Guest Services Agent

3 weeks ago

Niagara Falls, Canada WildPlay Full time

**What's Cool About This Job?**
- Free ziplining and climbing
- Paid Lunches
- Bonus opportunities throughout the summer
- Snacks provided daily
- Overtime hours allowed
- Great staff events
- Did we mention free ziplining and climbing?
- Full and part-time hours are available and can change depending on your needs
- Fantastic opportunities for career progression, many of our Supervisors and Managers were guides

**Summary**

The Guest Services Agent is the face of WildPlay Element Parks, and therefore a critical part of our pride. Agents ensure that guests’ expectations are exceeded by consistently delivering excellent service, and by going the extra mile. In a friendly, confident and knowledgeable way, they welcome guests, take reservations, check guests into Elements, and guide people efficiently through their arrival and departure at a WildPlay Park. They help guests with decision-making and conduct smooth front-desk transactions for Element and retail sales and services, all while ensuring a professional and welcoming experience.

**Responsibilities and Duties**

The Guest Services Agent is responsible for:

- Consistently providing personal service that exceeds a guest’s expectations, both on the phone and face-to-face
- Giving correct information regarding Elements, services, products, and pricing; for both the Whirlpool Adventure Course and the Zipline to the Falls
- Responsible for working shifts at the Niagara Falls Contact Centre answering guest inquiries, manage large amounts of inbound calls in a timely manner
- Following Element-specific procedures when booking or checking-in a guest, including ensuring that waivers and the registration forms are completed correctly and filed
- Administering reservations, deposits, payments, and collecting required guest information, for every visit
- Assisting guests in merchandise purchases, tracking inventory, and ensuring the clean and attractive appearance of all areas
- Ensuring the correct amount of equipment is given to the guest and collected after the Element, and taking necessary action in case of a breach
- Inspecting, maintaining, and storing harnessing and Element equipment in proper manner, and managing harness inventory
- Maintaining general upkeep of Park grounds and buildings
- Assisting in other areas of operation when needed; may include: in-field marketing and sales, food services, guest bookings, retail sales, site security, and the opening and closing procedures of the Park
- Participating in the activities of the park pride in a positive and proactive manner

**Required Qualifications and Skills**

The Guest Services Agent must possess the following qualifications and skills:

- Proven experience in delivering excellent customer service
- Ability to consistently achieve high standards of work in all aspects of the role
- Unfailing attention to detail
- Excellent communication skills
- Good judgment, and strong decision-making skills
- Ability to act independently and as a team player
- Initiative and a proactive approach to general duties that improve the guest experience.
- Openness and a positive attitude to feedback
- Physical demands include standing, sitting and occasional bending/twisting/ kneeling.
- Strong verbal communication skills along with active listening

**Work Relationships**

Reports to the Guest Services Team Lead and Park Management

**Work Schedule**

Flexible schedule according to the needs of the business. There may be requirements to work at multiple WildPlay Element Parks locations including the Zipline to the Falls, Whirlpool Adventure Course, and Niagara Falls Contact Centre. As well as working both evenings, weekends, and holidays when appropriate to job responsibilities.

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