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Lookout Mountain

    Guest Relations Specialist - Lookout Mountain, United States - See Rock City Inc

    See Rock City Inc
    See Rock City Inc Lookout Mountain, United States

    2 weeks ago

    Default job background
    Full time
    Description

    Job Description

    Summary

    Providing top-notch guest service by acting as manager on duty, assisting the Wayfinders, and supporting partners across Rock City Gardens. Collaborating with the Senior Manager of Innovation on designing, planning, and executing Special Events. Reporting to the Guest Relations Manager, the Guest Relations Specialist is accountable for the following:

    Responsibilities

    • Delivering exceptional guest service to both internal and external customers in alignment with the organization's mission, culture, and values.
    • Demonstrating proper guest and partner interaction consistently, embodying the culture of excellence and setting a standard for others to follow.
    • Maintaining a visible presence at various locations within and near Rock City Gardens to offer in-person assistance, foster partner relationships, and comprehend specific partner/location requirements and operations.
    • Acting as the Manager-on-Duty (MOD) and participating in the Emergency Response Team.
    • Overseeing daily garden operations and special events as MOD, which includes set-up/takedown, talent management, safety compliance, and addressing guest/partner queries.
    • Assisting in training Wayfinders and Hospitality Ambassadors, ensuring new partners are well-trained and deliver excellent service.
    • Covering breaks for Guest Relations Ambassadors, answering calls courteously, providing information, and promoting our attractions to potential guests.
    • Coordinating with other team managers to address any partner or guest inquiries during shifts.
    • Guiding guests as a Wayfinder, enhancing their experience through the gardens.
    • Upholding company policies by example and communicating any questions or concerns to the Guest Relations Manager regularly.
    • Supporting the Guest Relations Manager in Community Partnership events and Contract Performer relationships as required.
    • Handling administrative tasks such as sign requests and work orders.
    • Collaborating with the Marketing team and the Guest Relations Manager, acting as an escort/coordinator for media visits when necessary.
    • Serving as the primary point of contact for guest requests, feedback, and questions, maintaining professionalism to ensure positive outcomes for the organization.
    • Actively engaging with guests throughout the gardens.
    • Assisting Rock City Gardens partners as requested.
    • Following the organization's processes and procedures consistently.
    • Performing any other duties assigned by management.

    Requirements

    • High school diploma or GED required.
    • Preferably, a minimum of 2 years' experience in Hospitality, Guest Service, and/or Event environment.
    • Ideally, at least 1 year of leadership experience.
    • EMT or EMR certification is a bonus. CPR and First Aid certification needed, or willingness to obtain upon placement.
    • Strong coordination and team leadership skills with the ability to motivate and oversee a team.
    • Capable of leading up to 20 partners.
    • Possession of a valid driver's license.
    • Proficient in MS Office, including Word, Excel, and Outlook.
    • Friendly demeanor, team player attitude, and eagerness to enhance skills.
    • Ability to communicate effectively in different situations and provide valuable feedback to the team.
    • Proficiency in reading and understanding operational documents.
    • Capability to work efficiently in a fast-paced team environment.
    • Proficiency in basic mathematical operations involving American currency.
    • Willingness to work flexible hours, including nights, weekends, holidays, and special events.
    • Physical requirements include manual dexterity, lifting up to 30 pounds, frequent bending and standing, and comfort with ladders and lifts.

    Compensation details: Hourly Wage

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