Guest Services Agent

Job Purpose

Are you looking for a seasonal position where you can apply your outgoing personality and multi-tasking skills to help create awesome experiences for our guests? WildPlay Nanaimo seeks enthusiastic, fun-loving people to run our guest services area including guest check in, waivers and wristbands for guests.  

What's Cool About This Job?

• 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 previously agents!
• Incredible team- guides at WildPlay build lifelong friendship.
• Did we mention free zip lining?!
• Extensive training potential, learn the "ropes"
  
• Helping people conquer their fears and enjoy the beach in a completely new way

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 in to 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 and conducts 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 and protocols that are essential to the park operation and ensuring that everyone in the park 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 role’s authority are brought to the Manager on Duty in a timely and professional manner
• Ensure smooth guest flow at Guest Services and within the park working cooperatively with the 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 activates, 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, grounds 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 seasonal work with a flexible schedule that varies based on the 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 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 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 Behaviors

• 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 front-line, entry level position at the park level. The role is a critical contributor to the 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.