Water - Guest Relations Supervisor

Position: Water Country - Guest Relations Supervisor
Our story began 75 years ago when the Herschend family discovered wonder deep in an Ozark Mountain cave-and chose to share it with the world. Today, Herschend is the largest family-held themed attractions company, with 49 leading attractions and immersive experiences that reach audiences worldwide.

While each brand offers something unique, all are united by a shared purpose:
Bringing Families Closer Together by Creating Memories Worth Repeating®. Our passionate hosts make this purpose possible through everyday acts of love and service-what we call Heartspitality®-the intersection of heart and hospitality.

As an equal-opportunity employer, we strive to provide environments where every host, guest, and partner feel welcome, valued, and loved. We firmly believe that words and actions matter, which is why all individuals are to be treated equally and with respect.

We are currently looking for a:

Water Country - Guest Relations Supervisor

Roles & Responsibilities:

The Guest Relations Department is responsible for delivering amazing customer service and maintaining exceptional first impressions for both prospective and existing guests.

The Guest Relations Supervisor serves as a park ambassador providing superior customer service to all Guests and supports the entire Guest Experience team, while also assisting with the training and the management of the Guest Relations team.

The ideal candidate will be friendly, have strong communication skills, and have a knack for exceptional customer service.

Supervisory Duties:

• Supervise the daily operations of the Guest Relations team and any other assigned departments

• Lead by example, attitude, and as a representation of Water Country's core values

• Act as an approachable mentor and coach to all assigned team members

• Ensure compliance with company and industry best practices, policies, and procedures to create a safe and productive environment for colleagues and guests.

• Become knowledgeable of performing the essential duties of all guest experience and Admissions positions and backfill these positions when needed

• Participate in all aspects of supervision of assigned employees, including hiring, orientation, training, performance coaching, and discipline.

• Ensure that all required meals and other breaks are being given in accordance with NH law

• Ensure daily sign-in sheets are completed and submitted each day

• Assist with team scheduling and timekeeping activities

Departmental Duties:

• Be an ambassador for Water Country and enforce all policies and standard operating procedures.

• Welcome guests to the park in a warm and friendly manner.

• Serves as primary point of contact for all general park questions and inquiries

• Courteously assist guests with questions and complaints

• Deescalate guest concerns with a positive attitude

• Direct and transfer department specific requests to the appropriate manager

• Troubleshoot issues with technology, ticketing software, and Point of Sale (POS) as they arise

• Maintain compliance with company and industry best practices, policies, and procedures to create a safe environment for colleagues and guests.

• Assist other Guest Experience departments as needed

• All other duties assigned by leadership

Education & Experience:

• No education requirements for this role

• 1+ years of related work experience preferred

• Previous hospitality, amusement park, theme park, or waterpark experience preferred

Language:
Ability to read, write, and speak fluent English;
Spanish or other bilingual language skills are a plus.

Requirements:

• Must be at least 18 years of age to comply with NH Labor Laws

• Ability to work flexible schedule, including evenings, weekends, and holidays

• Must have reliable transportation to and from your scheduled shift

• Ability to comply with all uniform policies

• Must possess exceptional customer service skills, with an ability to resolve questions, problems, issues, and concerns in a positive and professional manner

• Ability to handle high-pressure situations, meet the demands of constant deadlines and coordinate multiple priorities in a dynamic environment.

• Must possess strong written and verbal communication skills

• Must…