Splish Splash Guest Support Specialist

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 Support Specialist is a fast-paced customer service job that MUST always have an upbeat and positive attitude toward customers with the ability to answer the phones in a cheerful way with each call. This role would be responsible for answering the main phone number and supporting the reception desk in an assigned office or departmental setting.

We are currently looking for a:

 

Splish Splash Guest Support Specialist

Roles & Responsibilities:

 

• Greet all employees that visit the reception area in a friendly manner

• Provide exceptional customer service to all employees or guests by greeting them with a smile and assisting with their questions or concerns

• Answer incoming guest calls in a timely and professional manner.

• Utilize Park communications devices to relay relevant information to Safety, Security, or other team members or leaders

• Resolve any questions guests or employees may have, or direct them to the appropriate person

• Represent the Company well internally and externally; convey a professional and positive image of the organization and business affiliates

• Respond and handle guest inquiries through website via Salesforce

• Assist with payment plan reconciliation and collections as well as refunds in conjunction with the Finance Team

• Perform a wide variety of administrative tasks and data entry

• Utilize general office equipment to perform various administrative tasks (telephones, PC, POS, credit card machine, camera, cash register, etc.)

• Assist with scheduling and timekeeping for assigned hourly employees

• Enter and receive Purchase Orders into Workday system

• Assist with Inventory Transfers in the Workday system

• Keep assigned reception and office areas neat, clean, organized, and sanitary

• Assist with reuniting guests with their lost belongings in Lost & Found

• Promptly escalate any maintenance issues, safety hazards, or emergencies to the proper authorities

• All other duties as assigned by leadership

• Pay Rate: $19.50 / hr.

Education & Work Experience:

• High School diploma, GED, or equivalent; Equivalent work experience will also be considered

• 1+ years of administrative work experience preferred but not required.

• Previous phone, customer service, or HR experience a plus

• Previous amusement park, theme park, or waterpark experience a plus

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

Requirements: 

• Must be at least 18 years of age to comply with NY 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

• 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, professional attitude

• Must be proactive, a quick learner, and collaborate well in the workplace

• Ability to communicate clearly, concisely and persuasively with a wide range of diverse personnel and guests

• Must be proficient in Microsoft Outlook, Excel, Word, and Power Point.

• Ability to use office technology and equipment, such as PC, software, and copier

• Ability to follow direction, multi-task, and work as part of a team as well as independently

Physical Requirements: