Cartoon Network Hotel Lead 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 service driven Lead Guest Experience Agent (Front Desk) provides courteous, prompt service to potential or resident guests by answering phones, making reservations, checking guests in/out, and interacting with guests in a friendly and professional manner to create a memorable experience.


This role is essential in making a great first impression for our guests!

We are currently looking for a:

 

Cartoon Network Hotel Lead Guest Experience Agent

Roles & Responsibilities:

 

Roles & Responsibilities:

Supervisory Duties:

· Assist with the daily supervision of the guest experience/front desk team and any other assigned departments

· Lead by example, attitude, and as a representation of Cartoon Network Hotel'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 assigned front desk positions and backfill these positions when needed

· Participate in new-hire orientation and training activities for all assigned employees

· Ensure that all required meal and other breaks are being given in accordance with PA law

· Assist with team scheduling and timekeeping activities

Departmental Duties:

· Greet and interact with guests in a warm, friendly, fun, and professional manner

· Maintain a neat, clean, and professional appearance

· Utilize property management system to make reservations, check-in and check-out guests, process payments, maintain a cash drawer and operate office equipment

· Ensure a smooth check-in and check-out process for guests

· Deliver guest amenities as requested

· Accurately process guest payments while maintaining PCI compliance

· Operate internal communication devices in an efficient and professional manner while answering and transferring calls

· Provide highest level of service by anticipating, listening attentively, and promptly responding to guest requests and complaints

· Partner with housekeeping and/or maintenance to ensure guest requests and complaints are resolved in a timely manner

· Keep the front desk area clean and neat by sanitizing surfaces and office equipment

· Demonstrate a working knowledge of all services and facilities of the property

· Comply with all standard operating procedures

· Accurately document the overnight shift happenings and provide updates to lodging leadership on a routine basis

· Provide guests with insightful information about other nearby parks and properties

· Inform guests of events and activities that may be occurring during their visit

· Promptly escalate any maintenance issues or emergencies to the appropriate authorities

· Assist with operating the retail shop, Point-of-Sale (POS) system, as needed

· All other duties assigned by leadership

Education and Experience:

· High school diploma, GED, or equivalent preferred; Equivalent work experience will also be considered

· 1+ year of previous hospitality or front desk experience required

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 PA 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

· Ability to comply with all uniform policies

· 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, outgoing, p