service and maintaining exceptional first impressions for both prospective and existing guests.

Guest Experience Agents are responsible for handling transactions at main gate, turnstiles, Guest Relations, parking booths, or our Guest Experience Center.

We are currently looking for a:

 

Lake Compounce - Seasonal Admissions Team Member (Guest Experience Agent)

Roles & Responsibilities:

 

The Guest Experience Department is responsible for delivering amazing customer service and maintaining exceptional first impressions for both prospective and existing guests.

Guest Experience Agents are responsible for handling transactions at main gate, turnstiles, Guest Relations, parking booths, or our Guest Experience Center.

Roles & Responsibilities:

Parking Booths:

• Accurately complete all POS financial transactions for paid parking lots

• Courteously assist guests with questions and complaints

• Direct emergency services such as fire and police in the event of an emergency

• Assist with special parking details in emergency situations or for special events

• Assist other Guest Experience departments as needed

• All other duties assigned by leadership

Ticket & Pass Processing:

• Provide exceptional guest service by greeting guests and being knowledgeable on various ticket promotions both online and at the gate

• Communicate with guests and answer questions regarding park passes, policies, and guest services

• Accurately sell parking passes, admission tickets, and season passes

• Operate all POS equipment accurately to finalize all purchases

• Conduct transactions while ensuring all PCI procedures are being followed – including credit and refund transactions, loss prevention

• Process season passes and reissue cards as needed

• Activate annual and season passes through point of sales-based programs and equipment

• Validate online tickets or coupons before allowing guest to enter

• All other duties assigned by leadership

Turnstiles:

• Scan all passes and tickets to ensure accurate attendance and valid guest entry

• Issues any additional materials, promotions, or souvenirs to each pass holder as they enter

• Monitor all guests exiting and re-entering the park

• Monitor all park communication including incoming calls and radio traffic

• Maintain a clean work Main Gate operation (wiping down counters, vacuuming, sweeping, picking up trash, etc.) to maintain a great first impression for incoming guests

• Ensure that park rental items do not leave the park (e.g. strollers, wheelchairs, and ECV.)

• Maintain compliance with company and industry best practices, policies, and procedures to create a safe environment for colleagues and guests.

• Assist in other departments as needed

• Perform any additional duties instructed by Guest Experience leadership

• All other duties assigned by leadership

Guest Relations:

• Delight all guests by providing exceptional customer service by promptly and professionally addressing their questions and concerns

• Serve as primary point of contact for all general park questions, complaints, and inquiries

• Connect with guests using a variety of communication methods, including email correspondence, phone calls, and in-person follow ups

• Direct and transfer department specific questions or requests to the appropriate manager

• Respond to guest needs appropriately and provides accommo