Guest Relations Team Member

Wild Waves Theme & Waterpark

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

• Provide friendly, helpful, and professional service to guests
• Follow all guest service standards and code of conduct guidelines outlined in the Team Member Handbook

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

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

• Maintain clean and organized work areas for guests and team members

• 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

• 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

• 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+)

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

• 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.