What are the responsibilities and job description for the Guest Services position at Knoebels?
Guest Services Representative
Job Summary
- Learn to proficiency and utilize Avius customer management software.
- Assist park guests by answering questions face-to-face, as well as digitally via Avius and social media.
- Execute all policies and discounts pertaining to Military Programs, accessibility bands, lost persons wristbands, Give Kids the World, and official height measurements.
- Acknowledge guest concerns and provide an understanding environment until a guest relations team member arrives to resolve guest concerns.
- Operate current point of sales system to make individual sales of tickets, gift cards, etc.
- Assist the special events team in event set up and disassembly and serve as redemption facilitator for special events giveaways.
- Be knowledgeable on park background information, and current park happenings.
- Smile at all guests and make eye contact with them.
- Assist in any capacity as requested by director of public relations and manager of guest relations, who will have oversight of customer service functions.
- Assist park guests by receiving, recording, storing and returning lost & found items
- Verify legitimate owners of found items.
- Return found items to correct owner, including mailing items to those who have left the park
- Exhibit integrity and honesty while dealing with found property.
- Call persons who have lost & found items that contain ID who have left the park.
- Treat guests in the Nursing Mothers area with kindness and respect.
- Answer phones in a timely and pleasant manner.
- Assist park guests by answering questions, providing park information and giving directions to the park via telephone calls in a consistency, friendly manner.
- Assist park guests by mailing literature, providing local lodging information and providing information on other attractions in the region.
- Assist Knoebels team members by transferring calls, taking messages, calling them on the radio.
- If unable to answer questions or solve the problem, direct guests to Guest Relations.
Job Criteria
- Hours vary, but scheduling is structured around individual availabilities. Shifts average 8 and 12 hours. * weekend and/or evening hours are required for full time 38 hours weekly.
- Requires working indoor and outdoor in all weather conditions and will rotate between assigned locations.
- Excessive walking throughout the park
- Must be able to lift 25 pounds
- Shifts fall within possible operating hours of 10:30 a.m.–9:00 p.m.
- Requires relating to people in a friendly and professional manner.
- Have an outgoing personality with a strong commitment to customer service and the company itself.
- Requires proficiency in basic computer technology.
- Be skilled in professional and friendly phone and radio etiquette.
- Be dependable, reliable, prompt, efficient, and trustworthy.
- Be willing to work in a team environment.
- Wear appropriate attire, closed footwear, and proper identification. No visible body piercing or tattoos.
- Conform to company grooming and hygiene requirements.
- Perform light cleaning duties and keep work area and park tidy when time permits.
- Must be task oriented.
- Follow Knoebels’ Mission Statement, Core Values and Standards of Conduct.
- Must be 18 years of age or older
* Customer Service Representative falls under the categories “seasonal” or “variable hours.” This implies the duration of the job will be six months or less. Some employment at Knoebels may extend beyond six months and is typically classified as variable hour employment. It is considered variable hour employment because average weekly hours cannot reasonably be anticipated at the time of hire due to uncertainty of the work schedule (e.g. weather, fluctuating staffing needs, etc.).
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