REPORTS TO: Guest Relations Supervisor

DEPT: Guest Relations

POSITION SUMMARY:

The Custom Care Specialist serves as a primary point of contact for group visits and special experiences, ensuring clear communication and seamless coordination. This role is responsible for scheduling and managing school field trips, group visits, and birthday celebrations, while coordinating all related details to deliver a smooth guest experience. The Custom Care Specialist also answers incoming calls and assists guests with online purchases, reservations, and general inquiries in a professional and efficient manner.

ESSENTIAL FUNCTIONS

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

•  Manage a large amount of inbound and outbound calls in a timely manner. 
•  Identifying guests’ needs, clarifying information, researching every issue, and providing solutions.
•  Provide consistent highly personalized check-in services to groups, events, and park guests.
•  Work closely with guests’ special out-of-the-ordinary requests as needed and appropriate.
•  Assist with making reservations, responding to customer complaints, and processing refunds. 
•  Strong phone and verbal communication skills along with active listening. 
•  Other projects and responsibilities may be added at the company's discretion.

Qualifications

• High school diploma or equivalent required; college coursework in hospitality, communications, or business preferred
• Ability to maintain confidential information.
• Possess excellent administrative, hospitality, and public relations skills.
• Excellent time management and organizational skills
• Must be able to work independently and take initiative to complete tasks.
• Strong Interpersonal, written, and verbal communication skills.
• Willingness and enthusiasm to work as part of a team; maintain a positive attitude even under stress.

Environmental Demands –

• 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
• Must be able to withstand walking/standing for long periods of time
• Continuous requirement for professional demeanor and appropriate park staff attires always.

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.