Guest Relations Associate

Reports to: Guest Relations Lead, Guest Relations Supervisor, Guest Services Sr. Supervisor, Hospitality and Safety Director

Positions Supervised: N/A

Salary Range: $17.25 - $18.25 per hour

At Wild Rivers, we are committed to providing an exceptional guest experience. We pride ourselves on being a family-friendly environment that provides innovative service and high-quality standards. Our goal is to leave our guests wanting to come back due to the excellent service they are provided while within our park. Everything we do is designed to help guests be at their best, and they appreciate our supportive attitude and anticipatory service.

We are looking for dynamic people who are excited to join the team and ready to jump into any situation to give a helping hand. If you’re someone who is positive, adaptable and intuitive and has a genuine interest in the well-being of others around you, we invite you to join our team at Wild Rivers Irvine.

As a Guest Relations Associate, you will serve as the first point of contact for guests, providing assistance and helping create a memorable experience. You will handle inquiries, complaints, and special requests with professionalism, empathy, and efficiency. The ideal candidate has a passion for customer service, strong communication skills, and the ability to thrive in a fast-paced hospitality environment.

• Greet and welcome guests in a warm, friendly, and professional manner.
• Answer phone calls promptly and professionally.
• Respond to guest email inquiries in a timely and professional manner.
• Assist guests with cabana check-in processes, ensuring reservation accuracy.
• Respond promptly to guest questions and provide accurate information regarding facilities, services, and attractions.
• Address guest complaints and concerns with empathy and professionalism, escalating issues to supervisors when appropriate.
• Coordinate with other departments to fulfill guest requests and resolve issues efficiently.
• Maintain a clean, neat, and organized front desk and lobby area that reflects a welcoming atmosphere.
• Process payments and maintain guest accounts accurately.
• Uphold company standards for guest service and safety protocols.
• Collaborate with team members to support guest satisfaction goals.
• Stay informed of current events and promotions to provide accurate information to guests.

• Attend all required training and pre-shift meetings.
• Demonstrate excellent communication skills with guests, team members, and supervisors to ensure a smooth and positive guest experience.
• Performs other duties or special projects assigned to support business needs.
• Friendly, approachable, and customer service-oriented attitude.
• Strong communication skills and ability to provide clear and concise information.
• Ability to remain calm and professional in difficult or stressful situations.
• Must be able to work outside in various weather conditions and stand for extended periods.
• Ability to follow detailed procedures and maintain focus during repetitive tasks.
• Flexibility to work in various areas of the park as assigned.
• You must be able to wear the required uniform and adhere to the dress code.
• Ability to work in a fast-paced environment while maintaining attention to detail and guest satisfaction.

• Must be 16 years of age or older.
• Experience in customer service or hospitality is a plus but not a requirement.
• Ability to work on weekends and holidays.

• Assess situations quickly, determine appropriate actions, and escalates to supervisors when needed.
• Remain calm and respectful during conflicts or stressful situations; apply customer service best practices.
• Stand and move within assigned post/entry lanes for extended periods.
• Lift and move equipment up to 25–35 lbs.; push/pull gates or stanchions as required.
• Reach, grasp, and manipulate items.
• Bend, stoop, or kneel briefly.
• Wear required uniform and any assigned PPE (e.g., whistle, radio, hat, sunscreen) per policy.

• Work indoors and outdoors in varied weather (heat, sun, wind, light rain); exposure to noise and crowds typical of a water park.
• Fast-paced work environment.
• Team-oriented with a focus on guest satisfaction and safety.

• Competitive pay
• Paid sick leave
• Hospitality and safety training
• Complimentary personal admission
• Discounted tickets for family and friends
• and more!

Wild Rivers is an equal opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals and in which personnel processes are merit-based and applied without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship or other protected characteristic.