Guest Services Agent

3 weeks ago

Victoria, Canada WildPlay Full time
Salary: $17/hour

If you would love to work in an outdoor environment with fun-loving and adventurous people, we have a job for you WildPlay Victoria seeks enthusiastic people to help direct our guest's experiences through our forested zip line adventure park. Get paid to play with us

Job Perks

  • Free zip lining
  • Full and part-time hours available and can change depending on your needs
  • Fantastic opportunities for career progression, many of our Supervisors and Managers were guides
  • Incredible team- guides at WildPlay build lifelong friendships
  • Great staff parties
  • Did we mention free zip lining?
  • Extensive training potential, learn advanced ropes access techniques
  • Helping people conquer their fears and enjoy our beautiful park in a completely new way

Job Purpose

The Guest Services Agent delivers exceptional service by anticipating guest needs and enthusiastically seeking to ensure 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 their arrival and departure at a WildPlay Park. The Guest Services Agent helps guests with decision-making. They conduct smooth front-desk transactions for Element and retail sales and services, all while ensuring a professional and welcoming experience. The Guest Services Agent understands and adheres to the risk management standards essential to the park operation and ensures that everyone in the park has a great day.

To excel as a Guest Services Agent, you thrive on making people feel welcome You use excellent communication skills to ensure guests have what they need to enjoy their adventure. With a naturally friendly, positive and energetic demeanor, you work 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; 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 bring concerns beyond your role's authority 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. Opportunities may include additional activates, images and stories shared on social media, purchase of retail items or enthusiasm for a repeat visit
  • Perform end-of-shift duties, cash-outs, sales reconciliations, and other administrative tasks as required
  • Perform occasional inventory counts, retail re-stocking, grounds maintenance and general facilities clean-up
  • Execute additional responsibilities 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, weekend, and statutory holiday availability will likely be required.

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"
  • High level of numeracy
  • Excellent communication skills including verbal and non-verbal abilities
  • Use of PCs and various electronic products (iPads, POS-terminals, etc.)
  • Working knowledge of Microsoft Office suite products (Word, Excel, Outlook, etc.)
  • Working knowledge of applications use 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
  • Takes pride in consistently achieving high standards of work
  • Has credibility with peers and managers; openness and a positive attitude to feedback
  • Self-motivated – 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


Context


This role is a frontline, entry-level position at the park level. It's a critical contributor to the overall guest experience and brand awareness through word-of-mouth and social media. Guest Services Agents directly impact park sales and upgrade rates, influencing seasonal revenue gains for the park.

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