Guest Relations Team Member

Guest Relations / Will Call Team Members serve as a key point of contact for guests by assisting with ticket orders, season pass questions, discounts, and general park information. This role supports the operation of Guest Relations, including lost and found, guest concerns, inbound phone calls, ADA rider program information, and overall policy guidance.

Team Members in this position are expected to deliver prompt, friendly, and professional service while helping ensure a positive guest experience throughout the park.

Prior guest service experience preferred

Proficiency in Microsoft Office and basic computer systems

Strong communication and interpersonal skills

Ability to multitask, prioritize, and manage time effectively

Ability to communicate professionally with guests, coworkers, and management

Ability to work nights, weekends, and holidays

Must be at least 16 years of age

Guest Service

Provide friendly, helpful, and professional service to guests

Follow all guest service standards and code of conduct guidelines outlined in the Team Member Handbook

Safety

Support Wild Waves’ safety-first culture by promoting a safe environment and following all safety procedures

Teamwork

Work collaboratively with fellow team members and leadership toward shared park goals

Maintain clean and organized work areas for guests and team members

Will Call Operations

Assist guests with previously purchased tickets, group day-of purchases, season pass questions, and discounts

Work with leadership to resolve ticketing issues as they arise

Answer the main park phone line and respond to guest questions and requests

Guest Relations

Assist guests with complaints, compliments, and questions regarding park policies and procedures

Maintain accurate records of guest interactions and recovery actions

Respond to guest phone messages and inquiries in a timely manner

Provide information related to ADA rider programs and accommodations

Maintain accurate records of lost and found items

Secure valuable items and coordinate retrieval with guests

Launder, store, and organize clothing, towels, and other found items

Admissions & Park Support (as needed)

Assist with Season Pass processing, Ticket Sales, Ticket Taking, and Parking Lot Sales as directed

Surfside (Waterpark Side): Assist with stocking, selling merchandise or food items, and providing guest service

Candy Factory (Dry Side): Assist with stocking and rotating product, selling candy and merchandise, and preparing items such as fudge and caramel apples (some duties may require employees to be 18+)

Cleanliness & Organization

Maintain cleanliness and organization of Guest Relations, Will Call, Admissions areas, and back-of-house spaces

Other Duties

Perform additional duties as assigned based on department and park needs

Ability to stand and walk for extended periods

Frequent bending, stooping, reaching, and lifting

Occasional sitting, climbing, or balancing

Ability to lift up to 10 pounds regularly and up to 50 pounds occasionally

Vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus

Work may occur both indoors and outdoors and is subject to varying weather conditions

Noise levels may range from moderate to high

Reasonable accommodations may be provided to support team members in performing the essential functions of this position.