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Role Description

The Guest Experience Representative supports guests across phones, email, chat, social media, and other digital platforms as the voice of our brand and a direct reflection of our hospitality culture. This role goes beyond answering questions — it creates meaningful connections, delivers memorable experiences, and turns service moments into loyalty-building opportunities.

• Manage high volume guest communications, reservations, and inquiries across all channels to ensure seamless, high-quality service.
• Personalize interactions to create memorable experiences.
• Handle online reservations, group events, adjustments, cancellations, and refunds accurately.
• Identify opportunities to enhance the guest experience through recommendations and upgrades.
• Coordinate with on-site operations teams to deliver a seamless and memorable guest experience.
• Provide guests with support regarding retail transactions, promotions, seasonal programs, season passes, gift cards, rainchecks, leagues, etc.
• Proactively and creatively resolve guest challenges, including technical issues and service recovery situations, to ensure a positive experience.
• Escalate issues when appropriate.
• Become a product knowledge expert to provide accurate information regarding center details, property features, onsite promotions, and event sales processes across all brands.
• Respond to billing inquiries and concerns.
• Meet quality assurance expectations across all channels to deliver a memorable guest experience.
• Identify recurring trends and provide feedback to leadership.

Qualifications

• High school diploma required; associate or bachelor’s degree preferred.
• Minimum of one (1) year guest service experience in a call center, hospitality/restaurant or corporate setting; or equivalent combination of education and experience required.
• Self-motivated with the ability to work independently, maintain a positive attitude, and collaborate effectively in a team environment.
• Strong listening, written, and verbal communication skills; receptive to coaching and feedback; and motivated to meet or exceed goals while solving problems in a fast-paced environment.
• Proficient computer skills, including the ability to navigate multiple systems and web applications simultaneously and use search tools to locate information.
• Proficiency in Microsoft Office Suite, standard office software, CRM platforms, and booking systems; Zendesk experience is a plus.

Requirements

• This position is fully remote.
• Must be available to work weekends and holidays.

Benefits

• Performance-based incentives.
• Competitive total rewards package which includes healthcare coverage and a broad range of other benefits.