Guest Services Associate

Roles and responsibilities

• Welcome guests in a friendly and professional manner
• Engage each guest as a unique individual and listen attentively to their requests
• Manage and maintain queue lanes efficiently
• Sell tickets and other products via a computerised Point of Sale (POS) system
• Collect payments/make change by accepting cash, vouchers, credit card and listed foreign currencies
• Balances cash drawer/register/float by counting cash at beginning and end of work shift and ensure timely remittance of sales to cash control
• Maintain awareness and adherence to company’s cash handling policies
• Maintain knowledge and awareness of ongoing promotions
• Provide pricing, promotion, shows, rides & attractions information and suggestions to guests, keeping them well informed to enhance/maximise the guest experience
• Consistently upsell/cross-sell and promote products, activities, and services to generate additional revenue
• Proactively anticipate, listen to guest’s needs and concerns and act appropriately to resolve any issues in a timely manner in adherence to company’s guest complaint policy
• Efficiently manage turnstiles to ensure guests are able to enter/leave the park with ease by holding a valid ticket/pass
• Efficiently manage all guest services operational areas
• Manage lost and found counter according to company’s lost and found policy
• Conduct guest surveys using a company provided tablet, ensuring that all questions are completed and submitted
• Maintain awareness and ability to act or respond to any emergency situations while ensuring guest safety
• Work outdoors, in extreme temperatures, wet, humid or windy conditions caused by weather (YWW)
• Fondly bid farewell to all guests exiting the park
• Participate in any evacuation (drill or real) if necessary

Desired candidate profile

A Guest Services Associate is a frontline employee who plays a crucial role in creating positive experiences for customers or guests. Typically found in industries such as hospitality, retail, tourism, and entertainment, the Guest Services Associate is responsible for ensuring that guests' needs are met promptly and professionally, contributing to their overall satisfaction and loyalty.

Here’s an overview of the key skills, responsibilities, and qualities needed for a Guest Services Associate:

1. Customer Service Skills

• Effective Communication: Clearly and politely communicating with guests, whether in person, over the phone, or via email. This includes listening actively to understand guest needs and responding professionally.
• Problem Solving: Addressing guest concerns, complaints, or issues promptly and professionally, striving to resolve any problems in a way that enhances the guest’s experience.
• Empathy: Demonstrating genuine care and concern for the well-being and satisfaction of guests. A Guest Services Associate should be able to empathize with guest frustrations or challenges and work to alleviate them.
• Positive Attitude: Maintaining a friendly, welcoming, and helpful demeanor, regardless of the situation. A positive attitude can significantly influence how guests perceive their experience.

2. Product and Service Knowledge

• Company Policies and Services: Being well-versed in the company's products, services, amenities, and policies to accurately answer guest questions and provide helpful recommendations.
• Facility Knowledge: Knowing the layout of the location (hotel, resort, theme park, retail store, etc.), key attractions, amenities, and services available to guests. This allows associates to guide guests efficiently.
• Special Offers & Promotions: Being knowledgeable about current promotions, packages, or seasonal offerings and suggesting them to guests when appropriate.