REPORTS TO: Guest Relations Supervisor

DEPT: Guest Relations

POSITION SUMMARY:

Responsible for overseeing the daily operations of the guest relations team, ensuring that all guests receive exceptional service throughout their stay. This role involves supervising team members, resolving guest inquiries and complaints, and ensuring that service standards are consistently met. The Guest Relations Supervisor plays a key role in enhancing guest satisfaction and ensuring a seamless guest experience.

ESSENTIAL FUNCTIONS

Be knowledgeable about Morgan’s Wonderland, programs, policies, and procedures to ensure excellent customer service when providing assistance or answering questions of guests and visitors. 

•  Lead and manage the guest relations team, including scheduling, training, and performance monitoring.
•  Provide daily direction and support to team members, ensuring that they understand their responsibilities and are equipped to meet guest needs.
•  Conduct regular performance evaluations and provide feedback to team members to encourage professional growth. 
•  Oversee guest interactions, ensuring that all inquiries, requests, and complaints are handled efficiently and with a focus on guest satisfaction.
•  Act as a point of escalation for complex guest issues, resolving them in a timely and professional manner.
•  Work closely with other departments to coordinate efforts and ensure a cohesive guest experience. 
•  Provide ongoing training to team members on customer service best practices, company policies, and hospitality standards

Job Requirements and Qualifications

 Education / Training:

• Minimum of 2-3 years in guest relations or customer service, with at least 2 years in a supervisory role. 
• Proficiency in Microsoft Office, including the use of Outlook, Excel and Word
• Must have excellent written and verbal skills

Other Business Knowledge Requirements:

• Self – driven with strong interpersonal skills
• Ability to maintain effective working relationships in a diverse community
• Ability to communicate effectively
• Ability to work with special needs individuals in a learning environment

Other Information

• Shifts vary day and evening.
• Available any day of week, specifically weekends
• Must be able to work during the holiday seasons
• Given hours are subject to change
• Must be able to lift 5 pounds or more.
• Morgan’s Wonderland is a non-smoking environment

WORKING CONDITIONS:

The working conditions described herein are representative of those an employee encounters while performing the essential functions of the position. Reasonable accommodation may be made to enable individuals with disabilities to perform essential job functions.

•  Frequent standing, walking, bending, and twisting upper body for long periods of time.
•  The work environment is an outdoor park environment with continuous outdoor activity and exposure to extreme weather conditions.
•  Must remain alert with no lapses of consciousness.
•  Continuous requirement for professional demeanor and appropriate park staff attire.

Morgan’s Wonderland is an equal opportunity employer. All qualified employees and applicants will receive consideration for employment without regard to race, color, religion, sex, age, pregnancy, marital status, national origin, citizenship status, disability, military status, sexual orientation, genetic predisposition or carrier status or any other legally protected characteristic