Dutch Wonderland Inn Guest Experience Agent

0911 Festival Fun Parks, LLC; Upper Leacock Township (PA); On-site; USD 17,000 - 22,000; Full time

Benefits offered by this job

Free park admission

Flexible schedule

Employee events

Job summary

Palace Entertainment's Dutch Wonderland Inn is seeking a friendly Guest Experience Agent for the front desk. You will welcome guests, handle reservations, check-ins/outs, and process payments with PCI compliance, delivering a memorable arrival experience.

Ideal candidates have a high school diploma, strong English communication, and a positive, professional demeanor. Spanish or other bilingual skills are a plus, and prior hospitality experience is welcomed but not required.

Qualifications

• High school diploma or equivalent preferred.
• 1+ year hospitality/front desk experience a plus but not required.
• Fluent English; Spanish or other bilingual skills are a plus.

Responsibilities

• Greet guests warmly and assist with reservations and check-in/out.
• Maintain a neat, professional front desk appearance.
• Process payments and manage PCI-compliant transactions.
• Answer phones and relay guest requests to housekeeping/maintenance.
• Provide information about local events and nearby parks.
• Operate POS and hotel PMS for reservations.
• Document overnight shift updates for lodging leadership.
• Follow SOPs and ensure guest privacy and PCI compliance.

Skills

Customer service

Communication

Bilingual (English/Spanish)

Education

High school diploma or equivalent

Tools

Microsoft Outlook

Excel

Word

PowerPoint

POS system

Property management system (PMS)

Job description

Our story began 75 years ago when the Herschend family discovered wonder deep in an Ozark Mountain cave—and chose to share it with the world. Today, Herschend is the largest family-held themed attractions company, with over 40 leading attractions and immersive experiences that reach audiences worldwide. While each brand offers something unique, all are united by a shared purpose: Bringing Families Closer Together by Creating Memories Worth Repeating®. Our passionate hosts make this purpose possible through everyday acts of love and service—what we call Heartspitality®—the intersection of heart and hospitality.

As an equal-opportunity employer, we strive to provide environments where every host, guest, and partner feel welcome, valued, and loved. We firmly believe that words and actions matter, which is why all individuals are to be treated equally and with respect.

The service driven Guest Experience Agent (Front Desk Lodging) provides courteous, prompt service to potential or resident guests by answering phones, making reservations, checking guests in/out, and interacting with guests in a friendly and professional manner to create a memorable experience. This role is essential in making a great first impression on our guests! We are currently looking for a: Dutch Wonderland Inn Guest Experience Agent

Roles & Responsibilities

• Greet and interact with guests in a warm, friendly, fun, and professional manner
• Maintain a neat, clean, and professional appearance
• Utilize property management system to make reservations, check-in and check-out guests, process payments, maintain a cash drawer and operate office equipment
• Ensure a smooth check-in and check-out process for guests
• Deliver guest amenities as requested
• Accurately process guest payments while maintaining PCI compliance
• Operate internal communication devices in an efficient and professional manner while answering and transferring calls
• Provide highest level of service by anticipating, listening attentively, and promptly responding to guest requests and complaints
• Partner with housekeeping and/or maintenance to ensure guest requests and complaints are resolved in a timely manner
• Keep the front desk area clean and neat by sanitizing surfaces and office equipment
• Demonstrate a working knowledge of all services and facilities of the property
• Comply with all standard operating procedures
• Accurately document the overnight shift happenings and provide updates to lodging leadership on a routine basis
• Provide guests with insightful information about other nearby parks and properties
• Inform guests of events and activities that may be occurring during their visit
• Promptly elevate any maintenance issues or emergencies to the appropriate authorities
• Assist with operating the retail Point-of-Sale (POS) system, as needed
• All other duties assigned by leadership

Education and Experience

• High school diploma, GED, or equivalent preferred
• Equivalent work experience will also be considered
• 1+ year of previous hospitality or front desk experience a plus, but not required
• Language: Ability to read, write, and speak fluent English Spanish or other bilingual language skills are a plus.

Requirements

• Must be at least 18 years of age to comply with PA Child Labor Laws
• Ability to work flexible schedule, including evenings, weekends, and holidays
• Must have reliable transportation to and from work for your scheduled shift

Ability to comply with all uniform policies

Must possess exceptional customer service skills, with an ability to resolve questions, problems, issues, and concerns in a positive and professional manner

Ability to portray a positive, outgoing, professional attitude

Ability to handle pressure and difficult situations with poise and finesse

Must possess strong written and verbal communication skills

Must possess strong attention to detail and problem-solving abilities

Ability to accurately use Point of Sale (POS) and/or other cash handling equipment

Ability to use office technology and equipment, such as PC, software, and copier

Must be proficient in Microsoft Outlook, Excel, Word, and Power Point

Ability to follow direction, multi-task, and work as part of a team as well as independently

Physical Requirements

• Ability to stand in place for long periods of time
• Ability to stand, walk, and remain on feet for majority of the workday
• Ability to occasionally stoop, twist, kneel, bend, squat, or reach above shoulders
• Ability to remain sedentary for extended periods of time, while using a computer
• Ability to carry, push, pull, lift, and hold objects weighing up to 20 pounds

Working Conditions

• This role will be based in an indoor lodging setting, predominantly at the front desk
• Potential exposure to the variable outside temperatures on occasion, including high heat, cold, direct sun, humidity, dust, rain, snow, ice, and other weather conditions
• Subject to frequent interruptions and may need to reprioritize activities
• Subject to constant repetitive motion

Palace Perks & Benefits

• Flexible schedule
• Ability to cross-train and learn unique skills across various departments
• Free admission to Dutch Wonderland and all Palace Entertainment parks on your days off
• Invitations to exclusive company-sponsored employee events throughout the season

Team member benefits: Do not miss the chance to spark your career now! We’re not just in the attractions business; we’re in the people business- and that starts with our own. Our 20,000+ hosts across North America are the heartbeat of our diverse and growing company. In keeping with our company values, we nurture a balance between work and family, strive to promote 70% from within and support each host’s efforts to develop a fulfilling and rewarding career.