Guest Relations Host

Description

Do you have a passion for engaging with people and making a lasting impression? Are you a great listener with the ability to connect with others? We’re looking for a dynamic team member to help create unforgettable experiences for our guests, especially those visiting the park for the first time. If you thrive in a busy, people-focused environment and enjoy making others feel special, this is the perfect role for you!

As a Guest Relations Host, you’ll be responsible for providing exceptional service to a wide variety of individuals, including guests, potential guests, volunteers, donors, and fellow team members. Your role will involve not only assisting guests at the front but also moving around the building to ensure every visitor has a memorable experience. You’ll be key to making everyone feel welcomed and valued while maintaining a consistent, high-quality guest experience.

We’re looking for individuals who are highly motivated, upbeat, and able to work both independently and as part of a team. If you have a passion for delivering exceptional service and love helping others, we want you to be on our team!

Essential Functions (Including, but not limited to):

• Proactively engage with park guests in a friendly and welcoming manner, ensuring they feel valued and cared for.
• Gain a comprehensive understanding of all park offerings, policies, and services to provide accurate and helpful information.
• Anticipate and address both expressed and unspoken guest needs, ensuring every visitor has a positive experience.
• Respond to guest inquiries with accurate information and provide clear directions to park attractions and amenities.
• Communicate the park’s mission to guests, helping them connect with the values and purpose behind their visit.
• Support guest interactions with park mascot characters, enhancing their overall experience.
• Craft thoughtful and professional written responses to online reviews, guest inquiries, and emails, maintaining the park's positive reputation.
• Serve as the primary point of contact for all incoming guest phone calls, offering assistance or directing them to the right team members as needed.
• Collaborate with team members to ensure that all guest requests and inquiries are promptly addressed.
• Follow up on voicemails and emails in a timely and efficient manner to maintain excellent communication with guests.
• Resolve guest complaints with empathy and professionalism, always striving to exceed guest expectations.
• Monitor radio calls and respond to guest incidents or inquiries from other team members, maintaining smooth communication and swift action.
• Ensure proper documentation of lost, found, and claimed items, maintaining organized records.
• Oversee checkout processes for items such as wheelchairs, board games, sensory bags, and other guest services equipment.
• Maintain the cleanliness and organization of the Guest Services window, office, and Williams Lodge lobby area, ensuring a welcoming environment.
• Assist the Operations team with keeping Williams Lodge clean and tidy, including sweeping and cleaning up spills as needed.
• Be a key resource for park information, supporting other team members with knowledge about the park’s offerings and policies.
• Collect valuable guest feedback through surveys and share insights with management to improve the guest experience.
• Operate within established policies and procedures to ensure the safety, efficiency, and satisfaction of all guests.
• Perform other duties as assigned, contributing to the smooth and successful operation of the park.

Requirements

Physical Demands:

• Perform the following physical activities: kneeling, squatting, bend floor-to-waist/waist-to-overhead, reach overhead, stand, sit, lift and walk indoors and outdoors for extended periods of time, simple grasp and fine hand manipulations tasks.
• Must have the ability to sit/stand for extended periods of time; exhibit manual dexterity to use equipment; use a step stool, see and read printed material, physical agility to lift and carry up to 50 pounds individually, and 100 pounds with assistance, to bend, to stoop, to walk and to reach overhead.

Basic Qualifications:

• A strong desire and ability to enhance The Gathering Place brand, supporting the mission of The George Kaiser Family Foundation, and benefiting the community, donors, and all stakeholders.
• Comfortable with public speaking and engaging with diverse audiences.
• Proven experience in a customer service setting, delivering exceptional service.
• Excellent written and verbal communication skills.
• Ability to maintain a calm, friendly, and professional demeanor in all situations.
• Familiarity with working in a guest-centric environment.
• Experience using Microsoft Office software (Word, Excel) and Outlook applications.
• Flexibility to work weekends, holidays, and non-traditional hours as required.
• Willingness and ability to work in various weather conditions.

Preferred Qualifications:

• High school diploma or GED.
• Proficiency in Microsoft Office software and Outlook applications.