Job Purpose

Are you looking for a seasonal position to apply your outgoing personality and multi-tasking skills to help create extraordinary experiences for our guests? WildPlay is seeking dynamic individuals to join our team. We provide a unique work environment and all the training you need to help our guests Play More and Fear Less!

The Guest Services Agent delivers exceptional service by anticipating guest needs and enthusiastically ensuring each visitor has a memorable experience. In a friendly, confident and knowledgeable way, the Guest Services Agent welcomes guests, takes reservations, checks guests into Elements (park activities), and guides people efficiently through arrival and departure at a WildPlay Park. The Guest Services Agent helps guests with decision-making and conducts smooth front-desk transactions for Element and retail sales and services while ensuring a professional and welcoming experience. The Guest Services Agent understands and adheres to the risk management standards and protocols essential to the o Phe Park operation and ensures that everyone has a great day.

To excel as a Guest Services Agent, you thrive on making people feel welcome and use excellent communication skills to ensure guests have what they need for enjoying their adventure. With a naturally friendly, positive and energetic demeanor, you are proactive in accomplishing general tasks that contribute to a productive work environment and effective park operation, working cohesively with team members in delivering an exceptional guest experience.

Principal Accountabilities

Provide an exceptional WildPlay experience to all guests and visitors in the park through proactive engagement, curiosity, recognizing opportunities to increase guests enjoyment of the park and actively delivering or exceeding guest expectations

Provide accurate information regarding park elements, products, pricing and park facilities

Manage guest bookings including check-in, payment, waiver management, wristbands, answering questions and setting the guests expectations for their adventure

Administer reservations and assist with group bookings when requested

Identify guest escalations, deliver solutions, and ensure concerns beyond your roles authority is brought to the Guest Services Team Lead in a timely and professional manner

Ensure smooth guest flow at Guest Services and within the park working cooperatively with the Guest Services Team Lead and Element (Activity) Team Lead

Enhance the guest experience by identifying and promoting opportunities for guests to expand their adventure and lock it into their everyday life. This may include additional activities, images and stories shared on social media, purchase of retail items or enthusiasm for a repeat visit

Perform end-of-shift duties including cash-outs, sales reconciliations, and other administrative tasks as required

May be asked to perform occasional inventory counts, retail re-stocking, ground maintenance and general facilities clean-up

Execute additional tasks to meet guest services and park related objectives and operations

Troubleshoot basic IT issues

Work Schedule

Part-time or full-time status with a flexible schedule that varies based on the seasonal needs of the business. Evening, weekends, and statutory holiday availability may be required and is common when appropriate to job responsibilities.

Knowledge/Experience/Skills/Attributes

Knowledge

Working towards receiving high school/secondary designation, or relevant education/competency

Experience desired

Proven experience in delivering excellent customer service or client care

Experience in roles requiring quick-thinking and fast-acting frontline service

Experience working in a high performing, and at times fast-paced environment

Skills

Can discover the needs of the guest using open-ended questions and observation

Can think on your feet

Elevated level of numeracy

Excellent communication skills including verbal and non-verbal abilities

Use of PC computers and various electronic products (iPads, POS terminals etc.)

Working knowledge of Microsoft Office suite products (Word, Excel, Outlook, etc.)

Working knowledge of applications is used on various devices (desktop and mobile)

Working knowledge on internet browsers (ex. Chrome, IE, Safari, etc.) and search engines

Attention to detail

Attributes and Behaviours

Develops and maintains positive working relationships with others; ability to work as a team player

Shares ideas and information that benefits the innovation or improvement of the product/Element offerings and guest experience flow

Assists team members unprompted

Take pride in consistently achieving ambitious standards of work

Has credibility with peers and managers, openness, and a positive attitude to feedback

Self-motivation driven to achieve results; ability to act independently

High customer service ethic is passionate about meeting customer expectations and improving service levels

Keeps pace with change acquires knowledge/skills as the business develops

Clear criminal record check

Context

This role is a front-line, entry level position at the park level. The role is a critical contributor to overall guest experience and brand awareness through word-of-mouth and social media. As well, this role has a direct impact on park sales and upgrade rates, influencing seasonal revenue gains for the park.