Guest Relations Specialist

DescriptionThe Guest Relations Specialist is responsible for providing efficient and exceptional service to a wide variety of individuals, including guests, potential guests, volunteers, donors, and team members throughout the Park’s property. Individuals in this role must adhere to the company’s standards and procedures to deliver a consistent guest experience. Guest Service Specialists are highly motivated, upbeat individuals who work well both with a team and individually when interacting with guests.Essential Functions (Including, But Not Limited To)Proactively engage with park guests in a friendly and positive manner throughout the park.Obtain a thorough understanding of all park offerings and policies.Display a keen awareness of unexpressed and expressed guest needs and requests.Accurately answer guest questions and provide directions to park elements.Lead Park tours and share the mission of the park with guests.Maintain Park character costumes.Assist with engaging guests with park characters.Craft appropriate written responses to online reviews, inquiries, and emails.Serve as the main point of contact for the park by answering guest phone calls.Identify team members to further assist callers with their requests/inquiries.Follow up on all voicemails and emails in a timely manner.Resolve guest complaints with empathy and professionalism.Maintain the cleanliness and organization of the gift shop, including restocking shelves and displays. Assist in tracking inventory levels, conducting regular counts, and updating stock records to maintain accurate inventory data in gift shop.Monitor radio calls and respond to guest incidents and/or inquiries from other team members.Follow procedures to keep record of lost, found, and claimed guest items.Maintain checkout processes for items such as wheelchairs, board games, sensory bags, etc.Monitor and maintain the Guest Services window, office, and Williams Lodge lobby area.Assist the Operations team with maintaining the cleanliness of Williams Lodge by sweeping, cleaning up spills, etc. as needed.Serve as the most knowledgeable team member in the park and assist other team members with park information.Gather helpful feedback from guests through surveying and relay that information to management.Operate within policies and procedures on a continuous basis to ensure safety, efficiency and guest satisfaction.Other duties as assigned.RequirementsPhysical Demands:Ability to remain in a stationary position for 40% of the work shift.Ability to stoop, bend, and reach overhead to move items, including using a step stool as needed.Ability to lift up to 25 pounds occasionally.Basic QualificationsDesire and ability to enhance The Gathering Place brand and its executive team in the best interest of the Community, The George Kaiser Family Foundation, donors, and all Stakeholders.Ability to lead tour groups and engage in public speaking.Experience in a customer service setting.Strong written and verbal communication skills.Ability to maintain a calm, friendly, and professional demeanor in all situations.Familiarity working in a culture that is guest-centric.Experience using Microsoft Office software such as Word and Excel.Ability to regularly work weekends, holidays, and non-traditional hours as needed.Ability to work in a variety of weather conditions.Preferred QualificationsHigh school diploma or GED.Proficiency in Microsoft Office software and Outlook applications.