Idlewild and Soakzone: Guest Experience Supervisor

Castlepark; Ligonier, Northern (Westmoreland County, KY); On-site; USD 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Guest Experience Supervisor to enhance guest satisfaction at a leading leisure park. This role involves supervising operations, ensuring compliance with best practices, and delivering exceptional customer service. The ideal candidate will be an ambassador for the park, leading a team to create memorable experiences for guests. With a focus on teamwork and guest relations, this position offers a dynamic environment where you can make a significant impact. If you thrive in a fast-paced setting and are passionate about creating joy for visitors, this is the perfect opportunity for you!

Benefits

Flexible schedule

Cross-training opportunities

Free admission to parks

Exclusive employee events

Qualifications

• 1-2 years of experience in a similar role preferred.
• Strong customer service skills and ability to handle high-pressure situations.

Responsibilities

• Supervise daily operations of the Guest Experience team.
• Ensure exceptional customer service and compliance with policies.
• Interact with guests to ensure satisfaction and address concerns.

Skills

Customer Service Skills

Leadership

Communication Skills

Problem-Solving

Attention to Detail

Education

High School Diploma or equivalent

Tools

Microsoft Excel

Microsoft Word

Microsoft PowerPoint

Job description

Idlewild and Soakzone: Guest Experience Supervisor

Apply locations Idlewild & Soakzone, PO Box C, Ligonier, PA 15658, United States of America posted on Posted 30+ Days Ago job requisition id JR105334

Palace Entertainment is a leading leisure park operator in the United States and Australia overseeing more than 25 entertainment venues, hotels and educational venues across 11 different states.

Palace Entertainment owns and operates some of the country’s largest and most prestigious venues including: National Historic Landmark, Kennywood Park, America’s Oldest Amusement Park, Lake Compounce, the world’s first ever Cartoon Network Hotel, Best Family Theme Park Dutch Wonderland and a variety of other family-friendly parks and campgrounds throughout the United States.

Palace Entertainment is a subsidiary of Parques Reunidos, one of the leading global operators, with more than 60 different assets (theme parks, zoos and marine parks, water parks and other attractions), spread out over various countries across Europe, North America, the Middle East and Australia.

The Guest Experience Department is responsible for delivering amazing customer service and maintaining exceptional first impressions for both prospective and existing guests.

The Guest Experience Supervisor is tasked with overseeing the operations for admissions, parking, ticket and pass processing, guest relations, and any other associated areas. In addition to managing and motivating a large number of team members, this position will interact with guests on a daily basis to ensure maximum satisfaction.

The ideal candidate will embrace being an ambassador for the park and the brand, by delivering ultimate guest satisfaction, expert knowledge, trusted leadership and financial responsibility throughout all assigned operations.

We are currently looking for a: Idlewild and Soakzone: Guest Experience Supervisor

Roles & Responsibilities:

Supervisory Duties:

1. Supervise the daily operations of the Guest Experience team and any other assigned departments.
2. Lead by example, attitude, and as a representation of Idlewild’s core values.
3. Act as an approachable mentor and coach to all assigned team members.
4. Ensure compliance with company and industry best practices, policies, and procedures to create a safe and productive environment for colleagues and guests.
5. Become knowledgeable of performing the essential duties of all guest experience positions and backfill these positions when needed.
6. Participate in all aspects of supervision of assigned employees, including hiring, orientation, training, performance coaching, and discipline.
7. Ensure that all required meal and other breaks are being given in accordance with Pennsylvania law.
8. Assist with team scheduling and timekeeping activities.

Departmental Duties:

1. Delight the guests with exceptional customer service and a guest-centric approach.
2. Oversee guest arrival process including parking fee transactions, in-park ticket sales, season pass processing and turnstiles.
3. Ensure compliance with all PCI related standards, policies and procedures.
4. Oversee customer relations efforts, including customer relations office, call center operations and replies to customer inquiries via telephone, email and other media channels.
5. Interact with guests on a face-to-face basis, asking for feedback, and promptly addressing concerns.
6. Ensure tickets and products are setup correctly within POS and Inventory system in Workday.
7. Perform administrative duties including assisting with entering daily revenue, typing, preparing reports, and ordering supplies in coordination with revenue and park leadership.
8. Ensure that all team members are enforcing park entrance and exit policies.
9. Immediately report security, safety, or maintenance concerns to the proper channels.
10. Promptly notify the security team or the operator of team member and guest injuries or emergencies.
11. Ensure that all Front Gate protocols are executed during emergencies or inclement weather situations.
12. All other duties assigned by leadership.

Education & Experience:

1. High School Diploma or equivalent preferred.
2. 1-2 years of work experience in a similar role.
3. 1+ years of previous supervisory experience a plus.
4. Previous amusement park, theme park, or waterpark experience highly desired but not required.

Language: Ability to read, write, and speak fluent English; Spanish or other bilingual language skills are a plus.

Requirements:

1. Must be at least 16 years of age to comply with Pennsylvania Child Labor Laws.
2. Ability to work flexible schedule, including evenings, weekends, and holidays.
3. Must possess exceptional customer service skills, with an ability to resolve questions, problems, issues, and concerns in a positive and professional manner.
4. Ability to speak with guests directly while maintaining a high degree of professionalism.
5. Ability to handle high-pressure situations, meet the demands of constant deadlines and coordinate multiple priorities in a dynamic environment.
6. Must possess strong written and verbal communication skills.
7. Must possess strong attention to detail and problem-solving abilities.
8. Must be proficient in Microsoft Excel, Word, and Power Point.

Physical Requirements:

1. Ability to stand, walk, and remain on feet for majority of the workday.
2. Ability to occasionally stoop, twist, kneel, bend, squat, or reach above shoulders.
3. Ability to remain sedentary for extended periods of time, while using a computer or POS equipment.
4. Ability to carry, push, pull, lift, and hold objects weighing 20 pounds or more.

Working Conditions:

1. This role will predominantly be based in both an office setting as well as frequent exposure to outdoor environments.
2. Frequent exposure to the variable outside temperatures, including high heat, cold, direct sun, humidity, dust, rain, snow, ice, and other weather conditions.
3. Subject to loud noise levels, flashing lights, and heavily populated environments.
4. Subject to frequent interruptions and requests that may require reprioritization of activities.

Team member benefits:

Working at Idlewild and Soakzone is about making people happy! It’s about being independent and having fun, making new friends and earning extra money while doing so. As a Idlewild and Soakzone employee, you can be the smiling face that makes a great first impression for incoming guests, a cook that serves up tasty treats and culinary delights, a lifeguard who soaks up the sun while keeping guests safe, or a ride operator that keeps guests coming back for more thrills! There are many exciting seasonal job opportunities available to take your summer job to new heights!

Palace Perks & Benefits:

1. Flexible schedule.
2. Ability to cross-train and learn unique skills across various departments.
3. Free admission to Idlewild and Soakzone and all Palace Entertainment parks on your days off.
4. Invitations to exclusive company-sponsored employee events throughout the season.

We’ve got great jobs for people just starting out in the workforce, looking for a second job or staying active after retirement. If you want a fun, flexible job with an innovative company, look no further than Idlewild and Soakzone. Apply today!

Do not miss the chance to spark your career now!