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| Job Category : | Entertainment Industry |
| Company Name: | The Forge: Lemont Quarries Adventure Park |
| Position Name: | Guest Experience Specialist |
| Location : | Lemont, IL 60439 |
| Job Description : | Guest Experience RepresentativePart-Time Year RoundThe Guest Experience Representative is responsible for the customer journey for all guests in the park. The Guest Experience Representative is in charge of the check in process for all customers including walk up sales, verifying waivers, enforcing safety requirements, rain check/refunds, and merchandise sales. The goal of this role is to ensure brand standards of excellence, answer inquiries and sell customers on The Forge: Lemont Quarries services and activities while maintaining high customer satisfaction. *PRIMARY JOB RESPONSIBILITIESThe Guest Experience Representative develops, implements, and continually evaluates the customer journey cycle, with short- and long-term goals that support the mission of The Forge: Lemont Quarries.**Responsibilities include, but are not necessarily limited to:Work in a front desk capacity at the adventure park, providing a great first impressionOwn the check in process for all guests including printing wristbands, taking payments, upselling merchandise and other experiences, resolving any customer service issues, and setting expectations for the customer.Work directly with Assistant Guest Service Manager on any guest escalations and/or weather related cancellations.Communicate with guests and staff in a professional and friendly manner that instills trust, support, and creates an incredible experienceIdentify and assess customers needs to achieve high customer satisfactionHandle customer complaints providing appropriate solutions and escalating them as necessaryAssist with check in and reserve event space for events such as birthday parties, outings, and more.Answer basic questions regarding the operation of the parkAct as an ambassador of The Forge, informing guests not only about the adventure and entertainment experiences but also of the nature surrounding them once onsiteAny additional duties as neededQUALIFICATIONS & REQUIREMENTSProven customer relations experienceConfident and comfortable in working with guests and colleagues of all backgroundsAbility to upsell on an as needed basisFamiliarity with customer relationship management (CRM) toolsAbility to multitask and manage time efficientlySuper-freakin-awesome communication skills. Seriously, you must possess the ability to communicate clearly and concisely, both orally and in writingYou need to be well-versed in modern computing platforms and be proficient in using Google Suite and Microsoft OfficeSchedule Requirements:Ability to work a rotating scheduleEvenings and weekends required*Job Types: Full-time, Part-timePay: $13.00 – $14.00 per hourBenefits:401(k) matchingEmployee discountReferral programSchedule:8 hour shiftMonday to FridayWeekend availabilityWork Location: One location |
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